Senior Information Systems Technician

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Senior Information Systems Technician

Salary

$86,447.66 - $105,077.70 Annually

Location

Tracy, CA

Job Type

Full Time

Job Number

24-030

Department

Innovation & Technology

Opening Date

05/07/2024

Closing Date

5/28/2024 3:00 PM Pacific

• Description

• Benefits

• Questions

Description

Click here (https://youtu.be/kC2EC-Ux-fE?si=Bjl9CVCeHv7zVFpV) to learn more about the City of Tracy and here (https://www.cityoftracy.org/home/showdocument?id=17830&t=638506728566026706) for the job announcement.

TENTATIVE RECRUITMENT SCHEDULE

Application Deadline: May 28, 2024

Oral Board: June 11, 2024

THE IDEAL CANDIDATE

The Innovation and Technology Department is looking for customer-oriented professionals to join their team. These individuals will act as escalation points for the City's help desk, utilizing their technical knowledge to resolve the most complex issues for employees. Additionally, they will oversee significant projects of vital significance, both large-scale and small-scale.

The position also encompasses delivering advanced technical support ranging from installing and maintaining desktop and server hardware, software deployments and updates, network LAN / WAN maintenance, VoIP phone administration, and much more!

The eligible list created from this recruitment will be used to fill two (2) vacancies in the department.

DEFINITION

Under general supervision, performs the most complex and varied technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; provides technical depth and expertise with the ability to work directly with the customer; regularly leads large-scale or several small-scale projects of critical importance and substantial consequence of success or failure to the City; resolves computer application problems and troubleshoots hardware malfunctions; leads and assists in maintaining and administering operating systems; provides technical support, installation, and maintenance for software, desktop computer applications, virtual desktops, Internet/Intranet, and Citywide systems and servers; installs, configures, and repairs personal computer hardware and software systems; leads, trains, oversees, sets priorities, and allocate support requests to co-workers; and performs related duties, as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned supervisory or management staff. Exercises technical and functional direction over and provides training to lower-level staff. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This is the advanced-level classification in the Information Systems Technician series. Incumbents work under general supervision and exercise a high level of discretion and independent judgment in performing the full range of routine to complex duties related to maintaining and troubleshooting application software and hardware. Incumbents manage and provide technical leadership of projects involving large-scale, complex, and highly technical tasks and perform work requiring deep technical knowledge in specific area(s) and/or ability to integrate deep knowledge of several areas.

Essential and Marginal Duties

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Tests, diagnoses, troubleshoots, and repairs computer systems and equipment problems to ensure functional operation and in compliance with service level agreements.

• Deploys and manages personal and mobile computer security solutions; installs, configures, and maintains centralized security management servers.

• Assesses system performance and identifies, analyzes, and resolves problems; modifies configurations as appropriate; coordinates response to emergency maintenance and repair situations.

• Serves as technical lead for assigned projects, including gathering user and systems requirements, working with vendors, contractors, project managers, and other project staff, installing, configuring, testing, and providing general technical support, and developing technical and user documentation.

• Evaluates problem severity and repairs; analyzes, troubleshoots, and fixes problem or refers to specialized or higher-level personnel and/or vendor for resolution.

• Installs and maintains network workstations and software; configures, installs, and tests network interface adapters and connects new clients to existing networks; isolates and repairs basic network communications problems at the personal computer, network hub, and host locations.

• Oversees the creation and deployment of baseline software sets, adhering to department and City standards, for various computer makes and models.

• Creates, configures, and deploys custom computer images in the virtual desktop infrastructure.

• Implements, modifies, troubleshoots, and manages automation through the utilization of scripts.

• Oversees the inspection, troubleshooting, diagnosis, and resolution of complex personal or mobile computing hardware, software, and peripheral malfunctions remotely and in person.

• Provides specialized and complex technical support and assistance to staff concerning personal and/or mobile computer systems; serves as the primary contact for and resolves related issues, conflicts, and concerns; responds to inquiries and provides information concerning system operations, projects, malfunctions, equipment, upgrades, practices, procedures, and related software applications.

• Plans, schedules, prioritizes, and assigns work in consultation with the assigned supervisor; inspects assigned equipment, systems, and infrastructure for maintenance, repair, and upgrade needs and recommends appropriate actions; assists in developing work plans, procedures, and schedules.

• Inspects and evaluates work in progress and upon completion to ensure activities are performed in accordance with department standards and specifications.

• Coordinates projects, personnel, and systems to facilitate access to the City’s computer systems; provides adequate, smooth, and efficient systems services for staff; receives, prioritizes, and coordinates response to work orders; estimates and provides adequate materials, equipment, and staff needed.

• Researches, evaluates, and confers with vendors concerning hardware, software, and peripherals; reviews coordinates, and authorizes minor purchases; recommends major tool and equipment purchases.

• Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.

• Provides lead direction to technical staff; reviews and controls quality of work; performs the more complex and technical support and training on use of personal computers, peripheral equipment, and systems hardware and software.

• Performs other related duties as assigned.

Minimum Qualifications

Knowledge of:

• Principles of providing functional direction and training.

• Advanced principles and practices used in the operation, troubleshooting, maintenance, and administration of network operating systems, personal computer system hardware, and related software systems.

• Personal computer and network system application software packages and hardware peripherals.

• Computer hardware, software, network technology, and operating system products.

• Advanced techniques and methods of computer hardware and software evaluation, implementation, and documentation.

• Troubleshooting, configuration, and installation techniques.

• Basic principles and practices for identifying systems-related issues and actions needed to improve or correct performance.

• The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.

• Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.

• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.

• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

• Modern equipment and communication tools used for business functions and program, project, and task coordination.

• Computers and software programs (e.g., Microsoft software packages) to conduct, compile, and/or generate documentation.

Ability to:

• Plan, organize, and coordinate the work of technical support staff.

• Identify and coordinate areas where business process redesign can favorably impact operations.

• Perform advanced and complex technical support functions in the operation and maintenance of computer software and hardware; take appropriate action to resolve problems or escalate to appropriate staff as needed.

• Identify, maintain, and repair hardware and software problems.

• Perform basic analyses of informational requirements and needs, identify problems, provide technical advice and consultation, and ensure efficient computer system utilization.

• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.

• Establish and maintain a variety of filing, record keeping, and tracking systems.

• Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.

• Learn and understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.

• Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.

• Effectively use computer systems, software applications, and modern business equipment to perform a variety of work tasks.

• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.

• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.

• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Equivalent to an associate degree in computer science, information technology, or a related field and four (4) years of increasingly responsible technical experience performing technical support and network administration on personal computers and peripheral equipment, including software administration.

Licenses and Certifications:

• Possession of, or the ability to obtain, a valid Class C California driver’s license upon appointment.

• Candidate must pass POST level background investigation for clearance to work on Police Department Systems.

• May be required to complete National Incident Management System (NIMS) Training.

Additional Information

PHYSICAL DEMANDS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer, and to operate a motor vehicle to visit various City and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 50 pounds with the use of proper equipment.

ENVIRONMENTAL CONDITIONS

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

WORKING CONDITIONS

N/A

DISASTER SERVICE WORKER

All City of Tracy employees are, by State and Federal law, Disaster Service Workers. The roles and responsibilities for Disaster Service Workers are authorized by the California Emergency Services Act and are defined in the California Labor Code. In the event of a declaration of emergency, any employee of the City may be assigned to perform activities which promote the protection of public health and safety or the preservation of lives and property. Such assignments may require service at locations, times, and under conditions that are significantly different than the normal work assignments and may continue into the recovery phase of the emergency. If a “Local Emergency” is declared during the employee’s shift, employees will be expected to remain at work to respond to the emergency needs of the community. If a “Local Emergency” is declared outside of the employee’s shift, employees must make every effort to contact their direct supervisor or department head to obtain reporting instructions as Disaster Service Workers.