DEFINITION
Under general direction, provides computer operations and Information Technology (IT) help desk services and support to end users. The Information Systems Technician is responsible for installing, configuring, and troubleshooting hardware and software applications and equipment on the network. This will include answering phone calls to support customers with hardware and software issues and providing technical solutions, determining network issues, tracking, following up on the status of issues, and maintaining written documentation on installations and system fixes as needed. The position is also responsible for administrative functions associated with the IT division.

SUPERVISION RECEIVED AND EXERCISED
This class receives supervision and direction from the Information Systems Administrator. No direct supervision is provided by this classification.

CLASS CHARACTERISTICS
This is the journey-level class in the Information Systems series. Positions in this class are normally assigned tasks of moderate complexity, or more complex tasks with technical guidance. This class may require flexible work schedules including early morning, weekend and evening hours.
EXAMPLES OF DUTIES

• Perform routine to moderately difficult office support work under general supervision.
• Perform regular maintenance functions to assure maximum performance and reliability.
• Prepare end-user documentation and operating procedures.
• Troubleshooting equipment problems to ensure functional operation; performing minor repairs on computer equipment; and creating new data plugs, replacing cables, and making necessary adjustments.
• Receive, open, and actively track technical incidents and helpdesk requests to meet the team's service-level obligations; determine the severity of problems and resolve or refer to the appropriate staff or vendor.
• Monitor and operate IT equipment and peripherals; perform routine maintenance and cleaning of hardware.
• Assist in establishing standards for workstation system resources; analyze and evaluate software and hardware products and upgrades. Install, configure, monitor, modify, and maintain system hardware and software; assist in preparing complex IS programs for business applications.
• Maintain hardware and software documentation required for purchasing, inventory, disposal, licensing, maintenance, and configuration.
• Effectively handle multiple assignments. Communicate effectively both verbally and in writing. Establish and maintain effective working relationships with those contacted in the course of the work.
• Stay informed of new trends and innovations in the field of information technology support and analysis.
• Perform a variety of office administrative details such as organizing and maintaining various files and citywide hardware and software inventory and keeping reference materials up to date. May develop, operate and maintain a database, spreadsheet or other automated system; provide administrative support for bids and purchases; proofread documents for accuracy, completeness and compliance with departmental policies and procedures; and perform related tasks as necessary.
• Coordinate off-site storage, e-waste disposal and cloud-based record back-ups; execute file recovery procedures; order supplies; arrange for the repair of equipment, transmit information; monitor vendor contracts; initiate purchase requisitions and track deliveries.
• Perform complex, and/or confidential administrative support work, which may require the exercise of independent judgment, the application of technical skills, or knowledge of detailed or specialized activities related to the Information Systems Division.
• Analyze, plan, design, and implement complex departmental information technology systems; research technology, vendors, and other sources and maintain Information Technology bidders lists.
• Evaluate vendor supplied software and hardware products in accordance with City requirements and specifications; recommend new or replacement products as appropriate; coordinate the acquisition, installation and application of vendor products.
• Implement, evaluate, monitor and maintain appropriate security systems and procedures in order to protect the integrity and confidentiality of City systems.
• Work generally within Information Technology standards and policies, identifying need for changes, effecting minor changes.
• Provide first level technical support to users by diagnosing and correcting problems.
• Analyze reports; identify and interpret technical and numerical information.
• Observe and problem solve operational and technical policy and procedure issues; interpret and explain technical concepts to less knowledgeable individuals.
• Perform complex computer operations tasks, acting under general supervision; assist with development of operations procedures.
• Coordinate training and/or train others in IT work procedures or direct the work of others on a project basis.

QUALIFICATIONS
Knowledge of:

• Principles and practices of computer, analog and voice over Voice over Internet Protocol (VOIP) support services, computer hardware and software applications and associated security and backup procedures.
• Working knowledge of Microsoft 365 products, including Exchange Online, SharePoint, OneDrive, Microsoft Azure - Extensive knowledge of Microsoft desktop operating systems (Windows 10/11) and Office Suite.
• Hardware and software purchasing and maintenance.
• Use and limitations of information technology.
• Operating systems and software packages including Windows and Microsoft.
• IT hardware and peripheral configuration, troubleshooting and repair.
• Workstation software, configuration, maintenance, upgrade, security issues, troubleshooting. Familiar with virus and spyware monitoring and removal procedures.
• Deployments for and maintenance of networking products, security products and systems.
• Office management practices and procedures, including filing and the operation of standard office equipment, accounting procedures with regard to purchase orders, payment requisitions and funding codes, and payroll procedures.
• Basic business data processing principles, computer operations processing and procedures, the use of a word processor or personal computer, and operations printers and related equipment.

Ability to:

• Obtain and maintain security clearance from the Department of Justice sufficient to access all necessary computer systems.
• Drive a vehicle safely and efficiently. Lift and move heavy objects. Work flexible hours to accomplish systems tasks.
• Communicate clearly and easily with users and vendors of varying levels of technical expertise; ask questions and get information in order to diagnose telephone and computer problems and discern what level of support is needed when a problem is presented.
• Operate a wide variety of telecommunications and computer hardware and software as well as standard office equipment and quickly learn use of new technologies and applications.
• Perform complex or difficult office support work, organize, prioritize and coordinate work activities and research and maintain office files; compose routine correspondence from brief instructions; make arithmetic calculations with speed and accuracy; use initiative and sound independent judgment within established guidelines.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Perform complicated administrative and technical projects with minimal guidance; keep up to date with technology.
• Independently diagnose and resolve analog, VOIP, and computer problems.
• Carry out complex operations procedures and independently resolve processing errors.

Skill in:

• Critical thinking; analytically and logically evaluating information, calculating risks, propositions, and claims
• Observing and problem solving operational and technical policy and procedure issues; interpret and explain technical concepts to less knowledgeable individuals.
• Identifying and conceptualizing user information needs; evaluate existing system software/hardware capabilities relative to those needs.
• Adaptability; responding positively to change and modifying behavior as the situation requires.
• Listening and responding to customers and making decisions for optimal courses of action in a timely manner.
• Troubleshooting computer problems by obtaining facts and data pertaining to the issue and taking appropriate corrective action.

Education and Experience: Any combination equivalent to the education and experience likely to provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:

An associate’s degree in computer science, information technology, or a related field; and two (2) years of progressively responsible experience in a computer environment similar to that used by the City, including network design and administration, databases, email applications, networked computers and printers; and one (1) year of experience in an office or customer service environment with direct contact with the customers..

A bachelor's degree and experience in a public agency is desirable.

License or Certificate:
Microsoft certification from a recognized institution is desirable. Must possess a valid Class C California Driver’s License.

Working Conditions: Works predominately inside. Work is performed in an office setting or at the employee’s workstation with frequent interruptions, multiple priorities and deadlines, inquiries, and peak workloads. May work occasional overtime, as required. May travel to sites out of the City. Specified positions may require working evening or off-hours shifts.

Physical Demands: Work requires extended periods of sitting and keyboarding, reaching, stooping, pushing, pulling, manual dexterity, clear speech and visual and hearing acuity, and transporting and lifting of boxes and equipment weighing up to 60 pounds. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to finger, handle, or feel, and talk or hear. The employee frequently is required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The employee is occasionally exposed to fumes or airborne particles. The employee occasionally works with use of vehicle. The noise level in the work environment is usually moderate.