Basic Function:

Under the Direction of the Information Technology Operations Manager, the IT Specialist is responsible for performing a wide variety of support tasks relating to the computerized operations of all City departments, including Public Safety. These duties involve both on-site and telephone assistance of systems, software applications, and equipment.

Distinguishing Characteristics:

The IT Specialist class is distinguished from the Lead IT Specialist level by the performance of less than the full range of duties assigned to the Lead IT Specialist level. This is the entry-level class in this series. Positions in this class typically have limited work experience. Incumbents work under immediate supervision while learning job tasks, progressing to general supervision as procedures and processes of assigned area of responsibility are learned.

Essential Duties:

Depending upon assignment, duties and responsibilities may include, but are not limited to:

For General City

Install and upgrade desktop hardware, software and peripheral equipment and configure system for optimum operations.

Analyze and/or resolve hardware, software, and applications problems for network and stand-alone computer systems and network resources supported by the City of Manteca.

Monitor computer systems, networks, and applications for response time, problem prevention, performance and resource utilization.

Coordinate the resolution of network hardware, software, and applications problems between technical, support, and customer personnel.

Report hardware failures to appropriate vendors via telephone or on-line systems.

Evaluate user hardware and software needs and assist in acquisition of approved equipment and software.

Provide a full range of assistance and help to system and equipment users in role of helpdesk expert.

Assist in preparation of user's procedures and documentation.

Complete scheduled systems operational task and routines such as periodic reports and shutdown/start-up procedures for required maintenance and corrective actions.

Train users in operating systems, computer language, applications programs, utilities and hardware operation; assist users in applying computer training to work environment; create technical documents and computer training for end-users.

Research and acquire knowledge of computer hardware and software available to users.

Assist with research, installation, troubleshooting, and maintenance of audio video systems.

Assist with running council meetings, as needed.

Troubleshoot and perform routine maintenance on computer systems and communications components

For Public Safety

Perform a variety of technical activities in the installation, maintenance and support of report writing systems and the software and hardware used in these systems.

Perform minor maintenance on computer hardware; coordinate major equipment repair with other City staff or appropriate outside agencies as needed.

Provide support to the City dispatch center and the software systems they use.

Act as City’s liaison with Federal, State and local agencies in matters pertaining to data sharing, regulations and security.

Work with City staff regarding local and wide area networking as it pertains to the operation of public safety applications.

Provide system back up for various public safety information technology applications and event logs.

Assist the Manager in evaluating information technology goals, objectives, policies and needs; research and evaluate computer software and hardware applications; recommend solutions to meet the needs of the department and users.

Prepare a variety of reports and logs related to assigned activities; prepare software audit reports; retrieve specific information from a variety of database formats.

Operate a variety of computers and other related equipment; drive a vehicle to various sites to conduct work.

Other Duties:

Assist in training staff on the use of all computer systems.

May participate in emergency call-out, after-hour support.

Knowledge of:

• Computer hardware systems architecture, operating systems, software applications and languages used by the City.
• Technical aspects of database administration, installation, maintenance and operations.
• Principles and techniques of systems and network analysis.
• Current methods, practices and procedures involving the use of computer technology and related equipment.
• Principles of and current trends in information technology including systems software and hardware technologies for server, personal computer and client server environment.
• Information technology security methods.
• City rules for information technology projects and business objectives, processes and environment.
• Currently available commercial off-the-shelf software.
• Principles and techniques of training including training needs assessment techniques.
• Personal computer and local-area-network troubleshooting techniques.
• Personal computer and local-area-network configurations, specifications and requirements.
• Problem tracking software tools, security and quality assurance policies and procedures, document workflow processes, and remote access software and techniques of connectivity.
• Technical documents protocols including manuals, schematics, procedures and specifications
• Communications protocols, telecommunications and information processing environments.
• Backup and recovery methods, wiring capacities and limitations, intranet and internet technologies
• Record-keeping techniques.
• Interpersonal skills using tact, patience and courtesy.
• Oral and written communication skills.

Ability to:

• Perform a variety of technical duties in the installation, maintenance and administration software applications.
• Provide technical support and assistance to users.
• Troubleshoot and resolve system problems in a timely manner.
• Retrieve specific information from a variety of database formats.
• Utilize a computer and other office equipment.
• Communicate effectively both orally and in writing.
• Establish and maintain cooperative and effective working relationships with others.
• Determine appropriate action within clearly defined guidelines.
• Maintain records, logs and prepare reports.
• Prioritize and schedule work.
• Meet schedules and timelines.
• Work independently with little direction.
• Understand and follow oral and written directions.
• Report to work every scheduled workday.
• Use a variety of techniques to resolve problems, manage time and resources, concurrently handle multiple assignments and work under strict deadlines.
• Coordinate and facilitate work with others and train and guide others.
• Coordinate with customers to ensure successful completion of projects.
• Organize and manage assigned tasks and requests from customers.
• Assist in maintaining inventory of existing and newly acquired computer hardware and software.
• Assist in obtaining information required for completion of projects.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Lift and move equipment weighing up to 50 pounds.

WORKING CONDITIONS

Environment:

Indoor and outdoor work environment.
Driving a vehicle to conduct work.

Physical Demands:

Dexterity of hands and fingers to operate a computer keyboard.
Seeing to view a computer monitor.
Sitting or standing for extended periods.
Hearing and speaking to exchange information
Bending at the waist, stooping, kneeling or crouching.
Lifting and carrying moderately heavy computer equipment.

EDUCATION AND EXPERIENCE

Any combination of education and experience equivalent to graduation from a two (2) year college or trade school with major course work in computer science, or a closely related field, and two (2) years of experience in computer systems support, and operations in a decentralized network operating environment. Additional qualifying experience can substitute for two years of the education requirement on a year-for-year basis. Experience in a public agency setting is desirable.

LICENSES AND CERTIFICATIONS

Valid California driver’s license.

Recruitments may be extended by the department if a sufficient number of applications have not been received.
The City of Manteca reserves the right to select a limited number of qualified candidates for its recruitments.
Resumes will not be accepted in lieu of a completed application.