TECHNOLOGY SUPPORT SPECIALIST I

Veteran's Preference This position is eligible to receive Veteran's Preference Points for entrance into the Civil Service. Veteran's Preference will not be granted on the promotional list. If you believe you may qualify for Veteran's Preference, a DD‑214 Member 4 copy indicating at least 181 consecutive days of service must be received in the Human Resources office by the final filing deadline. Role Overview Technology Support Specialist I is the entry-level class in the Technology Support Specialist series. The incumbent is expected to have a basic background in information technology hardware, software, and communications protocols with analytical and diagnostic skills. The incumbent performs routine tasks while learning the specifics of the city’s personal computer hardware and software systems and/or radio systems, programs, and related policies and procedures. The class can advance to a higher level after a one‑year probationary period and an additional year of experience with demonstrated proficiency. Responsibilities Installs and upgrades desktop hardware, software, and peripheral equipment; configures system for optimum operations. Provides full range of assistance and help to system and equipment users as play help‑desk expert. Trains users in operating systems, computer language, application programs, utilities, and hardware operations; assists users applying computer training to work environment; creates technical documents and computer training for end‑users. Serves as liaison between vendor, technical support, network, and departments to resolve radio or personal computer operational problems; coordinates and implements corrective measures. Reviews change notices for information update and notifies customers. Receives problem calls, tracks problem events, and updates knowledge base. Diagnoses and troubleshoots radio or personal computer hardware and software problems using diagnostic tools within established time frame. Designs, installs, troubleshoots, maintains, and administers local area networks. Performs software/database needs assessment; develops, designs, programs, tests, and maintains customized micro‑computer applications. Reviews trends, recommends event reduction measures, and escalates problems to appropriate second‑level support. Prepares and tracks radio or computer hardware and software inventory, and surpluses obsolete radio or computer equipment. Notifies supervisor or appropriate stakeholder regarding procedural or operational problems and user training needs. Education / Experience Possession of an Associate of Arts degree or completion of sixty semester units or equivalent quarter hours from an accredited college or university with major course work in business administration, computer science, or a closely related field. IT Support experience may be substituted for the education on a year‑for‑year basis. Other Requirements Must possess the physical characteristics to perform the critical and important duties of the job, including sufficient dexterity, stamina, and physical strength to lift and carry up to 50 pounds and to operate related equipment. Must possess a valid California Class C driver's license in order to work at remote user sites.If deemed necessary, must be willing to work additional hours and/or weekends to provide operational support. May be required to complete a background investigation and a California Department of Justice fingerprint clearance. Knowledge Principles and practices of technical problem solving, personal computer hardware and software products and diagnostic methods, server connectivity, WAN, LAN, and basic TCP/IP network. Principles, practices, and techniques for providing customer support. Principles and practices of LAN concepts, terminology, and system security. Principles and techniques for evaluation of work processes for new or revised computer applications. Principles of technical report preparation and documentation, including computer research and analysis techniques. Skills Solving software programming and system design problems from minimal diagnostic information. Reviewing and analyzing computer user needs and developing effective hardware and software solutions. Providing technical guidance and assistance to users, customers, and team members. Maintaining organized and accurate records, user procedures, reports of work performed, and other written material. Communicating effectively both orally and in writing. Recognizing problems, developing recommendations and solutions, and overseeing corrections within specialty. Establishing and maintaining effective working relationships with those contacted in the course of the work. Accessibility & Accommodation: The Class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job‑related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent or applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent or applicant when possible. In accordance with California Government Code section 3100, et seq., all City of Stockton employees are considered disaster service workers who may be required to report for duty or remain on duty to address disaster service activities in the event of an emergency or disaster and are required to undertake an applicable loyalty oath. #J-18808-Ljbffr