Information Technology Technician

Join The City Of Santa Rosa's It Team

Join the City of Santa Rosa's Information Technology (IT) team where you can be part of a dynamic, customer centric, collaborative, diverse, inclusive and knowledgeable organization helping to meet the organization's mission critical goals working with leading edge technology!

The City of Santa Rosa is committed to building a workforce reflective of our community and establishing a lasting culture of equity and belonging within our organization. Our collective talents and expertise contribute to high-quality public services that support a vibrant, resilient, inclusive City for our community and visitors. We celebrate a diverse workforce and welcome all qualified candidates to apply.

The Benefits of City Employment In addition to offering a rewarding work environment, opportunity for career growth, and an excellent salary, the City of Santa Rosa provides a generous suite of benefits, including retirement through CalPERS, a competitive leave accrual package, a choice of health plans, a flexible spending program, employer contributions to a Retiree Health Savings plan, and top of the line employer paid vision and dental coverage. Information about available benefits can be found HERE. Additional benefits include:

• 12 paid holidays annually, plus 1 to 3 "floating holidays" per year depending on hire date and years of service
• $500 Annual wellness payment
• City of Santa Rosa is an eligible employer for the Public Service Loan Forgiveness Program
• Paid Family Leave

The Position

The City of Santa Rosa is seeking an experienced information technology technician to support and maintain the organization's desktop and mobile computing environments. The current opening is in the Information Technology department under direction of the IT Supervisor performing support for the City's employees who work for our downtown departments, (City Manager's Office, City Attorney's Office, City Clerk, Finance, HR, Planning & Economic Development, Housing, Community Engagement, and Parking), who are working on-site and/or remote. The list of eligible candidates resulting from this recruitment will be used to fill the current opening, and may be used to fill future IT Technician positions. This position is a member of a team in the IT Operations Section, which provides support for all voice communications, data communications, computer networks and all peripheral equipment, i.e., printers and personal computers (PCs, laptops, and tablets). The Section supports nearly 1,400 PC's, 225 servers, over 300 printers, a Citywide computer network with 2,900 connections in over 60 City sites with hundreds of pieces of communications equipment, and a phone system with over 1,500 phone units and over 1,100 mobile devices.

What We're Looking For

Well-qualified candidates will have excellent written and verbal communication, customer service, and time management skills, a team orientation, and significant current experience and knowledge of the latest Microsoft operating systems (Windows 11), applications (Office 365, Teams and OneDrive), Browsers (Edge and Chrome), PC's (Dell preferred), mobile devices (laptops, tablets and smart devices), and be able to troubleshoot and resolve local networking and printing issues. They should have at least 1-2 years of experience within the last five years supporting more than 50 users in a multi-location environment.

Selection Process Applicants possessing the MOST DESIRABLE qualifications based on a screening of applications and supplemental questionnaire responses, will be invited to continue in the selection process. Please complete a thoughtful, thorough Supplemental Questionnaire submission. As part of the selection process, your responses to these questions will be scored using criteria specific to this position. Responses such as "See Resume" may be cause for disqualification or failure to move on to the next stage in the process. The next stage may include a skills-based test in addition to an interview. A candidate list will result from this process that will be used to fill this opening and may be used to fill future openings as long as the list is active. Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply, depending on the duties and responsibilities of the position. If you receive a conditional job offer for the position, the requirements upon which the offer is contingent will be outlined in the conditional job letter.

Examples Of Duties And Responsibilities

• Coordinate and provide technical support to City personnel, on-site, over the telephone, or using computer-based tools; including MS Outlook/email, MS Teams-audio/video/chat-messaging, IT's computer remote-control software, and IT's Help Desk/Ticketing system.
• analyze and solve software, hardware, and network problems
• diagnose, troubleshoot and maintain hardware and software
• install, diagnose and troubleshoot basic problems with LAN/WAN equipment, connections, and nodes, including workstations, servers, printers, modems, and peripheral equipment
• maintain work order request and inventory records
• respond to requests for service
• prioritize, schedule and dispatch field calls
• record and track problems and follow up to ensure that customer satisfaction is achieved prior to closing work orders; involve vendors and other Information Technology staff as necessary
• research answers and provide end user support on-site and remotely regarding supported software and hardware
• analyze customer department technology needs, and recommend and implement optimal solutions
• provide training and information on hardware and software to users
• install, terminate and troubleshoot in-house workstation network cabling, and assist supervisor with coordinating network cabling projects
• install desktop telephones and headsets as required
• diagnose basic telephone problems and coordinate telephone repairs
• manage workload in accordance with Information Technology Department and customer priorities
• perform preventative maintenance on computer and communications equipment and monitor equipment to detect and prevent malfunctions
• respond to and report security issues to management
• troubleshoot logins and change passwords
• assist customers with system lockouts and frozen computers
• write procedures and documentation for complex problems, solutions and standards
• analyze, plan and coordinate the technology portion of employee moves/relocations for assigned department, and assist supervisor with large scale floorplan-workstation reconfigurations
• build and maintain positive working relationships with co-workers, other City employees and the public using principles of good customer service
• install, upgrade and maintain computer hardware, peripherals and associated software;
• perform configurations of new desktop images according to City standards
• may perform user data and email restores from backups
• may provide service as needed during off hours, evenings, weekends and holidays

Required Qualifications

Knowledge of: principles, techniques, and tools of computer hardware and software installation, troubleshooting and maintenance; operating principles, methods, practices, options, and limitations of a wide range of hardware related to computers; uses and limitations of a wide variety of software applications, including spreadsheets, word processing, presentation graphics, desktop publishing, e-mail/calendar, terminal services, and current computer operating systems; basic local and wide area network systems, including topologies and protocols; research techniques, resources, methods and procedures; cabling practices and techniques; record keeping practices and principles; principles and practices of customer service; principles and practices of work safety. Ability to: learn the operations and functions of City workgroups in order to provide appropriate support; track and evaluate work orders and prepare trouble reports; manage and maintain computer and parts inventory; instruct others in the use of computers and software applications; analyze complex customer department technology needs and develop logical, appropriate solutions; diagnose complex problems with equipment, applications, communications systems and operating systems, and recommend and initiate corrective action; identify and locate equipment; interpret trouble tickets; document equipment location; and explain operations and jobs to others; install computer equipment and software and assist in the development of operating procedures; assemble, transport, and maintain computer-related equipment; work independently and as a cooperative, contributing member of a team; analyze data, work methods and procedures; read, comprehend and retain technical information on computer products and systems; organize and manage multiple priorities and perform a variety of work assignments; establish and maintain respectful, tactful and effective working relationships with various customers, co-workers, vendors, and supervisors; communicate technical issues to individuals who have varying degrees of familiarity with computers; maintain the confidentiality of information; communicate clearly and concisely, both orally and in writing. Experience and Education: Any combination of training and experience that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be: Experience - Sufficient years of experience in computer systems support, desktop/user support, technical support, or networking support. Education - Academic course work or formal training in computer science, information systems, network systems or a closely related field. License and Certificate : Depending on assignment, some positions in this classification require the use of a vehicle while conducting city business in various locations and when