Information Systems Technician

Technical Support Specialist

Under general supervision, performs technical support offering guidance and assistance to end-users; manages the help desk ticketing system and resolves a wide range of technical issues; assists with the City's media production and telecommunication services; conducts maintenance and repairs for various computer systems; monitors city-wide application systems and network infrastructure; assists with special projects; and performs related duties as assigned.

The ideal candidate will be a skilled and customer-focused IT professional with a strong foundation in computer systems, networks, and technical support. Must demonstrate a proven ability to manage and resolve a wide range of help desk requests while providing exceptional service to City staff.

The successful candidate will possess the following qualities and competencies:

• Technical Expertise: Proficient in diagnosing, troubleshooting, and resolving hardware, software, and network issues; knowledge of system administration, application support, and network infrastructure monitoring; familiarity with telecommunication systems and media production technologies.
• Problem-Solving and Initiative: Exercises sound judgment and resourcefulness in addressing technical challenges; works independently with minimal supervision, quickly adapting to new or unusual situations; demonstrates initiative in maintaining system performance and contributing to special projects.
• Customer Service Orientation: Provides responsive and professional support to end-users, ensuring timely resolution of technical issues; communicates technical information clearly to both technical and non-technical audiences; builds effective working relationships across departments.
• Teamwork and Collaboration: Works collaboratively within the Information Systems division while maintaining accountability for assigned tasks; demonstrates flexibility and willingness to assist on diverse projects.
• Professionalism: Fully understands and adheres to departmental policies and procedures; maintains confidentiality, integrity, and a high standard of service in all responsibilities.

This role is well-suited for a motivated professional who enjoys problem-solving, supporting city operations through reliable technology services, and contributing to innovative projects that enhance organizational efficiency. This is an excellent opportunity for an IT professional who enjoys supporting end users, working with diverse technologies, and contributing to innovative projects that enhance City services.

Examples Of Duties

• Responds promptly to incoming help desk requests from end users via phone, email, or ticketing system; effectively troubleshoots hardware, software, and network-related issues to minimize downtime.
• Resets passwords and manages account access, ensuring adherence to security protocols.
• Installs, configures, and upgrades desktop computers, servers, and associated hardware and software across diverse platforms; performs testing on specialized applications and security devices.
• Processes service-related information in the automated work management system; maintains accurate records and files; documents progress and procedures performed; generates periodic systems reports.
• Sets up and relocates workstations, kiosks, and computer-related equipment; installs and troubleshoots voice connections, cabling, and instruments; certifies each installed connection.
• Performs basic hardware maintenance and repairs, including component replacements and peripheral installations.
• Provides remote technical support to off-site staff members, addressing network connectivity and software access issues.
• Identifies and escalates faults, performance issues, and security concerns in application systems and network infrastructure to the appropriate team for resolution; makes recommendations for resolution when appropriate.
• Updates and maintains the City's website; implements, monitors, and maintains web services for City departments including online payment systems, electronic signatures, virtual meeting archives and geographic information systems.
• Maintains detailed documentation of support activities, including issue resolution steps and troubleshooting guides, to facilitate efficient problem-solving.
• Assists in production of video broadcasting; installs, sets-up, and troubleshoots audio-visual equipment and broadcast network; operates a variety of media and audio-visual equipment including cameras and microphones; makes recommendations for audio-visual equipment purchases.
• Oversees the setup, operation, and shut down of virtual/hybrid public meeting systems.
• Offers end-users training and guidance on technology best practices, new technologies, recording and supporting public meetings, and applications to enhance technical proficiency.
• Participates in Information Technology (IT) projects by providing technical support, contributing to project planning, and ensuring successful implementation or completion.
• Maintains accurate records of IT assets, including computers, peripherals, and software licenses; updates inventory lists and performs periodic audits to the inventory database.
• Enforces IT operational policies and procedures to maintain a secure and compliant environment.
• Stays informed about current trends and developments in computer software programs and networking systems across various hardware operating systems.
• Attends and actively participates in staff meetings and relevant meetings as requested.
• Performs other duties as assigned.

Typical Qualifications

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:

Education: Equivalent to completion of the twelfth (12th) grade supplemented by specialized training in Computer Science, Information Technology, or a related field.

Experience: Two (2) years of technical support, help desk assistance, or end user support.

Licenses and Certifications: Possession of a valid California Driver's License and a satisfactory driving record, to be maintained throughout employment.

Supplemental Information

Knowledge of:

• Applications and functions of computer hardware, software, peripherals, and networking concepts.
• Basic maintenance and troubleshooting of Windows operating systems and LAN/WAN routers.
• Computer and peripheral equipment maintenance methods and procedures.
• Active directory and user account management.
• Help desk ticketing systems and remote support tools.
• Occupational hazards and standard safety practices necessary in the area of computer operations.
• Recent and on-going developments, current literature, and sources of information related to the operations of the assigned programs.
• Audio-visual equipment and systems including equipment used in video broadcasting.
• Record-keeping principles and procedures.
• Applicable federal, state, and local laws, codes, and regulations relevant to the assigned area of responsibility.
• City and mandated safety rules, regulations, and protocols.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:

• Analyze and troubleshoot computer system and telecommunications hardware and software and utilize appropriate resources to solve problems.
• Establish and maintain a computer maintenance schedule.
• Train users in the application and use of computer hardware and software.
• Diagnose system software problems.
• Learn to use new and existing software and hardware.
• Install and operate a variety of audio video equipment including cables, microphones, tripods, and lights.
• Prepare clear and concise reports, correspondence, and other written materials.
• Maintain accurate files and records.
• Demonstrate sensitivity, awareness, and appreciation of the diversity of the community.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform work tasks.
• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Benefits

Paid Holidays: 9 paid holidays plus paid Winter Break (December 24 - January 1). Malibu City Hall is closed on the following holidays:

• Martin Luther King Jr. Day (third Monday in January)
• Presidents Day (third Monday in February)
• Memorial Day (last Monday in May)
• Juneteenth (June 19)
• Independence Day (July 4)
• Labor Day (first Monday in September)
• Veterans Day (November 11)
• Thanksgiving Day (fourth Thursday in November)
• The Friday following Thanksgiving Day
• Winter Break (December 2