IT Technician

Job Title

Information Technology Help Desk Technician

Job Description

Under general supervision, installs, configures, maintains, troubleshoots and repairs personal computers, network equipment, mobile devices and communication systems. Position provides front line support for all information technology problems and issues for the City of Norco, working independently on a day-to-day basis and coordinating with IT management and vendors as needed.

Typical Duties

Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. TYPICAL DUTIES & RESPONSIBILITIES:

• Provides end user Help Desk support for computers (PCs), laptops, tablets, mobile devices, web-based phone and video conferencing applications, and various business applications. Troubleshoots and repairs hardware and software for PCs; tracks issues to resolution using the City's IT service management (ITSM) ticketing system; schedules and performs routine maintenance of PCs; maintains inventory and inventory database of hardware and software; installs software updates; installs and configures new hardware and software; sets up PCs, laptops, and related peripherals for conference rooms and meetings; provides audio/visual (AV) support for meetings and presentations; operates the video and livestream feed for City Council meetings; travels to off-site locations to resolve issues as needed.
• Provides first-level support for the City's network infrastructure, including switches, wireless access points, and firewalls; troubleshoots connectivity issues and escalates complex network issues as needed; supports and troubleshoots the City's web-based phone system, including voicemail, user extensions, and call routing; assists with the research, evaluation and purchase of PCs, hardware and replacement parts; meets with supervisor to determine priorities of daily assignments and reviews any issues. Monitors and maintains on-premise and cloud-based backups, participates in testing backup restoration and disaster recovery tests.
• Stays current with information systems technology and updates, including emerging cybersecurity threats and best practices.
• Supports the City's Microsoft 365 environment, including user account administration (adding, modifying, and removing user accounts and access, and resetting passwords), email, and directory services; assists with Microsoft Teams and SharePoint administration (including creating, modifying, or deleting groups, channels), OneDrive configuration and records retention, assists with endpoint security tools, multi-factor authentication, and other cybersecurity measures to protect City systems and data; assists with mobile device management and configuration.
• Assists with vendor management for IT hardware, software, and managed services, including coordinating service calls and support tickets, tracking vendor performance against service level agreements, and assisting with contract renewals and procurement documentation; serves as the on-site point of contact for vendors, escalating issues appropriately.
• Provides high-level technical support for application programs including websites, financial management, class registration, animal control, asset management, permit and other City business related application programs, engaging the appropriate software vendor for in-depth troubleshooting and configuration support as needed.
• Performs other related duties as assigned.

Typical Qualifications

The knowledge and abilities which are required to perform the duties and responsibilities of this class are as follows:

MINIMUM QUALIFICATIONS: Any combination of experience, training, and education, including certifications and degrees in related fields of study, that would provide the required knowledge and skills may be qualifying. Education: High School Diploma or equivalent. Certifications: Must possess CompTIA A+ Certification within six months of appointment. Experience: Two years of computer configuration, first-level network troubleshooting, and help desk experience in a business environment. Knowledge: Basic knowledge of Windows operating systems, Microsoft Office/365 applications, computer hardware, and network connectivity troubleshooting; knowledge of cloud-based productivity platform administration (e.g., Microsoft 365); and knowledge of cybersecurity principles and best practices, including data backup and security requirements. Ability/Skills: Skill in installing, repairing, updating and maintaining PCs, mobile devices, and network systems to meet end user needs; in training and supporting end-users in the utilization of computers and business applications. Skill in working independently, exercising sound judgment, and coordinating with outside vendors and service providers. Skill in oral and written communications and establishing and maintaining effective working relationships. Skill in problem analysis and problem solving. Skill in planning, organizing, and time management. Customer Service: Skill in providing effective, courteous customer service to City employees and the public. License: Valid California driver license with a good driving record.

DESIRABLE QUALIFICATIONS: Education: Associate degree in Information Technology, Computer Science, Information Systems, Business, Communications, or a related field. Certification: CompTIA Network+ or Security+ Certification, or equivalent. Experience: Four or more years of related experience, including experience providing high-level technical support in a Windows environment, and experience supporting cloud-based productivity platforms (e.g., Microsoft 365) and business network infrastructure (switches, wireless access points, firewalls). Knowledge: Working knowledge of server technologies, including Windows Server. Knowledge of Hyper-V virtualization systems.

PHYSICAL REQUIREMENTS: Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and or move up to 75 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.