Information Technology Technician I/II

The City of Palm Desert provides exemplary and sustainable services, amenities and programs for the benefit of the local and surrounding communities. When you interact with a City employee, you will find our collaborative, driven and efficient staff working together to provide strategic solutions for the community and each other. We are a city focused on external and internal customer service and try to find a way to say “yes,” while not compromising the City’s or our own integrity. Our efforts are guided by our core values: Integrity Stewardship Service Community Innovation Teamwork Our employees are passionate about innovation, collaboration and growth, which is supported by the City’s Council and Executive Team. We are an environment that thrives on making changes, pivoting quickly, and is full of movers and shakers. We are constantly striving to improve processes and better our approach so that we can better support the needs of the City. If you have growth mindset and find change exciting, the City of Palm Desert may be your ideal working environment!

THE OPPORTUNITY

Are you passionate about technology and helping others? Join our team as an Information Technology Technician I/II and help keep the City's technology running smoothly. We are seeking a skilled and service-oriented professional who enjoys troubleshooting technical issues, supporting users, and assisting in the maintenance of the technology infrastructure that supports essential public services in a collaborative environment. Appointment to this position is expected to fall within the salary range of $69,410 to $84,386 ; however, the final amount will be carefully determined based on the candidate’s knowledge, skills, qualifications, and an evaluation of internal equity within the organization. Exceptional candidates with highly relevant experience and credentials may be considered for compensation above the anticipated hiring range. Under immediate (I) or general (II) supervision, assists in the development, testing, implementation, maintenance, and modification of less complex information systems supporting City of Palm Desert operations. Provides routine hardware and software technical support to end users in the daily operation of systems of limited scope and complexity. Maintains system and procedural documentation; monitors and tracks data processing costs; may provide technical direction to clerical or support staff; and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives supervision from supervisory or management staff. Does not directly or indirectly supervise other employees but may provide technical direction and training to less experienced staff. Information Technology Technician I This is the entry-level classification in the Information Technology Technician series. Initially under close supervision, incumbents perform routine to moderately complex technical duties related to the support, maintenance, and operation of the City’s computer systems, network infrastructure, and related technology resources. Work requires the application of established policies, procedures, standards, and best practices, and may involve assisting users with hardware, software, network connectivity, and system access issues. As experience is gained, incumbents receive increasingly complex assignments and greater responsibility, and the level of supervision and review decreases as the employee demonstrates the ability to perform duties with increasing independence. Incumbents are expected to exercise limited discretion and judgment within established guidelines and procedures when diagnosing problems, determining appropriate solutions, and prioritizing assigned work. Work is reviewed for accuracy, completeness, and adherence to City standards. Information Technology Technician II This is the journey-level classification in the Information Technology Technician series. Incumbents perform the full range of technical duties related to the installation, configuration, maintenance, troubleshooting, and support of the City’s computer systems, network infrastructure, software applications, and related technology environments. Work is performed under general supervision, with incumbents exercising substantial independent judgment within established policies, procedures, and technical standards. Positions at this level work with greater independence and are expected to diagnose and resolve complex or non‑routine technical issues involving hardware, software, network connectivity, user access, and system performance. Incumbents may configure and maintain system components, support upgrades and implementations, participate in testing and deployment activities, and perform technical research to identify and recommend solutions. Positions in the Information Technology Technician I/II class series are flexibly staffed and positions at the Information Technology II level may be filled by advancement from the Information Technology Technician I level; progression to the Information Technology Technician II level is subject to management approval and is dependent on the incumbent (i) performing the full range of duties assigned to the II level, and (ii) acquiring the knowledge, skill, and experience necessary to meet the minimum qualifications for the II level of the series. Examples of Typical Job Functions Receives and responds to service requests related to hardware, software, and network issues; troubleshoots, diagnoses, and resolves technical problems in a timely manner. Performs local and remote testing of computer systems and peripheral equipment, including the use of diagnostic software and tools to identify faults. Repairs and maintains equipment by replacing boards, components, and cabling; builds and installs custom cables as needed to correct or prevent system failures. Prepares, installs, configures, and deploys computers and related equipment, including establishing connections to data and communications networks. Assists with the installation, configuration, and maintenance of operating systems, applications, and peripheral devices. Diagnoses and resolves software‑related issues, escalating complex problems as necessary. Coordinates the shipment of malfunctioning equipment for external repair and tracks repair status. Orders, inventories, and manages spare parts, salvages usable components from surplus or decommissioned equipment. Implements new systems and provides ongoing maintenance, upgrades, and enhancements to ensure optimal performance and reliability. Trains end users on the basic operation, care, and maintenance of computers, software, and related equipment. Installs, configures, and supports peripheral devices such as printers, scanners, plotters, and specialized graphics equipment. Performs a variety of support functions, including contacting vendors to report or resolve issues, assisting with equipment demonstrations and site preparations, relocating computer equipment, and coordinating with electricians regarding wiring requirements. Follows established procedures and best practice to ensure system security, data integrity, and compliance with applicable policies. Monitors data communications and network activity; diagnoses connectivity issues and assists users with network‑related problems. Responds to equipment malfunctions by consulting technical documentation, providing corrective action, or notifying supervisors of major issues, contacting vendors for technical support when necessary. Performs other related duties as assigned. Knowledge of Applicable federal, state, and local laws, regulations, ordinances, and City policies and procedures related to information technology operations. Principles, practices, operations, and services of integrated information technology systems and computer operations. Operational characteristics of a wide range of computer hardware, software, peripherals, and network systems. Methods and techniques for installing, configuring, maintaining, and troubleshooting computer systems, applications, and network connectivity, including Internet access. Ability to diagnose, analyze, and resolve hardware, software, and communications system issues using logical troubleshooting techniques. Knowledge of common operating systems, desktop software, and standard business applications. Basic data management concepts, reporting tools, and information handling practices. Hardware components, peripherals, and network fundamentals, including connectivity and communication systems. Methods and best practices for providing technical support and delivering high‑quality customer service. Techniques for preparing, maintaining, and updating clear and accurate technical documentation. Modern office practices, procedures, computer equipment, and applications relevant to assigned duties. English usage, grammar, spelling, vocabulary, and punctuation. Techniques for professionally representing the City in interactions with the public, vendors, contractors, governmental agencies, and business or regulatory organizations. Ability to Interpret, apply, explain, and ensure compliance with federal, state, and local policies, procedures, laws, and regulations. Provide routine technical support for hardware, software, and applications. Install, configure, and troubleshoot standard software and equipment. Follow established procedures and apply basic technical troubleshooting techniques. Communicate technical information clearly to non‑technical users. Maintain accurate records, documentation, and inventories. Prioritize tasks and manage multiple service requests in a timely manner. Work independently on routine assignments and as part of a team on larger tasks. Use tact, courtesy, and professionalism when dealing with City staff, vendors, and the public. Establish and maintain effective working relationships. Education and Experience Information Technology Technician I/II: Equivalent to graduation from an accredited two‑year college with coursework in information systems, computer science, or a related field. Information Technology Technician I: Two (2) years of increasingly responsible and varied IT support experience. Information Technology Technician II: Four (4) years of increasingly responsible and varied IT experience providing technical support for computer systems, applications, or related information technology services, including at least (2) years equivalent to that of an Information Technology Technician I. Licenses and Certifications Possession of, or ability to obtain, a valid California driver’s license by time of appointment may be required for certain assignments. Physical Demands Must possess mobility to work in a standard office setting and use standard office and information technology equipment, including a computer and related peripherals. Vision is required to read printed materials and a computer screen; hearing and speech are required to communicate in person, before groups, and over the telephone. This is primarily a sedentary classification; however, standing and walking between work areas and to respond to routine technical support needs may be required. Finger dexterity is necessary to access, enter, and retrieve data using a computer keyboard and to operate standard office and information technology equipment. Positions in this classification require bending, stooping, kneeling, reaching, pushing, and pulling to access work areas, equipment, and stored materials. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds, with the use of proper equipment. Reasonable accommodations will be made for individuals on a case‑by‑case basis. Environmental Elements Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures. #J-18808-Ljbffr City of Palm Desert