Information Technology Technician

The Position

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 delivering equipment. In order to drive, individuals must be physically capable of operating the vehicles safely and must possess a valid, class C, California driver's license. Technical certifications equivalent to A+ hardware and software certification, networking technology, or personal computer operating systems are highly desirable.

Additional Information

Physical Requirements and Working Conditions Work is primarily performed indoors in a technical office environment. When responding to questions or requests for information from users and vendors, incumbents communicate orally face-to-face and using the telephone, and in writing using a keyboard. When working in the office, incumbents sit for several hours at a time using a keyboard and video display. Operation of computer equipment requires continuous or repetitive arm/hand movements. Field assignments require incumbents to drive to and from office buildings to install, maintain and/or repair equipment. When installing equipment and/or making equipment repairs, incumbents use common hand tools such as a screwdriver, wire cutters, cable punch and pliers. Incumbents discriminate among and match colors when installing cables and when adjusting colors on monitors, and bend, squat, climb, kneel and twist repeatedly and continually over time when performing installation or repair of equipment. Equipment installation also involves climbing ladders to access ceiling wires; working with arms above shoulder level; grasping, pushing, pulling and fine manipulation; and performing installation work in small, cramped closets, under desks, behind cabinets and while sitting on the floor or in vehicles. Field IT Technicians refer to written and graphic instructions to determine equipment or wiring connection or placement. Using a multimeter and/or tape measure, incumbents evaluate cables for Ethernet specifications and tolerances. Incumbents perform physical inventories of equipment and supplies. They lift and move monitors, printers, servers and other equipment weighing up to 40 pounds over short and long distances without assistance, and up to 75 pounds covering short and long distances with assistance. The City of Santa Rosa - A Wonderful Place to Call Home Santa Rosa is the largest city in Sonoma County, located 55 miles north of San Francisco. Nestled in world famous Sonoma Wine Country, Santa Rosa serves as the County seat and is the center of trade, government, commerce and medical facilities for the Northern San Francisco Bay area. The City offers a wide variety of recreational and cultural activities, and is well known for its excellent schools, temperate weather, and abundant beautiful parks and open space. Residents work in a well-balanced mix of management, professional, manufacturing, sales, tourism, transportation, construction, and service jobs. The City of Santa Rosa provides a full range of services including police and fire protection; construction and maintenance of streets and other infrastructure; water, storm water, and wastewater utilities; housing services through its Housing Authority; economic development; transit; parking; and recreation, parks, and cultural services, including a municipal golf course. The City of Santa Rosa is proud to be an equal opportunity workplace.

The City does not discriminate on the basis of disability in employment. Requests for reasonable accommodations needed to participate in the recruitment process may be made by submitting a Request for Reasonable Accommodation Form within five (5) business days of being noticed that an event requiring accommodation is occurring. You may also contact the Human Resources Department at View phone number on click.appcast.io or View email address on click.appcast.io.