INFORMATION TECHNOLOGY TECHNICIAN II

WE ARE HIRING: INFORMATION TECHNOLOGY TECHNICIAN II

Are you ready to grow your technical career and make a meaningful impact? The Superior Court of California, County of San Bernardino, is seeking a skilled Information Technology Technician II to deliver advanced technical support across our Court-wide systems and infrastructure. The ideal candidate brings strong technical expertise, a commitment to excellent customer service, and the ability to contribute to an efficient and user-focused IT environment. Responsibilities Provide advanced technical support to end users across multiple Court locations, resolving complex hardware, software, and application issues. Support and enhance IT service management (ITSM) practices, including incident response, service requests, and asset tracking. Serve as a resource to junior technicians by offering guidance, troubleshooting assistance, and knowledge sharing. Assist in developing and maintaining standard operating procedures, documentation, and knowledge base resources to improve service delivery. Collaborate with IT teams, including Infrastructure, Cybersecurity, and Business Solutions, to ensure system reliability, performance, and security. Participate in technology deployments, upgrades, and operational initiatives that improve efficiency and user experience. This role is a key contributor to maintaining effective IT operations while supporting continuous improvement and high-quality service across the Court. Background and Sponsorship Selected candidates must pass a background check and reference checks. San Bernardino Superior Court does not consider candidates who will require visa sponsorship at any time. Position Summary Under general supervision, performs problem analysis and resolution of information technology service desk calls; performs workstation support duties; assists and trains end users; installs, configures, tests and maintains user computer hardware, software, wireless devices and network equipment, phones, courtroom and office equipment; and performs related duties as assigned. Supervision Received and Exercised Receives general supervision from assigned supervisory and management personnel. Exercises no direct supervision over staff. Class Characteristics This is the journey-level classification in the Information Technology Technician series. Positions at this level are distinguished from the I-level by the performance of the full range of duties as assigned, working independently, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from the Senior Information Technology Technician in that the latter performs more complex work assigned to the series and provides technical and functional direction over lower-level staff. Typical Job Functions Provides advanced end user support for a variety of issues; diagnoses and fixes computer hardware and software or communications connectivity issues; resolves issues within prescribed timelines or refers to higher level professional staff for further investigation and resolution. Receives and responds to inquiries and requests for routine technical assistance from end-users on computer software and hardware, peripheral equipment and local area networks; troubleshoots, diagnoses and resolves basic and/or routine hardware, software and network connectivity problems via remote access, on-site, or by telephone; refers more complex problems to professional staff for resolution. Installs, configures, and upgrades hardware and standard software in accordance with established end-user profiles; configures network connectivity for hardware and devices, including network printers; removes programs as needed; checks overall software performance and compatibility with other software and operating systems; modifies software parameters and settings. Diagnoses routine hardware, software, and network malfunctions; researches potential solutions; replaces components and performs other maintenance and repair; installs and configures replacement equipment and cables; requests, coordinates and schedules repair of hardware with outside vendors. Enters service-related information in service management system, ensuring system is updated when actions are taken; maintains accurate records and files; documents progress and procedures performed; generates systems reports on a periodic basis. Assists in training end users on new hardware and software capabilities, uses and functions; writes and maintains technical operating instructions and documentation and advises on best practices. Maintains up-to-date technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional associations. Observes and complies with all Court and mandated safety rules, regulations, and protocols. Performs related duties as required. 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. Experience Three (3) years of increasingly responsible experience in providing technical support for computer hardware and software. Licenses and Certifications Possession of a valid California Driver’s License, a satisfactory driving record, and a properly registered and insured vehicle, to be maintained throughout employment. Physical Requirements Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and visit various Court sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 50 pounds. #J-18808-Ljbffr SAN-Bernardino-Superior-Cour