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POSITION SUMMARY
Under supervision of the Information Technology Manager, the Information Technology Technician position supports programs and activities related to the City’s technology and telecommunications operations and systems. This includes performing basic computer related duties such as analyzing, troubleshooting, and resolving technical operational problems for desktop computers, peripherals, and networks; providing informal training to users on system implementation and operations; performing other related duties as assigned by supervisor. The assignment is 27-30 hours per week for approximately 6 months and may be extended.

ESSENTIAL JOB FUNCTIONS   

• Respond to all information technology help desk requests and provide a full range of assistance and help to system and equipment users in the role of help desk expert.   
• Performs basic and advanced configuration, installation and maintenance of computers, peripherals, telephones and mobile devices.   
• Participates on project teams to ensure successful implementation of new systems or upgrades to existing systems.   
• Analyzes and/or resolves computer, software, and application problems for on-premise and cloud-based systems and network resources supported by the City of Los Altos.   
• Monitors computer systems, networks, and applications for response time, problem prevention, performance and resource utilization.   
• Reports hardware failures to appropriate vendors via telephone or on-line systems.   
• Evaluates user hardware and software needs and assists in acquisition of approved equipment and software.   
• Assists IT team members to train end-users in operating systems, application programs; assists users in applying computer training to work environment; creates technical documents and computer training for end-users.   
• Schedules training classes and coordinates class preparation.   
• Assists with front counter check-in system as well as campus-wide wireless networks.   
• Compiles and maintains computer and system documentation.   
• Works with IT team members for assigned tasks; performs other related duties as assigned by supervisor.   
• In the absence of the IT Manager, will take direction from the IT Analyst.    

Customer support and other position expectations:

• Maintains punctuality and attendance at work.   
• This position will require occasional night and evening work.   
• Maintains internal and external customer relations.   
• Uses tact and diplomacy in all interactions with customers.   
• Establishes and maintains positive and effective working relationships with co-workers and those contacted in the course of work.   
• Calms angry customers using interpersonal skills and advises co-workers or supervisors if appropriate.   
• Maintains a professional office environment.   
• Maintains attention to detail by prioritizing work and coordinating several activities simultaneously despite interruptions.   
• Maintains integrity of work.   
• Takes responsibility and accountability for completion of work and customer interactions.    

PHYSICAL REQUIREMENTS AND GENERAL WORKING CONDITIONS
Requires the mobility and manual dexterity to work in a standard office environment, use standard office equipment and attend off-site meetings; speech and hearing to communicate in person and by telephone; vision to read handwritten and printed materials and a computer screen; and strength and agility to lift and carry items weighing up to 70 pounds. On a continuous basis work in an office environment sitting at a desk for long periods of time; travel from job site to job site sitting in vehicle; bend, squat, climb, kneel and twist while performing field work; may be exposed to dust, noise, machinery, moving objects and other vehicles while performing field work; may work on uneven or slippery surfaces; and may intermittently perform field work while exposed to various types of weather including extreme heat during summer months and cold temperatures during the winter months. Some accommodations may be made for some physical demands for otherwise qualified individuals who require and request such accommodations. The position may require occasional night and weekend work. 

MINIMUM POSITION REQUIREMENTS:  

KNOWLEDGE OF:
Installation, maintenance and repair of computer, peripheral and network equipment; remote support software and its usage in supporting geographically diverse clients, audio/visual equipment and its setup/maintenance; data communications processes; installation and utilization of client/server applications; principles of file and data management systems; capabilities, limitations, characteristics, and uses of various business software applications; principles and procedures of personnel training; effective written and oral communications skills.   

SKILL AND ABILITY TO:
Establish and maintain harmonious and effective working relationships with a wide variety of people that include senior management, employees, outside organizations, and the general public; research and understand emerging technologies and their application to improve City services; make sound decisions in a manner consistent with essential job functions; operate electronic testing equipment and/or tools in the installation and/or repair of computer, peripheral and network equipment problems; work under direction to prioritize work and seek solutions to specific problems; apply logical and orderly analysis processes to troubleshooting and solving operational computer and peripheral equipment problems; conduct and/or coordinate informal and formal training regarding City computer equipment and software.   

EXPERIENCE AND EDUCATION:
Any combination equivalent to experience, education and training that would likely provide the required knowledge and abilities could be qualifying. A typical way to obtain the knowledge and abilities would be:    

• An Associate’s degree from an accredited college or university with major course work in a field such as computer science, information technology
  systems or a related field. Professional certification in one or more fields of information technology may be substituted for the education. Additional years of experience may be substituted for educational experience on year for year basis.  
• Possession of a MCSA (Microsoft Certified Solutions Associate). CompTIA A+, Cisco Certified Network Associate (CCNA) or Microsoft Certified Systems Engineer (MSCE) is desirable but not required.  
• 3+ years of experience providing user support in the operation, maintenance, and implementation of applications programs on multiple platforms
  including client/server, desktop computer and networks.  
• Possession of a valid California driver’s license with a satisfactory driving record is required.    

IDEAL CANDIDATE POSSESSES THE FOLLOWING CHARACTERISTICS:
The Ideal Candidate possesses the following characteristics: Is highly professional, patient, respectful, and ethical; possesses excellent problem-solving skills and a can-do attitude; demonstrates outstanding customer services skills and follow through, is willing to go above and beyond to achieve positive results. Communicates effectively and proactively both verbally and in writing. Maintains integrity, and is accountable and responsible for all work completed; is tactful and diplomatic.

COMPENSATION
This is a Part-Time/Temporary/Seasonal position with an hourly rate range of $32/hr – $45/hr (DOE).

OTHER INFORMATION
Part-Time/Temporary/Seasonal employees are non-benefited, at-will positions. Since the City does not participate in Social Security and is required to provide an alternative retirement plan, you are required to participate in the City's defined contribution retirement plan through Nationwide where 3.75% of your gross compensation per pay period is deducted and put into the plan. The City matches this 3.75% for a total contribution of 7.5% of your gross compensation per pay period.

APPLICATION PROCEDURE
A completed City application, cover letter and resume must be received. The recruitment will remain open until filled. The first review of applications will occur on Tuesday, September 3rd, 2019.

SELECTION PROCESS
The applicants most closely matching the City’s desired qualifications and organizational needs will be invited to participate in the interview process. Prior to hire, candidates will be required to successfully complete a pre-employment process, including an employment verification, a complete background investigation, and an FBI level live scan.

EQUAL OPPORTUNITY EMPLOYER
The City of Los Altos is an equal opportunity employer and does not discriminate in employment on the basis of a person’s race, religious creed, color, national origin, ancestry, mental or physical disability, medical condition, marital status, sex, age or sexual orientation. Candidates with a disability, which may require special assistance in any phase of the application or testing process, should advise City of Los Altos upon submittal of application. Documentation of the need for accommodation must accompany the request.

LIMITATIONS AND DISCLAIMER
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

The actual salary shall be determined by the final candidate’s qualifications and experience. In addition to the starting salary, employees in the Deputy Director classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay. 

The City of San José Information Technology Department (ITD) is seeking an exceptional Deputy Chief Information Officer (CIO) to lead its Business Solutions Division and to serve on the City’s IT Executive Staff.

The Business Solutions Division is in the midst of a strategic rebuild. This leadership position will inspire team members and nurture a culture that is collaborative and customer centric at its core. The position is critical in helping the City achieve ambitious goals to innovate, accelerate delivery of solutions, and support deep collaboration to provide remarkable value to City customers. The current portfolio includes collaboration, productivity, database administration and enterprise resource planning. Additionally, the City will see continued growth in its Smart Cities and Internet-of-Things solutions portfolios the coming years. This IT leader will play a key role in helping to define those paths.

The ideal leader of this division will plan, guide, and develop the team to provide World-class solutions through strong and integrated technology platforms, while also preparing the team for future technology investments focusing on:

• Superior customer experience, usability, user adoption and change management;
• Sustainable systems through strong strategic and technical planning; and
• Security and interoperability through identity, data, multi-cloud, and application service integrations.

Working under the CIO and Assistant Chief Information Officer (ACIO), collaboration, responsiveness, employee development, and effective relationship management with teams across the City are critical to success for this IT leader. They will foster a team that is engaged, embraces innovation and change, and exemplifies exceptional customer service in delivering solutions that support City services to the residents of San Jose. The role is truly a player-coach—a person who can define a technical vision and architecture with their team, build each contributor up to execute that direction, work directly with the technologies, and enhance the larger City organization through the solutions and services their teams provide.

When the Business Solutions group does well, they help San Jose’s families thrive and our businesses grow.

Responsibilities:

The Business Solutions Deputy CIO oversees a team of approximately 30 contributors and a portfolio of over 140 main business applications and growing. The team oversees a technical environment consisting of PeopleSoft HCM/Payroll; Cayenta FMS; Taleo; Hyperion; Oracle and MSSQL databases; Office 365 and SharePoint; Azure solutions; enterprise reporting and data visualization; and database administration services.

The City practices agile and waterfall project management, reporting to an executive scrum of scrums, matching the appropriate methods to the initiative.

Specific responsibilities include:

1.     Direct and lead multiple teams by establishing division goals and performance standards, conducting regular evaluations of the staff members' performance, and coaching staff members on performance and career development consistent with the departmental mission and expectations.

2.     Proactively monitor technology solutions and plan for system roadmaps that  will benefit the City's ability to provide services in the most efficient and cost-effective manner.

3.     Manages and develops the skills and competency of information technology staff based on current needs as well as emerging technologies or business strategies needed to support all work initiatives.

4.     In partnership with business leadership, understand strategic goals, objectives and high level requirements of City departments.

5.     Direct the allocation of resources to achieve timely outcomes and measurable goals within budget; recommend IT spending and participate in collaborative resource planning processes to ensure high-quality services at the lowest cost to the organization.

Desired Qualifications:

• Strong product and project management experience and results, preferably including use of both agile and traditional approaches
• Strong personnel management skills, including staff development, coaching, evaluation, and hiring
• SharePoint managed as enterprise content management, intranet, eDiscovery, and/or online workflow solution
• Applied knowledge of systems, networking, and cloud services
• Strong communication, collaboration and conflict resolution skills, as well as, a high degree of emotional intelligence
• 3+ years of successful experience managing enterprise data and integration services to successful outcomes
• 3+ years of successful experience managing human resources, financials, and budget systems to successful outcomes
• PeopleSoft 9.2 and ongoing releases for Enterprise Resource Planning
• Implementing and managing business process automation and workflow solutions
• Implementation of change and release management processes and business architecture that yield a high-degree of business alignment

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Competencies

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include:

Job Expertise – Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations.

Leadership – Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment, allowing others to learn from mistakes; provides motivational supports and direction.

Project Management – Ensures support for projects and implements agency goals and strategic objectives.

Conflict Management – Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people, by presenting the facts, analysis, and conclusions or solutions that show command of content and perspectives and interests of the audience.

Creativity – Addresses objectives and problems while questioning traditional assumptions/solutions in order to generate creative ideas and new ways of doing business; exhibits creativity and innovation when contributing to organizational and individual objectives; seeks out opportunities to improve, streamline, reinvent work processes.

Analytical Thinking – Approaching a problem or situation by using a logical, systematic, sequential approach.

Vision/Strategic Thinking – Supports, promotes, and ensures alignment with the organization’s vision and values; understands how an organization must change in light of internal and external trends and influences; builds a shared vision with others and influences others to translate vision to action.

Communication Skills – Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.