The City of San Jacinto is seeking a customer centric, technically skilled, team player with excellent interpersonal skills to fill the position of Information Technician I. Under direction of the Manager of Information Services this entry-level position is responsible for providing technical support, installation, and maintenance of software, hardware, and network applications or processes. Incumbents will prepare and track help desk related request as well as assist in hardware and software research, acquisition, ordering, and inventory.
Performance expectations include the application of acquired job skills and procedural knowledge to troubleshoot and resolve technical issues of moderate scope and complexity. The work requires customer service skills as frequent contact with end users and coordination of multiple concurrent activities is an essential job duty.
The Ideal Candidate will:
Under general supervision and direction from the Manager of Information Systems, this position configures, installs, maintains, and repairs the hardware, operating system, software and associated peripheral equipment associated with workstations, servers, mobile devices, printers and VoIP telephone equipment: works on projects assigned by the Manager of Information Services supporting technology implementations; assesses user training needs and trains users in effective use of applications as appropriate; makes recommendations regarding hardware and software acquisitions: provides audio/visual support for meetings; and performs other duties as required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions:
Responds to, evaluates, and resolves requests for support from end users experiencing issues with hardware, software, networking, VoIP or other computer related technologies.
- Perform the helpdesk function, including answering phone calls, creating tickets, onsite and remote desktop support, and follow-up on outstanding requests.
- Diagnose and documents issues, perform remedial actions to correct, recommend solutions, and/or contact appropriate resource for additional assistance.
- Install and configure end user workstations including operating system, applications, hardware, and peripheral components such as monitors, keyboards, printers and VoIP phones.
- Installs, maintains, and repairs printers, copiers, and scanners, addressing both hardware and software issues.
- Maintains and documents hardware and software inventory.
- Answers questions on the use of hardware and software applications; trains users on security, software and hardware usages and basic computer navigation via instruction and documentation.
- Participates in testing and evaluating hardware and software products; researches vendors; prepares and tracks paperwork related to the purchase of hardware and software.
- Under general supervision, assist with development of operations procedures.
- Organize and maintain various IT files, hardware, and software inventories.
- As directed, assist in the set-up and operation the City's Geographic Information Systems (GIS)
- Performs other duties as assigned.
Knowledge, Skills & Abilities:
- Windows 7 and Windows 10 in a technical support environment
- Working Knowledge of the Microsoft Office Suite/Office 365
- Working knowledge of mobile devices
- Familiarity with basic IT concepts
- Principles of information systems configurations especially related to workstations and networks
- Principles and practices used in the operations and maintenance of workstation hardware and related software systems.
- Techniques and methods of computer hardware and software evaluation, implementation, and documentation.
- Troubleshooting, configuration, and installation techniques.
- General principles of office automation.
- Business letter writing and record keeping principles and procedures.
• Techniques for providing a high level of customer service by effectively interacting with the public, vendors, and City staff.
- Attention to detail
- Strong technical, analytical, and problem-solving skills
- Customer focus and dedication to customer satisfaction
- Excellent communication skills, both written and verbal
- Strong initiative, self-motivation, and ability to complete tasks on time
- Ability to work well in a fast-paced, team environment
- This job operates in a professional office environment.
- This role routinely uses standard office equipment such as computers, computer network servers and backup equipment. phones, photocopiers, filing cabinets and fax machines.
- Communicate clearly and easily with users of varying levels of technical expertise; ask questions and get information in order to diagnose computer problems and discern the level of support needed when a problem is presented.
- Read, interpret, and apply a variety of technical information (e.g. technical manual documentation).
- Install, configure, and troubleshoot software and business application systems.
- Train staff on software applications and hardware usage.
- Work with and maintain confidential and sensitive information.
- Prepare clear and concise reports, correspondence, and other written materials.
- Interpret, explain, and ensure compliance with City policies and procedures.
- Establish and maintain a variety of filing, record keeping, and tracking systems.
- Respond to and effectively prioritize multiple phone calls and other requests for service.
- Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
- Understand scope of authority in making independent decisions.
- Review situations accurately and determine appropriate course of action using judgment according to established policies and procedures.
- Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
- Understand and carry out oral and written instructions.
- Work well and cooperatively with others.
- Provide excellent customer service.
In the performance of their respective tasks and duties all employees are expected to conform to the following:
- Perform quality work within deadlines with or without direct supervision.
- Interact professionally with other employees, residents, suppliers and elected officials.
- Work cooperatively and effectively as a team contributor on all assignments.
- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
- Maintain the highest level of ethical behavior in all matters.
A typical way of obtaining the required qualifications is to possess the equivalent of:
Experience - Two (2) years of responsible experience performing technical support on personal computers and peripheral equipment, including software administration in a multi-user environment.
- Knowledge of network protocols a plus
- A+ Certification and/or Network+ Certification a plus
Education - Equivalent to an Associate's degree from an accredited college or university in computer science or related field-or-working towards a Bachelor's degree in Computer Science, Computer Engineering, Information System Technology or related degree.
Licenses and Certificates – Possession of a valid Class “C” California Driver’s License and a good driving record.
Compensation and Benefits:
The starting salary will be commensurate with the experience, qualifications and skills of the successful candidate and within the range of $20.0432 to $23.0495 hourly.
Work Authorization/Security Clearance
Must complete a post-offer/pre-employment Department of Justice finger printing, criminal background screening, employment and reference check, medical physical, and alcohol and drug screening.
Work authorization as required by the U.S. Citizenship and Immigration Services is mandatory within three business days of hire.
Disaster Service Worker Requirements
Under California Government Code Sections 3100 -3109, public employees are designated as disaster service workers. The term "public employees" includes all persons employed by the state or any county, city, state agency, or public district. Disaster service workers are required to participate in such disaster service activities as may be assigned to them by their employer or by law.
Expected Hours of Work/Work Schedule
Part-time hours (less than 40 but more than 20) during the 4x10 workweek schedule of Monday -Thursday 7:00 AM -6:00 PM. Occasional evening and weekend work may be required as job duties demand for example at City Council meetings or City events.
Local travel in City vehicle is expected for this position.
Additional inquiries about the position may be directed to Kris Harapan firstname.lastname@example.org. Neither Regional Government Services nor the City of San Jacinto are responsible for failure of internet forms or email in submitting your application. Candidates with a disability who may require special assistance in any phase of the application or selection process should advise Human Resources by emailing email@example.com.