The City of San Jacinto is seeking a customer centric, technically skilled, team player with excellent interpersonal skills to fill the position of Innovation & Technology Technician. Under direction of the CIO 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, acquisitio...
Summary/Objective
Summary/Objective
The City of San Jacinto is seeking a customer centric, technically skilled, team player with excellent interpersonal skills to fill the position of Innovation & Technology Technician. Under direction of the CIO 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.
Examples of Duties
Essential Job Functions
Under general supervision and direction from the CIO, 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 CIO supporting technology implementations; assesses user training needs and trains users in effective use of applications as appropriate; 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; prepares and tracks paperwork related to the purchase of hardware and software.
Organize and maintain various IT files, hardware, and software inventories.
As directed, assist in the operation the City’s Geographic Information Systems (GIS)
Performs other duties as assigned.
Typical Qualifications
Qualification Guidelines Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
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.
Experience One (1) year of responsible experience performing technical support on personal computers and peripheral equipment, including software administration in a multi-user environment.
Licenses and Certificates: Possession of a valid Class C California Driver's License with a safe driving record.
Knowledge, Skills & Abilities Knowledge of:
Windows 10 and 11 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.
Ability to:
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.
Skills:
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.
Supplemental Information
Work Authorization/Security Clearance Must complete post-offer/pre-employment Department of Justice finger printing and background 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. Working Conditions, Mental and Physical Demands The physical demands herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.
Work Environment 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 staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.
Physical Demands Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; hearing and speech to communicate in person, before groups, and over the telephone; the ability to operate a motor vehicle and to visit other City locations. This classification primarily works indoors and requires movement between work areas. Finger dexterity is needed to access, enter, and retrieve materials and data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification bend, stoop, kneel, reach, crawl, push and pull when installing and repairing computers and various other equipment. Positions in this classification occasionally lift and carry reports, records, and materials that typically weigh less than twenty-five (25) pounds. Employees may push wheeled carts loaded with materials or equipment weighing up to and occasionally more than one-hundred (100) pounds.
Essential Mental Functions Example: Be able to make quick decisions, supervise workers, read, write, and speak publicly. Essential to be able to read, process and interpret data.
Supervisory Responsibility This position has no supervisory responsibilities. Expected Hours of Work/Work Schedule Part-time hours (18-20 hours per week) 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.
Travel Some local travel is expected for this position.
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