-
Definition
-
The Senior IT Technician is the advanced level classification in the IT Technician series. Under general supervision provides a high level of technical support services in the installation and maintenance of the City's computer hardware, software, and telecommunications systems. Incumbents assigned to this classification are required to provide a high level of customer service. The Senior level will provide team leader support to lower-level technical staff.
Position Snapshot/A Day in the Life:
The City of Fontana is a growing and thriving City with one of the largest populations in San Bernardino County. The IT department is a centralized internal service organization with various areas of technology represented. The IT Senior Technician is responsible for providing installation and maintenance of the City & PD computer hardware, software audiovisual, and telecommunications systems. You will work in a fast paced work environment for one of the fastest-growing cities in the Inland Empire. On a regular day you can interface with a Police Officers, and Engineers, and a Community Services. If you are looking for a purpose, this is the place to be.
-
Essential Functions
-
The incumbent must have the ability to:
-
Perform all the essential functions of an IT Technician I and II. -
Resolve the majority of inquiries and issues from customers. -
Respond to incoming requests in a timely manner, track all customer contacts, research questions, and issues, and resolve each interaction with customer satisfaction. -
Document each customer contact with details and enough information so as not to cause extra efforts by other support personnel. -
Escalate incidents to other groups within the department, when appropriate, and in a timely manner. -
Expand the knowledge of the existing knowledgebase by providing solutions to frequently occurring problems. -
Perform responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs). -
Assist lower-level technical staff as needed. -
Research and resolve highly complex customer inquiries in a timely manner. -
Provide advanced audio-visual support for AV equipment throughout the city. -
When necessary, assist the infrastructure group with various tasks such as maintaining Airwatch (MDM), anti-virus software, maintaining Active Directory, Azure AD, and dealing with security incidents. Provide city-wide communications support including land and wireless services, desk phones, voicemails, mobile devices (phones and tablets). -
Coordinate with vendors to resolve issues. -
Participate on IT project teams as needed. -
Communicate clearly and concisely, both verbally and in writing. -
Communicate Service Desk technology and operational inefficiencies and assist in process improvements. -
Act as a mentor and assist supervisor in developing technical training programs for lower-level technical staff.
Process employee new hire and separation requests and coordinate with staff to ensure processes are completed in a timely manner.
THE ABOVE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY BY THE EMPLOYER.
WORKING CONDITIONS: In the performance of daily activities, this position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, and bending; the ability to push, pull, drag and/or lift up to 25 pounds; normal manual dexterity and hand/eye coordination; repetitive hand movement using a computer keyboard and mouse; corrected vision to normal range; acute hearing; written and oral communication; use of standard office equipment such as computers, telephones, printers, and copiers; frequent contact with other staff.
-
Experience and Training Guidelines
-
A combination of experience and training that would provide the required knowledge is qualifying. The incumbent must have knowledge and background in the following:
- Windows-based and Mac-based workstations and related peripherals.
- Microsoft operating systems, IOS, android, and networking environments.
- Working knowledge of application software such as Microsoft 365, and Adobe products.
- Wireless devices with including smartphones, tablets, and a broad range of internet enabled devices
- Mitel phone systems.
- A basic understanding of IT Infrastructure Library (ITIL) processes.
- Experience in working harmoniously with users in a team environment.
- Excellent problem-solving skills
EXPERIENCE AND EDUCATION: A minimum of three (3) years of working experience maintaining Windows-based workstations and related software in a commercial or municipal government environment and significant training and/or certification in Windows and Microsoft networks and education equivalent to an Associates Degree in Computer Information Systems or a related field. A Bachelor's Degree is preferred.
DESIRED CERTIFICATIONS: * HDI Customer Service Representative
* HDI Support Center Analyst
* Microsoft Certified Desktop Support Technician
* A+ Certification
* ITILv4 Certification
LICENSES AND/OR CERTIFICATIONS: Possession of, and continuously throughout employment, a valid California Class "C" Driver's License.
-
The City of Fontana has a flexible benefits plan. This plan allows for employees to select benefits based upon their individual needs. Full-time and Classified Part-time employees are eligible for benefits. Please to view our excellent employee benefit options.
-
01
What is your highest level of education?
- High School graduate or equivalent
- Some college
- Trade School Graduate or Apprenticeship
- Associates Degree
- Bachelors Degree
- Masters Degree
- Doctorate
- None of the Above
02
Please indicate how much experience you have in maintaining Windows-based workstations and related software in a commercial or municipal government environment.
- No experience
- Less than one (1) year.
- More than one (1) year but less than two (2) years.
- More than two (2) years but less than four (4) years.
- More than four (4) years but less than six (6) years.
- Six (6) years or more.
03
Do you currently possess a valid California Class "A" Driver's License?
Required Question
|