Technology Technician

<div style="text-align: justify">Under the direction of the assigned supervisor, the Technology Technician provides basic training and technical support to end users on information technology hardware and software operations, performing related duties as required. This role is distinguished by its focus on foundational IT support, differing from higher-level positions such as Technology Coordinator, which involve advanced support for specialized hardware and software, data security, and network infrastructure management. Certification is not required.</div><div style="text-align: justify">-- <em>Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required.   The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following:</em></div><ul style="margin-bottom: 3pt"><li style="text-align: justify">Provides first response and follow-up for user incidents and service requests via phone and remote desktop support in a timely manner; accurately documents each incident or request.</li><li style="text-align: justify">Monitors open incidents to ensure service level agreements are met, including providing on-call support as required.</li><li style="text-align: justify">Escalates incidents to higher-level support personnel when appropriate and in a timely manner.</li><li style="text-align: justify">Troubleshoots and supports the City’s computer and network systems.</li><li style="text-align: justify">Installs, relocates, configures, upgrades, replaces, and repairs PC and peripheral hardware; diagnoses malfunctions; installs and configures replacement equipment; replaces obsolete printers; and moves equipment as needed.</li><li style="text-align: justify">Maintains workstation image files and applies system patches to keep hardware and software current; documents installation and configuration procedures as required.</li><li style="text-align: justify">Installs and configures standard and specialized business software in accordance with established criteria; assists with software releases and upgrades; and updates City computers to maintain consistent software standards.</li><li style="text-align: justify">Maintains accurate hardware and software inventories and assists with ordering equipment as directed.</li><li style="text-align: justify">Provides instruction and orientation to users on technology hardware, telecommunications equipment, the City’s network, software applications, equipment usage, and related policies and procedures.</li><li style="text-align: justify">Provides advanced audio-visual support for A/V systems used in Council meetings and other governing body or special meetings.</li><li style="text-align: justify">Performs digital editing and other media-related duties in support of City operations.</li><li style="text-align: justify">Serves as a liaison between departmental staff and the IT division to collect, document, and relay user-reported technology issues.</li><li style="text-align: justify">Supports the Energov permitting and licensing system by ensuring proper user access configuration and troubleshooting system issues as needed.</li><li style="text-align: justify">Configures, manages, and maintains network printers; resolves connectivity and performance issues; and supports end users with printing needs.</li><li style="text-align: justify">Pulls, routes, terminates, and labels CAT5/CAT6 network cabling.</li><li style="text-align: justify">Trains and mentors new technology technicians and interns, as directed.</li><li style="text-align: justify">Maintains confidentiality of work-related issues and City information.</li><li style="text-align: justify">Safely operates City vehicles and equipment. </li></ul><div style="text-align: justify;"><strong>Education and Experience: </strong><br>High school diploma OR GED equivalent AND two (2) years of information technology experience with hardware and software operations.  </div><undefined><br></undefined><div style="text-align: justify;"><strong>License(s)/Certifications: </strong></div><div style="text-align: justify;">Must possess a valid California Class “C” driver’s license upon hire and maintain it throughout the length of employment with the City of Victorville. </div><undefined><br></undefined><div style="text-align: justify;"><strong>Knowledge of: </strong></div><ul style="margin-bottom: 3pt;"><li style="text-align: justify;">Procedures, principles, and practices related to the installation, configuration, upgrading, operation, and troubleshooting of computer hardware, software, and peripheral devices, including printers and related equipment.</li><li style="text-align: justify;">Communication technologies and standards for network operations, including network operating systems, security principles, cabling, and internetworking concepts involving local and wide area networks and associated systems.</li><li style="text-align: justify;">Microsoft desktop and server operating systems, mobile operating systems, and related networking environments.</li><li style="text-align: justify;">Standard business applications and software necessary to perform the essential functions of the position.</li><li style="text-align: justify;">Network usage concepts, mobile device support, and end-user technical support practices.</li><li style="text-align: justify;">Technical documentation and instructions related to software and hardware preparation, installation, and maintenance.</li><li style="text-align: justify;">Modern office methods, practices, procedures, and equipment, including common software and database applications.</li><li style="text-align: justify;">English usage, spelling, grammar, punctuation, and basic mathematical principles.</li></ul><undefined><br></undefined><div style="text-align: justify;"><strong>Skills and Ability to: </strong></div><ul style="margin-bottom: 3pt;"><li style="text-align: justify;">Exercise initiative, discretion, and sound judgment within established procedures, guidelines, and rules.</li><li style="text-align: justify;">Define problems, establish facts, and draw valid conclusions.</li><li style="text-align: justify;">Read and interpret technical manuals and documentation.</li><li style="text-align: justify;">Build effective teams and provide efficient, high-quality customer service.</li><li style="text-align: justify;">Communicate clearly and effectively, both verbally and in writing.</li><li style="text-align: justify;">Establish and maintain effective working relationships with those contacted in the course of work, including City and other government officials, community groups, and the public.</li><li style="text-align: justify;">Manage situations requiring diplomacy, fairness, firmness, and sound judgment.</li><li style="text-align: justify;">Provide mid- to high-level audiovisual troubleshooting and support for organizational events and meetings.</li><li style="text-align: justify;">Diagnose complex technical issues, implement effective solutions, and optimize system performance.</li><li style="text-align: justify;">Work cross-functionally with multiple departments to provide IT support, conduct training, and facilitate system adoption.</li><li style="text-align: justify;">Deliver responsive and effective user support to ensure minimal downtime and optimal system utilization.</li><li style="text-align: justify;">Apply safe work practices.</li></ul><div style="text-align: justify"><em>(Must be performed with or without reasonable accommodations)</em></div><div style="text-align: justify">This position works primarily in an indoor office environment but may also work outdoors in the field and in close proximity to other employees. The position may be exposed to excessive noise levels and may be required to work in confined spaces. Positions in this classification typically require balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, seeing, and performing repetitive motions, with or without reasonable accommodation. This classification is designated as Heavy Work, requiring the exertion of 50 to 100 pounds of force occasionally (up to one-third of the workday), 25 to 50 pounds of force frequently (one-third to two-thirds of the workday), and/or 10 to 20 pounds of force constantly (two-thirds or more of the workday) to move objects. These physical demands exceed those required for Medium Work. Incumbents must be able to see and hear within the normal range, with or without correction, and communicate effectively both verbally and in writing. Incumbents must also have the stamina to work extended hours and attend evening meetings as required.</div>