Information Technology Specialist

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so qualified employees can perform the essential functions of the job.

• Performs a variety of specialized and technical end-user support duties; creates and modifies user accounts; serves as first responder to user problems and issues; diagnoses and resolves issues; collaborates with other Information Technology staff and/or third-party vendors to resolve complex problems.
• Performs responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs).
• Monitors all open incidents, regardless of assignment.
• Installs, configures, and upgrades desktop computers and associated hardware and software across disparate platforms; loads and tests specialized applications and security devices; ensures connectivity to network and communication systems.
• Installs, configures, and maintains network hardware, software, peripherals, and devices, including but not limited to routers, interfaces, wireless access points, servers, virtual private networks, and firewalls, for functionality and security.
• Performs a variety of technical tasks in support of physical and virtual sever infrastructures, including installing, configuring, maintaining, and monitoring hardware and software upgrades and security to ensure effective server performance; performs server maintenance checks and back-ups.
• Installs, configures, maintains, troubleshoots, and monitors telecommunications systems including voice, data, and audiovisual communications infrastructure and equipment.
• Videotapes and telecasts City Council meetings, special meetings, and other meetings as necessary.
• Researches, orders, sets up, troubleshoots, and maintains cellular/mobile devices.
• Maintains and supports active directory servers and services by adding, removing, and/or editing users; creates access rights for users and user groups; sets up and maintains security through proper configuration and system access monitoring; sets up and maintains group policies.
• Develops, monitors, and maintains City website and social media design and content, accessibility, and architecture in compliance with City design and content standards and federal, state, and local regulations; ensures proper functioning of links to website content, forms, surveys, and related materials.
• Assists with the installation and operation of technical audio/visual systems and equipment including those related to presentations and productions and receiving/recording and distribution.
• Assists with the request for proposal process, as directed; provides cost analysis and input to scope of work; recommends equipment and/or software purchases.
• Coordinates with vendor representatives to resolve problems with system applications and with troubleshooting, repair, and maintenance; works with software providers to accomplish specific maintenance and modifications.
• Sets up, configures, and tests backup systems.
• Stays abreast of current trends and developments in the field of computer software programs and networking systems on a variety of hardware operating systems.
• Develops training materials, including tutorials, documentation, workflows, and instructional manuals for system use.
• Researches and provides recommendations for the purchase of hardware, software, and related Information Technology solutions.
• Observes and complies with City and mandated safety rules, regulations, and protocols.
• Performs other duties as assigned.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Education:

• Equivalent to a bachelor's degree from an accredited college or university with major coursework in computer science, management information systems, or a related field.

Experience:

• Two (2) years of experience providing technical support to desktop computer hardware and software systems.

Licenses and Certifications:

• Possession of a valid California Driver's License, to be maintained throughout employment.
  

• Principles, practices, methods and techniques of providing technical support and training to end users.
• Operational characteristics of computer, network, server, and communication systems, hardware, software, and peripheral equipment.
• Principles, practices, methods, and techniques of troubleshooting, diagnosing, and resolving computer, network, server, and communication systems hardware, software, and peripheral equipment issues.
• Methods and techniques of eliciting information and performing diagnostic procedures on technology systems.
• Software applications used by the City and in the industry.
• Applications and functions of computer hardware, software, and peripheral devices.
• Security and monitoring devices and procedures necessary to maintain the integrity and security of data.
• Principles and practices of website design and architecture, as well as accessibility compliance requirements.
• Operational characteristics of audio-visual equipment.
• Principles and practices of developing and maintaining technical documentation, files, and records.
• Principles and procedures of recordkeeping.
• Applicable federal, state, and local laws, rules, regulations, ordinances, and procedures relevant to assigned area of responsibility.
• City and mandated safety rules, regulations, and protocols.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:

• Perform a variety of technical support functions in the installation, evaluation, configuration, operation, troubleshooting, and maintenance of computers, hardware, software, servers, network and data communication, security, audiovisual, and/or website, and other related technologies and equipment.
• Provide technical support to a diverse range of technology systems, hardware and software.
• Install and configure desktop computers, associated hardware/software and peripherals, and connect to network systems.
• Communicate technical issues clearly to non-technical customers.
• Prepare clear, concise, and accurate documentation, user guides, reports of work performed, and other written materials.
• Establish and maintain a variety of filing, recordkeeping, and tracking systems.
• Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
• Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

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; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds.
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 upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.
IMPORTANT INFORMATION:
Examination Process:
A competitive review of applicants' experience and qualifications will be conducted. Based on that evaluation, a limited number of applicants whose qualifications best meet the current needs of the City of Upland will be invited to participate in the next step of the examination process. The examination may include a written test or a technical project and will include a qualifications appraisal interview. Qualified candidates will be provided with more details prior to the start of the examination process.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.