AddressSummary:
Job descriptions are intended to present a descriptive list of the range of duties performed by employees in this job. Specifications are NOT intended to reflect all duties performed with the job.
SUMMARY DESCRIPTION
Under general supervision, performs professional duties related to information technology, including to install, configure and troubleshoot IT systems, networks and associated equipment; develop, test, and document IT programs and systems to assist with the District Operations. Filters service desk tickets and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to higher level support. May also escalate to IT applications support or call for outside vendor maintenance as needed; and performs related duties as assigned.
DISTINGUISHING CHARACTERISTICS BETWEEN I/II/III
Information Technology Technician I - is the trainee level in the series. Incumbent initially works under close supervision learning and performing various functions related to supporting the IT related systems. Filters service desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
Information Technology Technician II - is the mid-level in the series. In addition to the characteristics of the ITTI, incumbent works with minimal supervision and performs a wide range of work assignments related to the support of the technology systems. Level 2 is generally for desktop, laptop, and other user device support but it may also share work with Level 3 service desk issues. Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). Handle escalated issues that originate at Level 1 support. Depending on the issue, an ITTII may either 1) be limited to only solving known issues and escalate new issues to level 3; or 2) be authorized to research and implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or ability to solve.
Information Technology Technician III - is the full journey level in the series. In addition to the characteristics of the ITTI and ITTII, incumbent possesses a strong understanding of the District technology systems. Incumbent must demonstrate the ability to competently solve Level 1 and Level 2 service desk tickets. In addition, incumbent possesses a much broader understanding of the District’s systems and networks.
Immediate Impact: The successful candidate will be given the following objectives upon hire:
•Within the first 3 months, be familiar with the District’s help desk process and triage all incoming tickets.
•Within the first 6 months, be familiar with the District’s computer imaging process.
•Within the first 9 months, begin documenting standard operating procedures of the IT Technician Position
•Within the first 12 months, complete a full inventory of all relevant District Computer equipment
The Ideal Candidate:
•Ability to triage calls/tickets from the help desk system for requests/incidents reported; routes tickets and escalates complex issues to higher level support staff; conducts research on issues as needed.
•Ability to perform new user set up; installs, configures, and upgrades computers and associated hardware, peripherals, operating systems, and software across disparate platforms; loads and tests specialized applications and security devices; ensures connectivity to networks and servers.
•Assist with computer hardware, software, and telephone system maintenance agreements with appropriate vendors; maintains maintenance contracts for office equipment and software utilizing inventory system; maintains service desk inventory; maintains stock of necessary IT supplies.
•Possesses technical proficiency or has the ability to quickly learn how to effectively utilize assigned computer applications and software.
•Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
•Possesses education equivalent to the completion of the twelfth grade,
•Technician I: Possesses a minimum of one (1) year of experience providing technical support to desktop computer hardware and software or network systems and troubleshooting IT issues.
•Technician II: Three (3) years of increasingly responsible experience providing end user support in a help desk environment, performing hardware/software installation and troubleshooting, and resolving increasingly complex end-user issues or equivalent and related responsibilities to experience as an Information Technology Technician I.
•Technician III: Five (5) years of increasingly responsible experience providing end user support in a help desk environment, performing hardware/software installation and troubleshooting, and resolving increasingly complex end-user issues or equivalent and related responsibilities to experience as an Information Technology Technician II.
•Possesses a valid California Class C Driver’s license., to be maintained throughout employment.
Responsibilities:
The following duties are typical for this classification. Incumbents may not perform all duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.
- Responds to end-user technology service requests; creates and manages user accounts and permissions; performs content updates and enhancements for the district website; supports business software and systems by diagnosing and troubleshooting problems and implementing or recommending appropriate solutions.
- Utilizes service desk system to manage work load, Acts as level 1 for all service desk tickets.
- Assists with computer hardware, software, and telephone system maintenance agreements with appropriate vendors; maintains maintenance contracts for office equipment and software utilizing IT inventory system. Installs/configures/troubleshoots desk phones.
- Maintains printers; installs printer drivers, cartridges, etc. Assists printer vendor with onsite or remote support.
- Maintains stock of necessary IT supplies.
- Maintains service desk inventory with new computers/leases/printers. Stays current on service desk procedures and best practices. Verifies that all existing hardware and software are logged and tracked.
- Researches and specifies computer hardware and software for new purchases.
- Prepares new computer workstations for use with the District network and installs necessary software; installs and maintains software on existing computer workstations.
- Supports phone system by doing adds, moves, and changes.
- Supports and troubleshoots District enterprise IP camera based surveillance system, coordinates repair with vendors.
- Works cooperatively with other users, employees, department managers, outside vendors and customers.
- Provides system training to District users as required.
- Performs related duties and responsibilities as required.
Other information:
CLASS ADVANCEMENT REQUIREMENTS
Length of Time Required
An Information Technology Technician I may advance to the Information Technology Technician II class or the Information Technology Technician III class after 12-24 months of experience in the Information Technology Technician I or II class.
Performance Rating
The incumbents must receive an overall performance rating of "exceeds standards" or better on their most recent annual performance evaluation in order to migrate to the higher class.
Comments
In addition to the performance rating requirements, the incumbent must competently be able to meet or exceed the distinguishing characteristics for the particular class. Advancement will need to be correlated with the current budget process. Supervisor will incorporate class change in next labor budget or at the time of performance evaluation.
Competencies and skills:
Nonessential:
* Enthusiasm - Possessing a strong drive and desire for learning, innovation, forward-thinking, and the overall desire to do your job well.
* Experience
* Inclusiveness - Conducting yourself in a manner which promotes respect and teamwork; communication with and appreciation for all, understanding each person is unique; Striving to understand how to work with our differences, provide better service, work products, and enhance organizational culture.
* Integrity - Demonstrating sincerity and high moral standards in principles, intentions, and actions; having an honest and open approach to all conduct aspects that encourages loyalty, transparency, fairness, and trust.
* Professionalism - Demonstrating knowledge, effectiveness, and competency when interacting with coworkers and customers while maintaining a calm, professional outward demeanor, upholding a reputation for accuracy, dependability, expertise, efficiency, and high quality through delivery of information, services, and products.
* Stewardship - Taking responsibility and ownership for assigned responsibilities; considering the expectations of customers, both internal and external, while demonstrating a proactive, positive willingness to serve.
Credentials:
Essential:
* CA Class C Driver's License
Education:
Essential:
*Equivalent to completion of the twelfth (12th) grade.
Compensation:
•Medical, dental, vision, accidental death and dismemberment insurance, a life insurance policy equal to two times the annual salary for the employee and a $1,000.00 policy for eligible dependents. Benefits become effective on the first of the month following a 30-day waiting period and the Authority contributes 90% of the cost of such insurance.
•CalPERS Retirement is provided using the 2.7 at age 55 formula for “Classic” Members. Retirement is provided using the 2% at age 62 formula for “New/PEPRA” Members.
•Three deferred compensation plans to which an employee may voluntarily contribute up to $23,000 per year. The Authority does not contribute to these plans.
•Twelve (12) paid holidays per year. Upon employment with WESA for one (1) year, employees also receive one (1) floating holiday annually.
•Employees accrue vacation at a rate of 3.08 hours per two-week pay period for the first 4 years of employment; 4.62 hours for years 5-8;6.16 hours for years 9-13; 6.47 hours for years 14-18; and 6.78 for 19+ years of service.
•Sick leave is accrued at a rate of 3.70 hours per bi-weekly pay period for a total of 96.20 hours per year with unlimited accumulation.
•Additional benefits available include: 9/80 work schedule, Direct Deposit, Flexible Spending Accounts, Employee Assistance Program, Educational Assistance, Certification Reimbursement Program, Certification Bonus Program, Onsite Wellness Center, and two credit unions.
Our Mission: To manage our natural resources to provide reliable, cost efficient and high quality water and wastewater services for the communities we serve, while promoting conservation, environmental responsibility, educations, community interaction, ethical behavior and recognizing employees as highly valuable assets.
The Water Employee Services Authority: WESA was established as a joint powers authority between the Elsinore Valley Municipal Water District and Meeks & Daley Water Company. As a joint powers authority, WESA provides professional water and wastewater services to both agencies. WESA is committed to:
•Professionalism-Demonstrating competency while maintaining a professional demeanor and upholding a reputation for expertise, efficiency, and high quality through delivery of information, services, and products.
•Enthusiasm-Possessing a strong drive for learning, innovation, forward thinking, and the overall desire to do your job well.
•Transparency-Demonstrating high moral standards in principles, intentions and actions; conduct that encourages loyalty, integrity, and trust.
•Inclusiveness-Promoting respect and teamwork through communication and appreciation for all.
•Stewardship-Taking ownership and responsibility for assigned responsibilities, while demonstrating a proactive, positive willingness to serve.
The Application Process: If you are interested in this opportunity, submit a completed WESA employment application online at www.wesawater.com. Resumes and certifications may be included, but will not be accepted in lieu of a completed employment application. In order to be considered, applications must be received no later than 5:30 pm on Friday, April 10, 2024 .
For questions and inquiries, please contact: Human Resources at HR@evmwd.net or (951) 674-3146 ext. 8244.
Closing Date/Time: 2024-04-12
