Address
Form of workOver the past few years, SJPL has cultivated a 21st century library experience dedicated to public service and committed to equity, diversity, and inclusion at the core. In addition to providing library services to the community, SJPL proudly leads two citywide initiatives - the Education and Digital Literacy Strategy and the SJ Access digital equity initiative, which has become the number one provider of free public access to Wi-Fi connectivity, tech device lending, and multi-lingual digital literacy programs and support. SJPL is led by Jill Bourne, City Librarian, who was nationally recognized in 2017 as Library Journal's "Librarian of the Year."
SJPL enriches lives by fostering lifelong learning and ensuring that every member of the community has access to a vast array of ideas and information. The library department is a place where people do great work and make a difference in our community. To see examples of SJPL's work and learn more about its impact, visit www.sjpl.org
The Library Information Technology unit is responsible for designing, configuring, tracking, and supporting all the technology resources required to maintain services provided by our staff and utilized by the public. The environment is unique, supporting a large number of employees, as well as patron technology services at 25 locations, and must regularly evolve to ensure that patrons are offered technology services that are useful, informative, and current when compared to industry standards.The San Jose Public Library is currently seeking to fill one (1) full-time Network Technician vacancy in the Information Technology Unit.
Salary range(s) for this classification is/are:
- Network Technician I annual salary range is: $ 70,282.12 - $85,634.64.
- Network Technician II annual salary range is: $ 82.664.40 - $100,464.00.
- Network Technician III annual salary range is: $ 91.575.12 - $111,384.00.
The City of San Jose invites applicants to apply for the position of Network Technician. This position performs a diverse range of technical support tasks for technology equipment and associated peripherals, networks, and servers. Troubleshoots desktop, laptop, printer configuration and network connectivity issues, and resolves or refers to higher level team members. Installs desktop software, upgrades, and end user applications. Performs employee account setup for computers, laptops, tablets, and phones. Performs other related work as required.
This position is expected to be an outstanding contributor to the Library Information Technology team. The ideal candidate has demonstrated the ability to effectively manage multiple customer service requests with professionalism and expertise, contributed to a team environment, communicated effectively with technical and non-technical customers, and demonstrated excellent technical problem-solving skills.
This position will be expected to: work independently and cooperatively within Library IT and the cross-departmental Digital Equity team; input and manage helpdesk requests in the Library's ticketing system, iTop; work effectively and efficiently with Branch staff to troubleshoot and remediate device issues; liaise with device vendors to escalate problem solving as needed; prepare reporting of device use for Library Management; and provide recommendations, analysis, and insight on device functionality as requested.
Typical duties for the Library FT Network Technician may include but are not limited to the following:
1. Provide ongoing support for the Library Digital Inclusion Project
- Coordinate and track requests for support from branch staff.
- Maintain and provide troubleshooting coordination for large volume of hotspot devices.
- Under supervision, work with vendor to repair and replace damaged devices.
- Provide relevant and accurate data for reporting purposes.
- Deploy, support, and manage desktop hardware and mobile devices.
- Support standard software and Library-specific application.
- Support and manage printers, scanners, and multi-function network devices.
- Support, manage, and install Audio/Visual systems in Library spaces.
- Create and manage user accounts.
- Create and manage computer accounts.
- Manage permissions to network file resources.
- Maintenance and management of desktops utilizing SCCM, PDQ Deploy, Faronics Deepfreeze, Microsoft Defender for Endpoint, or related systems.
- Install and maintain systems security updates.
- Secure devices for public users after daily programming
- Under supervision, create device images for public use.
- Deploy images to remote devices.
- Respond to customer service requests.
- Manage daily workload for helpdesk ticketing system and follow up on outstanding items.
- Resolve customer complaints and service issues.
- Utilize desktop image deployment software during upgrade projects.
Network Technician I
Completion of high school or equivalent (General Education Development (GED) Test or California Proficiency Certificate) AND six (6) months of college-level coursework equivalent to 15 semester/22 quarter units or vocational training or technology technician apprenticeship, both covering computer-related work such as computer repair, technical troubleshooting, application support, or other related duties.
Acceptable Substitution
Six (6) months of qualifying experience may substitute for the college-level education.
Network Technician II
One (1) year of college-level coursework equivalent to 30 semester/45 quarter units or vocational training or technology technician apprenticeship AND one (1) year of experience, both covering computer-related work such as computer repair, technical troubleshooting, application support, or other related duties.
Acceptable Substitution
Additional qualifying experience may substitute for the college-level education requirement on a year-for year basis.
Network Technician III
Two (2) years of college-level coursework equivalent to 60 semester/90 quarter units or vocational training or technology technician apprenticeship AND two (2) years of experience, both covering computer-related work such as computer repair, technical troubleshooting, application support, or other related duties.
Acceptable Substitution
Additional qualifying experience may substitute for the college-level education requirement on a year-for year basis.
Required Licensing / Certifications:
Possession of a valid State of California driver's license.
Network Technician II :
Possess a valid CompTIA A+ certificate, or equivalent professional, industry recognized certification acceptable to the City.
One (1) additional year of related experience can substitute the CompTIA A+ requirement.
Network Technician III :
Possess a valid CompTIA A+ certification AND valid Microsoft Specialist certification or an equivalent professional, industry recognized certification acceptable to the City.
One (1) additional year of related experience can substitute the CompTIA A+ requirement.
Possess a valid Microsoft Specialist certification or an equivalent professional, industry recognized certification acceptable to the City within 6 months of hire.
Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.
Selection Process:
The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to all the job specific questions. You must answer all questions to be considered or your application may be deemed incomplete and withheld from further consideration. Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews.
You will be prompted to answer the following job-specific questions during the online application process:
- Describe your experience with file, print, or application servers and deploying links to them in a Windows desktop environment; include your level of experience in brief detail.
- Describe your experience supporting Microsoft Active Directory user accounts, Group Policy Objects, and password policies; include a description of your typical duties and your experience creating or deploying group policies, managing users and groups, managing organizational units, etc.
- Describe your experience providing technology services to the public? Please include services rendered and the number of people expected to utilize the service.
YOU MUST ANSWER ALL JOB-SPECIFIC QUESTIONS TO BE CONSIDERED FOR THIS POSITION. Submission of a resume is optional. However, submission of a resume in lieu of completing the education and work experience sections on the application and failing to answer all the questions will constitute an incomplete application and it will be withheld from further consideration.
The ideal candidate will possess the following competencies, as demonstrated in past and current employment history.
Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations. Candidates should be familiar with the process of creating and managing user accounts in Microsoft Windows Active Directory. Network Technicians must also be able to troubleshoot computer hardware and diagnose the root cause of desktop support issues.
Experience with the following systems/products is desired:
- Supporting/utilizing and installing Microsoft Office
- Computer Imaging methodologies
- Supporting Adobe products
- Managing user profiles (roaming and local)
- Deploying and editing Group Policy Objects
- Supporting/utilizing/customizing internet browsers (including Internet Explorer, Google Chrome, and Mozilla Firefox)
- Remote Desktop and VNC
- Familiarity with Mobile Device Management tools.
- Experience managing computer security utilizing SCCM, PDQ Deploy, and/or Faronics Deep Freeze
- Familiarity with Audio/Visual setup and troubleshooting
Candidates should have experience collaborating with 3rd party vendors (i.e., printers/multi-functional printers/copiers supply vendors, PC/device supplier, IT supply vendors etc.) and partnering department stakeholders.
Communication Skills - Communicates and listens effectively and responds in a timely, effective, positive, and respectful manner; written reports and correspondence are accurate, complete, current; well-organized, legible, concise, neat, and in proper grammatical form.
Computer Skills - Experienced with common business computer applications including but not limited to: MS Outlook, MS Word, MS PowerPoint, MS Access, and MS Excel.
Analytical Thinking - Approaching a problem or situation by using a logical, systematic, sequential approach.
Customer Service - Demonstrates the ability to provide excellent support over the phone or in person. Must be able to anticipate customers' needs and deliver services and respond to customers in a timely, accurate, courteous, respectful, and friendly manner.
Problem Solving - Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.
Multi-Tasking - Can handle multiple projects and responsibilities simultaneously; has handled a wide variety of assignments in past and/or current position(s).
Teamwork & Interpersonal Skills - Demonstrates a positive attitude and flexibility along with the ability to develop effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.
If you have questions about the duties of these positions, the selection or hiring processes, please contact Lisa Harding at lisa.harding@sanjoseca.gov
The application deadline is 11:59 PM on Tuesday, February 20, 2024. Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided.
