Under the general direction of the Information Technology Manager, the IT Technician is responsible for working independently and proactively to provide technical support and administrative functions to maintain high service and availability for a variety of software, hardware, and network systems for the District.

This position is responsible for monitoring and responding to the IT ticketing system and utilizing established procedures related to identification, prioritization, and proper and effective resolution of end-user incidents and support requests.  

In alignment with the District's mission and strategic goals, this role will assist the IT Manager in accomplishing short and long-range goals, programs, and services related to information technology.  

This is an in-person position which will also require frequent driving and working in various locations across the District to provide IT support.

The following duties and responsibilities are all essential functions of the position of the Information Technology Technician.   They are not listed in order of importance or priority.  

Daily Duties

1. Act as first-line of response to monitor the IT ticketing system and respond to IT incident and service requests in a timely fashion. 
2. Provides necessary support for maintaining and ensuring 24/7 availability of the emergency response infrastructure support related to CAD 911 software, station alerting/dispatch system, mobile device management, and mobile connectivity.  
3. Review logs and monitoring tools to ensure the availability and performance of various IT systems is being delivered to the District's needs.
4. Ensures efficiency and promptness regarding resolution and restoration of services to minimize disruptions.
5. Communicates critical incidents and issues to the IT Manager in a timely fashion. 
6. Identifies and recommends improvements in design, configuration, or departmental processes where opportunities for improvement exist.  
7. Shares and communicates the identification of any risks and single points of failure associated with the state of the technology environment and takes approved action to mitigate risks.

1. Performs on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users. 
2. Involvement in technology projects includes ensuring adequate knowledge transfer, documentation, and successful operational processes have been completed and established to ensure quality, ongoing operational support.
3. Provide the necessary confirmation and validation of production readiness related to the deployment of technology.
4. Performs research, gathers requirements, and make recommendations related to hardware and software requirements for technology solutions.
5. Assist other IT staff with installing, administering, and optimizing District servers and related components to achieve high performance, including the management of backups and restoration testing.  
6. Help with the administration for the continuity and consistency of all IT programs as they relate to emergency response and preparedness.    
7. Assist the IT Manager as needed to provide technical training for line personnel regarding software, hardware, and network technologies. 

1. Successfully collaborates with and establishes trusted relationships with coworkers, management, professional peers, outside agencies, and vendors. 
2. Maintains confidentiality regarding information being processed, stored or accessed through the District's information systems and networks.
3. Demonstrates continuous effort to proactively identify and improve operations, address gaps, increase responsiveness, streamline work processes, and work cooperatively and collaboratively to provide quality and seamless IT customer service to the District. 
4. Responsible for accurate and timely recordkeeping of IT asset and inventory management, IT service management records, and any other information entered into District software systems.
5. Accountable for developing and maintaining comprehensive documentation including technical system administrator documentation, configuration documentation, architectural diagrams, troubleshooting and problem resolution documentation, end-user training guides, and knowledge base articles.
6. Follows established, documented IT processes and procedures.
7. Adheres to change management and change control processes for any modifications made to the technical landscape.
8. Addresses and accomplishes work with multiple competing priorities, copes well with frequent interruptions, and is flexible, adaptable, and able to shift gears when necessary to accomplish tasks.
9. Communicates effectively, clearly, and thoroughly. 

Minimum Requirements at Entry: High School Diploma or General Equivalency Degree (GED).  

A minimum of three (3) years of combined advanced technical experience is required related to desktop and technical troubleshooting and support, cloud-based software administration, system or network administration.

Any equivalent combination of education and experience that demonstrates the ability to meet the necessary essential requirements of the position will be considered.  

Preferred requirements: associate or bachelor's degree in a discipline related to information technology. Technical experience working with an emergency response organization.

Compensation details: 40.45-54.62 Hourly Wage

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