Salary : $72,907.00 - $99,365.00 Annually Location : Rocklin City Hall - Administrative Services (2nd Floor), CA Job Type: Regular Full-Time Job Number: 2024-00040 Department: Administrative Services Division: Information Technology Opening Date: 09/24/2024 Closing Date: 10/13/2024 11:59 PM Pacific Description*Effective July 2025, this position will receive a 2.0% base salary increase.THE POSITION The City of Rocklin is seeking a candidate with a strong foundation in technical support, network operations, and troubleshooting hardware and software issues. The Information Technology Specialist will provide hands-on support to end users, manage user accounts, and ensure the smooth operation of the City's technology infrastructure. IDEAL CANDIDATE Our ideal candidate will be a proactive problem solver who thrives in fast-paced environments, enjoys working both independently and as part of a team, and takes pride in delivering high-quality solutions. They must be able to deliver outstanding customer service, lead user trainings, and provide help desk support. Join us to make a real impact while working alongside a collaborative team committed to excellence in service. DEFINITION Under general supervision, the Information Technology Specialist performs a variety of technical duties in the Support Services program area of the Information Technology Division; assists with the maintenance and administration of the day-to-day operations of the City-wide network; provides technical support to City departments related to a variety of computer hardware, peripherals, and software applications; manages user accounts and user access to network resources; provides technology training to department users; works with vendors to resolve hardware and software issues; assists Application Services staff with daily business and enterprise application administration and support; assists Infrastructure Services staff with daily network and server administration and support; and performs related duties as assigned. SUPERVISION RECEIVED AND EXERCISED Receives general supervision from assigned supervisory or management personnel and may receive technical and functional direction from the Senior Information Technology Specialist. May provide technical and functional direction to vendors and/or contract staff. CLASS CHARACTERISTICS This is the journey-level classification in the Information Technology Specialist class series responsible for performing specialized functions associated with the City's information systems. Responsibilities include technical support, troubleshooting hardware and software issues, assuring the security of personal computers, and assisting with the implementation of new software and/or hardware, and the overall maintenance of user accounts. Positions at this level are distinguished by the performance of the full range of duties as assigned, working independently, and exercising judgment and initiative. Incumbents at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from the Senior Information Technology Specialist in that the latter is the advanced journey-level classification responsible for providing lead direction and overseeing the City's help desk which includes reviewing, prioritizing, assigning, and scheduling work. ESSENTIAL DUTIES Duties may include, but are not limited to the following:
- Reviews and tracks help desk tickets; coordinates work with end users and/or managers to ensure that customer needs are met; maintains records of work completed and resolutions.
- Coordinates and provides technical support over the telephone, through email, remotely, and/or in person to City personnel; troubleshoots and solves software, hardware, telecommunications, and network problems.
- Tests, installs, troubleshoots, supports, and maintains desktop hardware and operating systems, software, multifunction printers, networking, and audio/visual equipment; Performs diagnostic testing; analyzes root causes of problems and develops long-term solutions; identifies and reports network problems to the proper network areas.
- Creates and manages PC images; manages and executes the installation of upgrades and system patches.
- Performs routine component replacements and upgrades as required.
- Provides one-on-one training pertaining to the use of standard applications, equipment, and/or systems, such as audio/video equipment, telecommunication equipment and systems, personal and laptop computers, mobile devices, and general office software.
- Provides first-level assistance to customers; verifies the location of the problem, determines the nature of the issue, resolves issue, or refers to higher level staff if necessary.
QUALIFICATIONSEducation and Experience A combination of education and experience which would provide the required knowledge and abilities is qualifying. Note: education may not fully substitute for the required experience unless expressly stated herein. Equivalent to an associate degree from an accredited college in computer science or a closely related field; AND Two (2) years of increasingly responsible experience working with networks and personal computers. Licenses and Certifications
- Possession of, or ability to obtain and maintain, a valid California Class C Driver License and a satisfactory driving record is required. Individuals who do not meet this requirement due to a disability will be reviewed on a case-by-case basis.
SPECIAL INSTRUCTIONS
- While always welcome, a resume will not be accepted in lieu of an official City application. The application must be completed in its entirety (including any supplemental questions).
- All required documents must be attached to the application; missing documents may be submitted until the final filing date. Human Resources will not accept documents after the final filing date. For a degree to be considered, the degree or transcripts must be attached to the application.
- Applicants will be screened against the minimum qualifications and then the desired qualifications. Those who qualify may be further screened to identify the best qualified candidates.
- Candidates must pass a thorough background investigation prior to appointment.
- This job classification may require a pre-employment medical screening which includes testing for drugs, including but not limited to marijuana; a positive test may result in revocation of an employment offer.
The City of Rocklin is an Equal Opportunity Employer and encourages applicants from diverse backgrounds to apply. We offer a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave. Medical A variety of plans are offered through CalPERS. The City contributes up to $1,200 per month to active employees, and the employee pays the difference. Dental and Vision City-paid for employee and dependents. Flex Credit The City shall provide each employee with a flex credit of $3,600 per fiscal year for any benefit covered under the Cafeteria Plan. The flex credit is prorated and paid over 24 benefit pay periods. Health Coverage Reduction Incentive Employees who decline health coverage may receive incentive pay of up to $250 per month. Leave Accruals Sick Leave: 12 days per year Vacation: 15 days first year, progresses up to 27 days based upon years of service Holidays: 10 paid holidays per year Retirement-CalPERS Classic Members - 2% @ 55 PEPRA Members - 2% @ 62 Deferred Compensation Rocklin offers an optional 457 plan for employee participation. Insurance Life Insurance and AD&D: City paid $50,000 Long-Term Disability: City paid coverage is 50% of monthly salary up to $6,000 per month; after a 90-day waiting period. Tuition Reimbursment $750 per clendar year maximum. Health & Wellness Weekly 30-minute yoga class, free chair massages offered monthly, and book clubs. To learn more details, visit our benefits page at: 01 Describe your professional experience supporting end users through a help desk ticketing system. Describe the types of tickets you commonly handled, the average number of tickets you managed, and how you prioritized them. If you do not have experience in this area, please enter N/A. 02 Describe your professional experience troubleshooting and providing support for various technologies, such as computers, mobile devices, audiovisual equipment, networks, and telecommunication systems. If you do not have experience in any of these areas, please enter N/A. 03 Describe your professional experience in writing procedural guides or other technical documentation. If you do not have experience with this type of documentation, please enter N/A. Required Question