IT Senior Technician

Definition
The Senior IT Technician is the advanced level classification in the IT Technician series. Under general supervision provides a high level of technical support services in the installation and maintenance of the City's computer hardware, software, and telecommunications systems. Incumbents assigned to this classification are required to provide a high level of customer service. The Senior level will provide team leader support to lower-level technical staff.
Position Snapshot/A Day in the Life: The City of Fontana is a growing and thriving City with one of the largest populations in San Bernardino County. The IT department is a centralized internal service organization with various areas of technology represented. The IT Senior Technician is responsible for providing installation and maintenance of the City & PD computer hardware, software audiovisual, and telecommunications systems. You will work in a fast paced work environment for one of the fastest-growing cities in the Inland Empire. On a regular day you can interface with a Police Officers, and Engineers, and a Community Services. If you are looking for a purpose, this is the place to be.
Essential Functions

The incumbent must have the ability to:

• Perform all the essential functions of an IT Technician I and II.
• Resolve the majority of inquiries and issues from customers.
• Respond to incoming requests in a timely manner, track all customer contacts, research questions, and issues, and resolve each interaction with customer satisfaction.
• Document each customer contact with details and enough information so as not to cause extra efforts by other support personnel.
• Escalate incidents to other groups within the department, when appropriate, and in a timely manner.
• Expand the knowledge of the existing knowledgebase by providing solutions to frequently occurring problems.
• Perform responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs).
• Assist lower-level technical staff as needed.
• Research and resolve highly complex customer inquiries in a timely manner.
• Provide advanced audio-visual support for AV equipment throughout the city.
• When necessary, assist the infrastructure group with various tasks such as maintaining Airwatch (MDM), anti-virus software, maintaining Active Directory, Azure AD, and dealing with security incidents. Provide city-wide communications support including land and wireless services, desk phones, voicemails, mobile devices (phones and tablets).
• Coordinate with vendors to resolve issues.
• Participate on IT project teams as needed.
• Communicate clearly and concisely, both verbally and in writing.
• Communicate Service Desk technology and operational inefficiencies and assist in process improvements.
• Act as a mentor and assist supervisor in developing technical training programs for lower-level technical staff.

Process employee new hire and separation requests and coordinate with staff to ensure processes are completed in a timely manner.
THE ABOVE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY BY THE EMPLOYER.
WORKING CONDITIONS: In the performance of daily activities, this position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, and bending; the ability to push, pull, drag and/or lift up to 25 pounds; normal manual dexterity and hand/eye coordination; repetitive hand movement using a computer keyboard and mouse; corrected vision to normal range; acute hearing; written and oral communication; use of standard office equipment such as computers, telephones, printers, and copiers; frequent contact with other staff.
Experience and Training Guidelines

A combination of experience and training that would provide the required knowledge is qualifying. The incumbent must have knowledge and background in the following:

• Windows-based and Mac-based workstations and related peripherals.
• Microsoft operating systems, IOS, android, and networking environments.
• Working knowledge of application software such as Microsoft 365, and Adobe products.
• Wireless devices with including smartphones, tablets, and a broad range of internet enabled devices
• Mitel phone systems.
• A basic understanding of IT Infrastructure Library (ITIL) processes.
• Experience in working harmoniously with users in a team environment.
• Excellent problem-solving skills

EXPERIENCE AND EDUCATION: A minimum of three (3) years of working experience maintaining Windows-based workstations and related software in a commercial or municipal government environment and significant training and/or certification in Windows and Microsoft networks and education equivalent to an Associates Degree in Computer Information Systems or a related field. A Bachelor's Degree is preferred.

DESIRED CERTIFICATIONS:
* HDI Customer Service Representative
* HDI Support Center Analyst
* Microsoft Certified Desktop Support Technician
* A+ Certification
* ITILv4 Certification

LICENSES AND/OR CERTIFICATIONS: Possession of, and continuously throughout employment, a valid California Class "C" Driver's License.

The City of Fontana has a flexible benefits plan. This plan allows for employees to select benefits based upon their individual needs. Full-time and Classified Part-time employees are eligible for benefits.

Please to view our excellent employee benefit options.

01

What is your highest level of education?

• High School graduate or equivalent
• Some college
• Trade School Graduate or Apprenticeship
• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorate
• None of the Above
  

02

Please indicate how much experience you have in maintaining Windows-based workstations and related software in a commercial or municipal government environment.

• No experience
• Less than one (1) year.
• More than one (1) year but less than two (2) years.
• More than two (2) years but less than four (4) years.
• More than four (4) years but less than six (6) years.
• Six (6) years or more.
  

03

Do you currently possess a valid California Class "C" Driver's License?

• Yes
• No
  

Required Question

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