Senior Information Technology Technician - Santa Rosa, United States - City of Santa Rosa, CA

Description

Salary : $90, $109,774.00 Annually

Location : Various locations in the City of Santa Rosa, CA

Job Type: Full-Time

Job Number: 23/24-88AMD-O

Department: Information Technology

Opening Date: 04/26/2024

Closing Date: 5/10/2024 11:59 PM Pacific

FLSA: Non-Exempt

Bargaining Unit: 7

The Position

THE CITY OF SANTA ROSA IS EXCITED TO WELCOME APPLICATIONS FOR SENIOR INFORMATION TECHNOLOGY TECHNICIAN. THIS IS AN EXCELLENT OPPORTUNITY FOR THOSE SEEKING A REWARDING CAREER PROVIDING CRITICAL SERVICES TO OUR CITY AND COMMUNITY

The City of Santa Rosa is committed to building a workforce reflective of our community and establishing a lasting culture of equity and belonging within our organization. Our collective talents and expertise contribute to high-quality public services that support a vibrant, resilient, inclusive City for our community and visitors. We celebrate a diverse workforce and welcome all qualified candidates to apply.

The Benefits of City Employment
In addition to offering a rewarding work environment, opportunity for career growth, and excellent salary, the City of Santa Rosa provides a generous suite of benefits, including retirement through CalPERS, a competitive leave accrual package, your choice of three health plans, and top of the line employer paid vision and dental coverage.

• A competitive total compensation package
• Flexible schedule available: 9/80 or 5/8
• Hybrid remote schedule available after successful completion of probation
• 11 paid holidays annually, plus 2 to 3 "floating holidays" per year depending on years of service
• $500 annually for wellness
• The City is a Public Service Loan Forgiveness Program (PSLF) Employer

SANTA ROSA INFORMATION TECHNOLOGY - SECURITY & INNOVATION
The City of Santa Rosa Information Technology department has an important mission: To provide secure and reliable technology and services to make government more efficient, equitable, transparent, and responsive to the needs of the community. While carrying out this mission, we remain focused on the vision of leveraging technology, information and cross-departmental collaboration to modernize and transform City services while incorporating core values such as innovation, collaboration, integrity, equity, inclusion, and an emphasis on results to achieve various goals and objectives in alignment with the overarching goals of City Council.
For more information about Santa Rosa IT, please visit our website:

ABOUT THE POSITION:
Senior Information Technology (IT) Technicians perform installation, diagnostic and maintenance activities for the City's data and telecommunications infrastructure, and regularly provide advanced technical and functional support, direction and leadership to other technical staff.

THE CURRENT VACANCY:
The current opening is in the Information Technology Department. The Senior IT Technician provides Tier 2 level support primarily for the Water and Parking departments, working closely with the City's IT Technicians and Network System Analysts in resolving complex issues. This position also provides backup support to the Tier 2 Helpdesk, answering customer support calls and troubleshooting Helpdesk tickets. The Sr IT Technician is also - responsible for managing and creating new user accounts, assigning permissions, troubleshooting City server applications, providing Active Directory support and performing installation and upgrades of applications.

THE IDEAL CANDIDATE:

The ideal candidate is a quick learner, self-starter and multi-tasker with excellent time management and organization skills, and the ability to work cooperatively in this fast-paced, complex environment. Proven analytical skills successfully applied to identifying and defining information technology needs, troubleshooting and resolving complex user issues are a must, as are excellent oral and written communication skills to explain technical solutions to non-technical users, and the demonstrated ability to work well with others on a team. Additionally, the ideal candidate will possess:

• At least three years of experience involving implementation and technical support of servers and applications within a Windows-based server environment.
• Experience managing Active Directory, IIS and SQL-based applications, and a variety of LAN/WAN equipment within a complex network environment.
• Experience managing any of the following areas: Skidata/AIMS parking software, Remote Desk Server/Terminal Services, Windows servers running in a virtual environment, WYSE Management Suite, Mitel/Shoretel PBX administration, Exchange, Office 365, and data networks with multiple subnets.

THE SELECTION PROCESS:
The first step in the selection process will consist of a review of each applicant's employment application and supplemental questionnaire for minimum qualifications.

Depending on the number and breadth of experience of the of applicants, the next step may consist of a thorough evaluation of training and experience as presented on the applications and responses to supplemental questions. Applicants scoring highest in this process will be invited to the next step in the process, which will include an interview and may include other assessments.

First Interviews are anticipated to be held near the end of May with second interviews early June.

HOW TO APPLY:Please complete a thoughtful, thorough Application and Supplemental Questionnaire submission. As part of the selection process, your responses to these questions will be scored using criteria specific to this position. Incomplete responses, or responses such as "See Resume" can result in disqualification from the selection process.

For more information about this exciting opportunity, please contact Angela Dick, Human Resources Analyst, at

Examples of Duties and Responsibilities

• Research new technologies, ensuring compatibility with existing technology, making recommendations for implementation and performing cost analysis of licensing requirements;
• perform server administration including install, optimize, upgrade, and maintain hardware, operating system software and client/server software; provision servers in virtual and physical environments;
• perform application administration activities, such as creating, modifying, and deleting users, groups, resources, membership rights, security access, and database scripts, queries and reports for messaging systems, databases and web applications;
• perform domain administration activities, such as assigning permissions and developing schema of users and groups;
• assess, plan, test and implement projects such as new hardware and software upgrades including but not limited to servers, cameras and audio video equipment;
• test commercial software and hardware, write product evaluations and recommendations for management review;
• monitor performance of hardware, operating systems, database and application software and make recommendations to correct problems or improve performance;
• plan, install, optimize, upgrade and maintain City wide desktop systems, mobile data computers and application software;
• perform computer and mobile device forensics;
• setup and maintain surveillance systems such as cameras, body worn cameras and door card access;
• work with department personnel in recovery of video footage;
• provide new camera specifications and purchasing of equipment;
• setup and provide technical support for audio visual and broadcasting equipment;
• establish and monitor procedures for data security and access to computer systems;
• prepare documentation, procedures, reports, specifications, program descriptions, operating instructions, training materials, and user manuals;
• perform as a functional team leader and coordinate project activities;
• train staff and act as a technical resource to other staff;
• provide second-level technical support, resolving escalated helpdesk incidents;
• design backup and recovery procedures;
• provide assistance to Network Systems Analysts to resolve network and /or telecommunications issues;
• customize vendor software releases to meet City requirements;
• consult with current and proposed systems users on the design and feasibility of proposed systems and modifications;
• analyze client needs and identify alternatives;
• estimate cost and timing of technology systems modifications;
• prepare specifications and participate in Requests for Qualifications, Requests for Proposals and/or contracts or agreements for hardware and software;
• determine data requirements for buildings;
• coordinate network cable install and moves;
• perform the duties of an Information Technology Technician as needed; and
• perform related duties as assigned.

Required Qualifications

Knowledge of:

Principles and practices of software and hardware installation and repair, including automated software installation techniques; methods and techniques of troubleshooting hardware, software and inter-connectivity problems; principles of data and network security; local and wide area network (LAN/WAN) topology, security, and operation; Storage Area Networks (SAN) topology and operation; methods and techniques of providing support and training; operating procedures and maintenance of various types of audio video production equipment; methods to analyze and recommend business solutions to meet customer needs and requirements; basic scripting and querying for databases; basic telephony systems including voice over IP; the inter-relationship of central application servers, PC, LAN, network and telecommunications systems including hardware components, software applications, operating systems, documentation, and remote access; software products commonly used with the central application servers, personal computers and networked systems including word processing, spreadsheets, databases, presentation graphics, desktop publishing, e-mail/calendar, web applications, file recovery, backup, terminal emulation and other utilities; methods and techniques of data security and backup and recovery processes; methods of computer and mobile device forensics; and principles of organization and project management.

Ability to:

Identify, analyze and define information technology needs, collect information, establish facts, and draw and present valid conclusions; identify, troubleshoot, analyze and resolve complex customer/user issues; understand, interpret, and explain hardware and software application solutions; research technical materials to provide solutions to problems; write and modify instructions, procedures, manuals, documentation; understand and respond to issues related to data communications, networks and systems interconnectivity; use and manage virtual servers through virtual server management applications; use helpdesk ticketing systems; provide leadership in order for staff to work cooperatively and effectively with each other, customers, vendors, service and departmental personnel; effectively listen and communicate information to persons with diverse knowledge and experience; appropriately manage workload consisting of multiple projects, deadlines and unplanned interruptions to achieve timely and accurate work outcomes; read, analyze and take corrective action or refer problems to appropriate staff in response to error messages in the central application servers, network and personal computing platforms; set priorities and meet established goals and standards; prepare clear, concise and accurate oral and written reports; maintain confidentiality of information; learn new technology quickly; and learn the operations and functions of City workgroups in order to provide appropriate support.

Experience and Education:

Any combination of training and experience that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:
Experience - At least three years of experience involving technical support of client-server and/or LAN/WAN systems, or similar experience in a multi-platform information technology environment. Experience in a lead or project management position is highly desirable.
Education - Academic course work or formal training in computer science, information systems, network systems or a closely related field.

License or Certificate:

This classification requires the use of a vehicle while conducting City business. In order to drive, individuals must be physically capable of operating the vehicles safely and must possess a valid, Class C, California driver's license. Technical certifications equivalent to A+ hardware and software certification, and current certifications in networking technology, security, personal computer and server operating systems such as Net+ and Security+ are highly desirable.

Additional Information

Physical requirements and working conditions are listed on the job description.
Senior IT Technicians may be expected to provide service during off hours, evenings, weekends and holidays and also may be expected to work an alternate work shift or schedule.

ADDITIONAL REQUIREMENTS:Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply, depending on the duties and responsibilities of the position. If you receive a conditional job offer for the position, the requirements upon which the offer is contingent will be outlined in the conditional job letter.

The City of Santa Rosa - A Wonderful Place to Call Home
The City of Santa Rosa is nestled in the center of famous Sonoma Wine Country, located just 55 miles north of San Francisco and 30 miles east of the Pacific Ocean with a population of approximately 173,000. Santa Rosa serves as the County seat and the center of trade, government, commerce, and medical facilities for the North Bay. The surrounding area is home to over a hundred wineries and vineyards and many beautiful parks and recreational facilities, including golf courses. Santa Rosa is in the center of a nationally recognized cycling area. We boast many attractions associated with large cities, including a symphony, performing arts center, theater productions and internationally recognized restaurants, yet still retain the warmth and small town feel of decades past. Santa Rosa has been named one of the 50 greenest cities in the United States with one of the top five mid-sized downtowns in California.

The City of Santa Rosa is proud to be an equal opportunity workplace.

The City does not discriminate on the basis of disability in employment. Requests for reasonable accommodations needed to participate in the recruitment process may be made by submitting a Request for Reasonable Accommodation Form within five (5) business days of being noticed that an event requiring accommodation is occurring. You may also contact the Human Resources Department at or

In addition to offering a challenging, rewarding work environment and excellent salary, the City of Santa Rosa provides a generous suite of benefits.

This job classification is in Miscellaneous Unit 7, Technical. Please click to be redirected to the City's benefits information page.

01

Describe your experience, including your role and responsibilities performed, providing technical support for end-user equipment such as desktops, laptops, printers, and mobile devices in a managed enterprise environment. Include the operating systems of the devices, software tools used for centralized management, number of devices supported, and the total number of years of experience for each role in your response.

02

Please describe your experience supporting LAN/WAN/WIFI in an enterprise, multi-site environment. Also describe any experience you've had with security cameras and electronic keycard systems within these networks. Discuss your specific role(s) in these projects.

03

Describe your experience supporting virtual servers in a domain environment. Include a description of the server environment including host and guest operating systems, number of users supported, applications, and the type of functions you performed on servers. Include the employer(s), number of servers, and the number or years in your answer.

04

Please describe your experience managing an enterprise PBX. Include the number of phones supported and total number of years in your response.

05

Please describe your experience supporting Microsoft technologies such as IIS, SQL, Exchange, Office 365, Azure, and Active Directory, including creation of new user accounts and managing permissions. Include details around how these environments were hosted (on premise, cloud, or hybrid) as well as the number of users you supported in your answer.

Required Question