Senior Information Technology Technician (Open-Limited Term)
San Mateo County Public Safety Communications (PSC) is accepting applications from detailed orientated candidates with a passion for design and technology to join their team.
PSC provides high quality law enforcement, fire, and medical dispatch and communications services to the public and public safety agencies in order to protect the health and safety of the people of San Mateo County. For more information about the County of San Mateo Office of Public Safety Communications, visit: http://911dispatch.smcgov.org/.
The incumbent will provide a full range of advanced technical support in the areas of desktop support, production or server support and/or applications support.
The ideal candidate will:
- Possess strong customer service skills, the ability to multi-task and the ability to communicate with individuals at all levels of the organization.
- Be able to work independently while keeping their supervisor informed.
- Have experience with Microsoft Windows desktop operating systems, Microsoft Windows server operating systems, Linux operating systems, databases including Microsoft SQL server and PostgreSQL, and Microsoft Office Desktop Applications.
- Have experience working with a Public Safety Agency.
- Have experience working with a Computer Aided Dispatch (CAD) System.
The selected candidate for this position with PSC must pass a thorough background investigation, to include a psychological exam and polygraph test.
- Examples Of Duties
Duties may include, but are not limited to the following:
- Act as liaison with external vendors to resolve equipment and software related issues, to engineer, guide and/or install new equipment and to coordinate purchase and maintenance of departmental equipment and related supplies.
- Maintain inventory of information system equipment, including laptops, workstations, servers and peripheral equipment; prepare decommissioned workstations for surplus pickup and/or storage.
- Instruct department staff in the use of computer hardware and software; develop and present training programs and materials to upgrade the skills of departmental staff.
- Participate in departmental systems planning activities.
- Oversee and guide the work of other technology support staff in a lead capacity, as assigned.
- Perform related duties as assigned.
- User Support.
- Serve as technical resource and primary point of contact for departmental system users; provide desktop and end-user support by remote session, telephone, email or in person, including visits to remote sites.
- Diagnose and solve operational hardware and software applications problems; evaluate problem severity and resolve or escalate to appropriate personnel or vendor for resolution.
- Research, evaluate and test new hardware and software products for use by departmental staff; research and test new processes.
- Support the department's use of audio-visual equipment, including laptop computers, televisions, and projectors; and provide technical support for presentations.
- Assist in the production and editing of multi-media including recordings, presentation and videos; setup web cast and video conference meetings; duties include media conversion, editing, backup and storage of analog and digital data.
- Install, configure, maintain, troubleshoot and upgrade department computer systems and peripheral equipment.
- Prepare, configure and install shrink-wrapped software on user workstations and provide instructions and training in their use.
- Troubleshoot, install and replace internal computer components such as memory, hard drives, sound devices, optical drives, disk or CD ROM drives and communications cards.
- Provide primary support on new systems and in implementing processes, upgrades and system fixes.
- Create, set-up and maintain profiles for new PC deployment.
- Production/Server Support.
- Maintain and support remote network systems and applications.
- Assist with deployment, installation, configuration, maintenance, troubleshooting and upgrading of servers, mid-range computers, and related equipment at local and remote sites.
- Perform system administration functions including monitoring and adding applications, users and devices, modifying user profiles, re-setting passwords and file maintenance.
- Monitor departmental equipment and systems, review daily problem reports and determine system technical problems.
- Maintain and support network-related equipment, which includes setting switches and routers, running diagnostics, writing operating system instructions and performing server cleanup and maintenance.
- Assist with database maintenance, which includes entering or uploading data to databases, maintaining tables and queries.
- Create, produce and distribute database reports.
- Execute transfer of large, confidential files between systems.
- Design and maintain departmental websites; duties include creating, editing and updating web pages in standard formats; preparing graphics and banners; and assisting in the design and implementation of web-based applications.
Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities are qualifying. A typical way to qualify is:
- Education: An Associate Degree or equivalent technical certification with coursework in computer science, information systems, or closely related field.
- Experience: One (1) year of full-time experience successfully performing information systems equipment installation, system support and/or user support duties;
- Substitution: Possession of a high school diploma or general education certificate plus technical certification and two (2) years of full-time experience successfully performing information systems equipment installation, system support and/or user support duties.
- Methods and techniques used in troubleshooting computer hardware problems.
- Principles and practices of software troubleshooting
- Operational characteristics of various hardware platforms, peripheral equipment and desktop applications including electronic mail systems, spreadsheets, word processing, database, presentation graphics, client/server applications, and communication protocols and intranet/internet.
- Help desk and general customer service practices.
- Record keeping and filing principles and practices.
- Job planning and prioritizing techniques for self and others.
- Computer networks and systems, their operation, support, development and migration.
- Computer hardware and software products in use on the department and across the industry.
- For the Server/Production support area.
- Server and mid-range computer hardware and software in use in the department and related communications systems.
- For the Applications support area.
- Operations, purposes, and functions of the application being supported.
- Information needs and requirements of the systems users.
- Install, test, configure and support hardware and software used by the department.
- Analyze operational and systems problems, evaluate alternatives and reach sound conclusions.
- Evaluate, recommend, implement, test and install hardware and software solutions.
- Organize work, set priorities for self and others and meet critical deadlines.
- Provide advanced technical support to multiple users of broad based applications.
- Respond effectively to user problems and needs.
- Use initiative and sound independent judgment within established procedural guidelines to support automation systems.
- Prepare clear, concise and accurate documentation, instructions, correspondence and other written materials.
- Develop and present comprehensive training material for the appropriate area.
- Maintain accurate records and files.
- Communicate effectively, orally and in writing, with both technical and non-technical personnel.
- Establish and maintain effective working relationships with those contacted in the course of the work.
- Anyone may apply. Responses to the supplemental questions must be submitted in addition to our regular employment application form.
The examination process will consist of an application screening (weight: Pass/Fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California and applicants must participate at their own expense.
Applications for this position will only be accepted online. If you are currently on the County's website, you may click the 'Apply Online' button above. If you are not on the County's website, please go to http://jobs.smcgov.org to apply.
~TENTATIVE RECRUITMENT SCHEDULE ~
Final Filing Date: October 18, 2018
Application Screening: Week of October 22, 2018
Panel Interview: Week of November 5, 2018
At the County of San Mateo, we welcome and celebrate the diversity of our employees, and strive to create a workplace where they feel valued every day. County of San Mateo is proud to be an Equal Opportunity Employer.
HR Analyst: Mandy Singh (Senior Information Technology Technician - V231)