Job Summary

SUMMARY: Under basic supervision, provides first-level technical support functions for City Information Technology (IT) system users; identifies and resolves problems; and maintains computer hardware and software systems, technology infrastructure, communications equipment, and peripherals.

Essential Functions

ESSENTIAL FUNCTIONS: As defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job flyer does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

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  Responds to help desk inquiries and requests for Information Technology (IT) services.
• Works independently and makes appropriate decisions based on experience; performs work within scope of authority and training; duties may vary according to job assignment.
• Organizes, plans, manages, and prioritizes IT service requests; interviews user to collect information about technology problems and technical issues, and leads user through diagnostic procedures to determine source of error; trains users on IT software, hardware, and peripheral equipment.
• Defines problems, identifies and isolates errors, and implements technical solutions to solve problems.
• Provides technical support, training, and assistance to employees; explains IT issues, and implements solutions according to IT Department standards, guidelines, and procedures; follows up with users to verify the functionality of the users’ systems.
• Refers complex problems which are beyond the skills of the IT Technician to senior technical staff and contractors; learns to maintain new and existing network systems and components.
• Installs, moves, updates, and integrates computers, workstations, system components, communications equipment, and peripherals; installs and configures software upgrades, enhancements, and revised functions; verifies performance of user’s systems.
• Performs basic PBX programming, configurations, and installations; maintains City directory and v-mail.
• Performs basic audio video support and basic website support.
• Analyzes and resolves technical problems, documents IT problems and technical changes, and tracks service improvements; notifies manager and other technicians of unusual problems and problem trends in order to provide improved IT services.
• Maintains and enforces all aspects of computer security procedures and standards.
• Supports the relationship between the City of Vernon and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.

Minimum Qualifications

Education, Training and Experience Guidelines:
High School Diploma or GED equivalent AND one year of computer systems support experience. An Associate’s Degree in Computer Science is preferred.

Supplemental Information

Knowledge of:

• Troubleshooting techniques for computer hardware, software, and peripheral equipment.
• Technical support principles, procedures, and quality standards.
• Networked computer system environments and peripheral device capabilities.
• Software applications and operating systems used at City, including Microsoft OS.
• Principles and protocols for the management of electronic information.
• IT access policies, and data security protocols.
• Telecommunications hardware and software systems.

Skill in:

• Diagnosing and resolving technical problems in a network environment.
• Responding professionally, effectively, and efficiently to customer service requests.
• Assessing customer support needs, and implementing effective solutions.
• Using basic tools and procedures for repairing computers, equipment, and peripheral devices.
• Installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.
• Operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.
• Establishing and maintaining cooperative working relationships with co-workers.
• Communicating effectively verbally and in writing.

LICENSE AND CERTIFICATION REQUIREMENTS:
A valid California State Driver's License is required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
Work is performed in a standard office environment; may be required to bend, stoop, crawl, and navigate tight spaces. May be required to lift and carry items weighing up to 50 pounds. Requires vision capacity to perform fine calibrations and differentiate between colored wires.

SELECTION PROCESS :
Completed application packets will be reviewed and only the first 50 qualified applicants whose qualifications best meet or exceed the requirements of the position and needs of the City, will be invited to participate further in the selection process, which may include a written exam and a panel interview. Candidates must be specific and complete in describing their qualifications for the position. Failure to state all pertinent information may lead to elimination from consideration. Applications must be submitted online. If you submit multiple applications, only the most recent application will be considered. Stating "see resume" is not an acceptable substitution for a completed application. To view the complete job description, please visit our website at www.cityofvernon.org. It is the applicant’s responsibility to notify the Human Resources Department of any changes to their contact information.

The City of Vernon offers a comprehensive benefit package including vacation, holiday, and sick leave as well as medical, dental vision, life, and long term disability insurance.

Retirement Benefit: Retirement benefits are provided by the California Public Employees' Retirement System (CalPERS):

Effective January 1, 2013, newly hired non-safety employees who are new CalPERS members, as defined by the Public Employees' Pension Reform Act of 2013 ("PEPRA"), will be enrolled in the CalPERS 2% at 62 benefit formula. New members will be required to pay 7.622% as their member contribution.

An employee who is a "classic" member of CalPERS, will be enrolled in the CalPERS 2.7% at 55 benefit formula. Classic employees contribute 10% as their member contribution.

Cafeteria Benefits Plan: The City offers a monthly allowance towards the purchase of a HMO, PPO or HSA medical plan for the employee and their family members. Any remaining amount can be used towards the purchase of a HMO or PPO Dental plan and Vision coverage for dependents. Vision coverage is included at no cost to the employee. Supplemental Insurance plans are available.

Holiday pay: The City observes 13 holidays per calendar year.

Bilingual pay: Employees in eligible positions who successfully demonstrate Spanish speaking skills would be eligible to receive an additional $275.00 a month.

Vacation:
Continuous Years of Service Vacation Hours Earned Bi-Weekly Accrual
1st year thru 4th year 80hrs; 3.08 accrual rate
5th year thru 9th year 100hrs; 3.85 accrual rate
10th year thru 14th year 120hrs; 4.62 accrual rate
15th year thru 24th year 160hrs; 6.16 accrual rate
25th year and more 190hrs; 7.31 accrual rate

Sick Leave: All full-time employees shall accrue up to 80 hours of sick leave per calendar year, at a rate of 3.08 hours per pay period.

Tuition Reimbursement: $2,200.00 is available to those who satisfactorily complete job related college courses.

Other Benefits: Most employees work a 4/10 schedule. In addition, the City offers bereavement leave and jury duty.

Miscellaneous Benefits: The City provides an interest-free loan program for the purchase of a computer, corrective eye surgery and a hearing aide device.

The City of Vernon encourages you to log onto our website for the benefit details www.cityofvernon.org