IT Senior Technician

JOB 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.
EXAMPLE OF DUTIES 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.