Hybrid IT Senior Technician en City of Fontana, CA
City of Fontana, CA · Fontana, Estados Unidos De América · Hybrid
- Professional
- Oficina en Fontana
About the Department
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’s IT Department operates as a centralized service provider supporting a wide range of municipal functions, including Police, Public Works, Community Services, and administrative departments. In this role, the Senior IT Technician serves as a critical resource for resolving complex technical issues, coordinating citywide hardware and software deployments, and maintaining audiovisual systems for public meetings and internal operations. The position requires frequent interaction with end-users across departments, often in dynamic, fast-paced environments.
A typical day may involve fieldwork supporting mobile data computers (MDCs) for law enforcement, configuring systems for new staff, or ensuring the seamless operation of livestreams and presentation technologies in council chambers. The role also includes contributing to process improvement efforts, supporting service workflows, and providing guidance to junior technicians. This position offers meaningful impact, operational variety, and the opportunity to directly support essential city services through expert-level technical support.
Position 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.
Minimum Qualifications
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.
Preferred Qualifications:
- Bachelor’s Degree in Computer Information Systems or a related field
- 5+ years of hands-on experience resolving end-user issues in a Microsoft enterprise environment
- Expertise in ServiceNow or equivalent ITSM/ticketing platform, including queue management and workflow design
- Experience with mass deployment of Windows 10/11 machines, ideally using KACE, SCCM, or Intune
- Familiarity with MDM platforms (Airwatch, Intune, etc.) for managing organization-issued phones and tablets
- Advanced knowledge of networked printing environments, including scan-to-network and print server configuration, finishers, fleet management
- Strong working knowledge of audiovisual equipment, including Crestron systems and AV support for public meetings and city council meetings
LICENSES AND/OR CERTIFICATIONS: Possession of, and continuously throughout employment, a valid California Class “C” Driver's License.
Desired Certifications:
- HDI Support Center Analyst (SCA) and/or HDI Customer Service Representative (CSR)
- CompTIA A+ or Network+
- Microsoft Certified: Modern Desktop Administrator Associate or equivalent
- ITIL v3 or v4 Foundations
