DEFINITION
Under minimal supervision, performs a full range of technical duties related to information systems, installation, and support; upgrades, installs and repairs information systems; provides technical office and field hardware and software support; to perform special projects, as directed; and to do related work as required. The incumbent will 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 agency system users; provide desktop and end-user support by remote session, telephone, email or in person, including visits to remote sites. This position requires administrating, configuring, and backing up firewalls, switches, servers, and workstations. In additional, the incumbent will work on Law Enforcement Hardware and Software such as Body-Worn Camera systems, In-car communication systems, Jail Management systems, and Dispatch Software. The incumbent will assist with CLETS security protocol, and FBI/DOJ security minimums and work on the eCourt implementation as well as interfacing with Karpel for IT and application updates. The incumbent will provide advanced technical support to multiple users of broad-based applications and requires in-depth knowledge of Law Enforcement workflows to analyze, detect, identify, deploy, and maintain software and hardware solutions for the agencies.

DISTINGUISHING CHARACTERISTICS
This is the highest level in the Information Technology Support Technician class series. This class is distinguished from the Information Technology Support Technician I and II by the range of duties that may be assigned and the difficulty of those duties. Incumbents perform a full range of technical duties related to information systems, installation and support, installation and repair of information systems, support of office hardware and software and perform some scripting writing, programming, switch management, routing administration, server administration, network administration, and some work on databases.

REPORTS TO
Information Technology Manager or designee

CLASSIFICATIONS SUPERVISED
This position may supervise an Information Technology Support Technician I and/or II

TYPICAL PHYSICAL REQUIREMENTS
Sit for extended periods; frequently stand and walk; normal manual dexterity and eye-hand coordination; lift and move objects weighing up to 50 lbs.; corrected hearing and vision to normal range; verbal communication; use of office equipment, including computer, telephone, calculator, copiers, and FAX.

TYPICAL WORKING CONDITIONS
Work is performed both in an office environment and other County locations; must be willing to travel, as needed, to supported locations; may be required to respond to night and weekend emergency calls; continuous contact with other staff, other agencies and the public.

Examples of Duties / Knowledge & Skills

(The following is used as a partial description and is not restrictive as to duties required.)

Assists system users in solving problems either by phone or in person
Responds to and documents calls
Troubleshoots information systems and determines the resources required to return the system to optimum performance
Monitors systems to isolate or identify problem sources
Writes reports, as needed
Identifies, corrects and resubmits data rejected by the system
Updates, monitors, installs and repairs a wide variety of information systems equipment
Performs administrative functions including order processing and tracking, vendor payments, etc.
Provides technical support and problem resolution expertise for hardware-related system performance issues
Receives and inspects newly delivered computer equipment
Connects component devices to assemble a functional system
Tests, diagnoses and repairs hardware components such as monitors, printers, scanners, CPU's and laptops
Performs preventative maintenance and upgrades for computer hardware
Reviews and logs information required to support inventory and maintenance history
Installs and tests network and peripheral device interface cards
Diagnoses and repairs or replaces computer hardware components
Disassembles, packs and moves computer devices and peripherals
Maintains information systems equipment with assistance from the user and others
Troubleshoots systems, system peripherals, equipment and software and determines the resources required to return the system to optimum performance
Generates periodic reports as required
Trains users how to use applications and networks
Maintains user network access credentials and ensures proper use of procedures and tools, including virus protection, security software and software licensing.
Performs desktop/user data backup archiving and recovery.
Performs project and priority work.
Other duties as assigned

Minimum qualifications & Requirements

Education:
Two (2) years of full-time, college –level education in the principles of programming, operation and installation of information processing equipment,

AND

Experience: Two (2) years of experience in desktop support or a helpdesk environment

OR

Two (2) years of experience comparable to that of an Information Technology Support Technician II with the County of San Benito

Desirable Qualifications: Experience with following technologies/vendors:

• 
  VMware ESXI
• VMware vSphere
• Veeam Backups
• Fortinet Firewalls, Aps, Switches
• Crowdstrike AV
• N-Central RMM
• Barracuda email filter
• Office 365
• IntelliFlash NAS
• Quantum’s Storage

SPECIAL REQUIREMENTS:
Possession of, or ability to obtain, a valid California Driver's License;
Pass a background check and fingerprint check.

Supplemental information

Knowledge of:
Principles, practices and techniques of technical problem resolution of computer systems and networks.
Anti Virus, security software, Exchange/Outlook mail setup and maintenance
PC, laptop, and printer hardware
Microsoft Desktop Products (Windows 2000/XP, Office)
TCP/IP and LAN concepts
Enterprise client management tools
Active Directory and security management
Methods of ensuring efficient systems and network operation and maintenance
Current data communications techniques and technologies

Ability to:
Establish and maintain effective working relationships and provide excellent customer service
Communicate effectively both verbally and in writing
Be flexible and adaptable to continually changing demands or situations
Prepare clear, concise and accurate program documentation and user procedures
Use standard office and computer equipment.
Work independently and in a team environment.
Maintain confidentiality of materials and use discretion in sensitive situations.

In accordance with California Government Code section 3100, et., seq., all County of San Benito employees are considered disaster service workers who may be required to report for duty, or remain on duty to address disaster service activities in the event of an emergency or disaster and are required to undertake an applicable loyalty oath.

SAN BENITO COUNTY BENEFITS

Employees in regular, full-time positions will be eligible to participate in the following employee benefits:

Pay Day: Employees are paid bi-weekly.
Insurance Deductions: The insurance and benefits deductions will take place bi-monthly, normally the first two pay periods of the month. Bank/Credit union and 457 Retirement Deferrals deductions will take place bi-weekly.

Vacation: Based on continued years of service. Maximum accruals may apply depending on the bargaining unit.

• < 4 years of service = 10 days per year
• 5 to 9 years of service = 15 days per year
• 10 to 14 years of service = 18 days per year
• 15 + years of service = 20 days per year

Administrative Leave: Management employees receive 80 hours of administrative leave per calendar year. Forty (40) unused hours can be paid out at the end of the calendar year. Administrative leave is pro-rated.

Holidays: 13.5 holidays (including 3 floating) for most employees. Safety officers and dispatchers receive approximately 5% holiday pay in addition to their base pay in lieu of paid holidays off.

Sick Leave: 15 days per year. Maximum accruals apply.

Health Plan: Comprehensive medical and dental plans available for full-time employees. Employees appointed to a regular position at a time base of 50% or higher are also eligible to participate.

Vision Plan: MES Vision Plan offered which offers exams, frames and lenses on a 12-24-24 basis. The County pays for employee coverage and the employee can pay for dependent coverage. This benefit is available to FULL-TIME employees only.

Employee Assistance Program: The County provides confidential short-term counseling services to employees and dependents. Any regular employee is eligible for up to a total of three (3) hours of counseling sessions within any six (6) month period per County employee. Up to a maximum of six (6) sessions per calendar year are allowed per family

Life Insurance/AD&D: County pays for a $20,000 BASIC life insurance policy for each employee. Two other VOLUNTARY life insurance plans available, including AD&D.

Disability Insurance: General, Confidential and Management groups participate in the State Disability Insurance.

Credit Union: Membership to the Santa Clara Federal Credit Union is available to San Benito County employees.

Deferred Compensation: Employees may participate in tax-deferred retirement savings. Three 457 plans are available. Employees may rollover funds from prior 401k or 457 accounts. IRS limits apply.

Retirement: Regular employees will be enrolled into the CalPERS retirement system in accordance with the Public Employees' Retirement Law. Employee contributions vary according to bargaining unit.

All New Miscellaneous (non-Safety) employees enrolled into the CalPERS retirement system participate in the full formula of 2% at 62. Miscellaneous employees participate in Social Security in addition to CalPERS.

New Safety employees are covered by the safety full formula 2.7% at 57. Safety employees contribute 9% of the employee contribution. Safety employees do not participate in Social Security.

Supplemental Insurance: Employees may participate in various AFLAC plans such as accident, disability, and cancer insurances.

Additionaly, employees can enroll into a pre-tax cafeteria plan and flexible spending accounts including Unreimbursed Medical ($2500) and Dependent Care ($5000).


Health, Dental and Vision Insurance

Retirement Formula Local MISC 2% @ 62 for New PERS Members

Social Security (non-safety)

Vacation Based on Continued Years of Service

Sick Leave 15 Days Annually

Floating Holiday

457 Deferred Compensation

Credit Union

Flexible Spending Account

Employee Assistance Program

Group Life Insurance

Additional Optional Life Insurances & AD&D

Tuition Reimbursement