Systems Technician Broadband - TRANSITIONAL

Mission: Fort Bragg is a small town nestled between the coast and the redwoods with a strong sense of community that seeks to preserve its environment while providing resilient public facilities and infrastructure and supporting a safe and vibrant economic, multi-cultural, and recreational experience for both locals and visitors alike.

Vision: Fort Bragg, a California coastal destination with rich natural resources and rugged beauty, is transforming our future by weaving together our people, ecosystems, and economy to create community prosperity. We are making our mark in the 21st Century by creating climate-ready water and energy independence, housing and economic opportunities, accessible health care, community public safety, and education for all.

We are guided by the following Core Values:

Innovation: We highly encourage creativity and forward-thinking solutions to meet the evolving needs of our city.

Honesty & Integrity: We believe in transparent, honest, and ethical interactions with our community and stakeholders.

Service-Oriented: We are responsive to the public and to each other to demonstrate our genuine commitment to creating a Fort Bragg that Serves us today and readies us for a successful tomorrow.

Fair & Ethical: principles and practices, Fort Bragg promotes an inclusive community culture of unity and equality that openly invites everyone to enjoy our unique coastal enclave.

Collaboration: nourishes civic pride and celebrates the diversity of our city and the meaningful municipal services that our residents and businesses rely on.

POSITION SUMMARY

ESSENTIAL FUNCTIONS:
Under the minimal supervision of the Broadband Manager, provides technical support to broadband customers, installs, maintains, and repairs customer equipment and inside wiring, and assists in deploying and maintaining broadband infrastructure.

TYPICAL DUTIES & ESSENTIAL JOB FUNCTIONS

TYPICAL DUTIES AND RESPONSIBILITIES:

• Act as point of contact for customer technical support.
• Assist in installation and maintenance of access points and backhaul links.

• Assist in maintaining a clean, orderly environment.
• Create and maintain web-based technical support information.
• Document work performed and update customer records.
• Ensure that customer materials are clear, accurate, and easily understood.
• Open, monitor, and resolve customer trouble tickets.
• Perform all aspects of installing, repairing, disconnecting, modifying, upgrading, and downgrading of customer service offerings, including CPE and inside wiring.
• Set up a variety of customer services, including but not limited to email accounts, internet service, and VOIP equipment.
• Travel to customer locations in employee vehicles or in company vehicles when available.
• Perform related duties as assigned.

DESIRABLE SKILLS, KNOWLEDGE, AND ABILITIES:

Knowledge of:

• A variety of desktop and mobile operating systems currently in use.
• Configuration of home routers, VOIP hardware and software, wireless equipment.
• Correct English usage including spelling, grammar, punctuation and vocabulary.
• Effective verbal and written communication skills.
• Internet security software including anti-virus, anti-spyware and firewall applications.
• Interpersonal skills using tact, patience and courtesy even when under pressure.
• Resources for information about computer problems and troubleshooting.
• Use of Mounting tools and hardware.

• Use of spreadsheets, databases, e-mail programs and word processing documents When to ask for help or guidance.
• Wiring of telephone, Ethernet and fiber cables.

• Communicate effectively both orally and in writing.
• Communicate effectively with the public in a pleasant and positive manner.
• Establish and maintain cooperative and effective working relationships with others; combine a facilitative, helpful style with an orderly and systematic procedure.
• Explain technical issues and solutions to customers in an understandable way.
• Maintain a calm and pleasant manner under pressure from large numbers of diverse people and situations.
• Maintain follow-up on assigned customer issues until resolved.
• Remember details and listen carefully.
• Self-supervise and regulate job priorities.
• Troubleshoot current operating systems as they relate to broadband services.
• Troubleshoot customer connectivity problems.
• Troubleshoot popular internet security software, including anti-virus, anti-spyware, and Firewall applications.

KNOWLEDGE, SKILLS, AND ABILITIES

TYPICAL DUTIES AND RESPONSIBILITIES:

• Act as point of contact for customer technical support.
• Assist in installation and maintenance of access points and backhaul links.

• Assist in maintaining a clean, orderly environment.
• Create and maintain web-based technical support information.
• Document work performed and update customer records.
• Ensure that customer materials are clear, accurate, and easily understood.
• Open, monitor, and resolve customer trouble tickets.
• Perform all aspects of installing, repairing, disconnecting, modifying, upgrading, and downgrading of customer service offerings, including CPE and inside wiring.
• Set up a variety of customer services, including but not limited to email accounts, internet service, and VOIP equipment.
• Travel to customer locations in employee vehicles or in company vehicles when available.
• Perform related duties as assigned.

DESIRABLE SKILLS, KNOWLEDGE, AND ABILITIES:

Knowledge of:

• A variety of desktop and mobile operating systems currently in use.
• Configuration of home routers, VOIP hardware and software, wireless equipment.
• Correct English usage including spelling, grammar, punctuation and vocabulary.
• Effective verbal and written communication skills.
• Internet security software including anti-virus, anti-spyware and firewall applications.
• Interpersonal skills using tact, patience and courtesy even when under pressure.
• Resources for information about computer problems and troubleshooting.
• Use of Mounting tools and hardware.

• Use of spreadsheets, databases, e-mail programs and word processing documents When to ask for help or guidance.
• Wiring of telephone, Ethernet and fiber cables.

• Communicate effectively both orally and in writing.
• Communicate effectively with the public in a pleasant and positive manner.
• Establish and maintain cooperative and effective working relationships with others; combine a facilitative, helpful style with an orderly and systematic procedure.
• Explain technical issues and solutions to customers in an understandable way.
• Maintain a calm and pleasant manner under pressure from large numbers of diverse people and situations.
• Maintain follow-up on assigned customer issues until resolved.
• Remember details and listen carefully.
• Self-supervise and regulate job priorities.
• Troubleshoot current operating systems as they relate to broadband services.
• Troubleshoot customer connectivity problems.
• Troubleshoot popular internet security software, including anti-virus, anti-spyware, and Firewall applications.

SUPPLEMENTAL INFORMATION

PHYSICAL REQUIREMENTS:
Busy office environment, driving and working outside. Works in buildings, attics, basements and crawl spaces, involving kneeling, stooping, bending, crouching, crawling or other uncomfortable positions. Ability to lift boxes weighing 50 pounds or less.