Information Services Technician I/II

At Western Municipal Water District (Western Water), we’re looking for an Information Services Technician I/II who is curious, motivated, and ready to grow in IT. If you enjoy figuring out how things work, solving technology problems, and helping people get back to work quickly, this could be a great opportunity to build your career in information services. In this role, you’ll provide hands-on support for hardware, software, and everyday technology needs while gaining valuable experience with the systems and tools that help keep our organization running.

As part of the Information Services team, you’ll work with staff across the District to troubleshoot issues, set up and maintain computers and devices, support users with common applications, and help ensure technology is reliable and effective. This position is well suited for someone who brings a strong customer service mindset, solid problem-solving skills, and a willingness to continue learning and developing technically. Whether you are building on a strong foundation or looking to apply your early professional experience in a meaningful public service environment, this is an opportunity to grow your skills while supporting essential District operations.

The Information Services Technician I is an entry-level classification in the technical support series that requires foundational knowledge of computer hardware, software, office productivity applications, and basic networked systems, along with the ability to assist with installation, configuration, troubleshooting, and support of workstations, devices, and related technology services. Initially under close supervision, incumbents learn the operational aspects of the technology environment and support process. As experience is gained, assignments become more varied, complex, and difficult; close supervision and frequent review of work lessen as an incumbent demonstrates skill to perform the work independently. This classification is distinguished from the IS Specialist in that the latter is responsible for technical and functional oversight of assigned IS support staff and performs the most complex duties assigned to the function, including analytical work.

The Information Services Technician II  is the journey-level classification in the technical support series performing the full range of technical support duties and applies working knowledge of hardware, software, office productivity applications, and networked systems in support of assigned information services operations.  Positions at this level are distinguished from the Information Services Technician I level by the performance of the full range of technology support duties as assigned, working independently, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

Incumbents within this series receive general supervision from the Director of Information Services (IS). May receive work assignments and oversight from IS Specialists and other senior IS staff.  Exercises no supervision of staff.

Western Water employees are expected to work overtime, weekends, evenings and holidays as required to accommodate the agency's needs, in addition to responding as a Disaster Emergency Service Worker.The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this classification.

Positions at the Information Services Technician I level may perform some of these duties and responsibilities in a learning capacity.

• Provides technical support to end users on a variety of technology systems issues ranging from simple to complex; supported technology includes, but is not limited to, computers, laptops, mobile devices, printers, and computer hardware and software. 
• Evaluates, responds to, and resolves requests for computer assistance from users experiencing problems with hardware, software, networking, and other computer related technologies; refers more complex problems to higher-level personnel, and ensures support activities are properly documented.
• Installs and configures computers, laptops, mobile devices, software, and peripherals.
• Instructs users in software applications usage and basic computer navigation; advises users on best security practices.
• Configures user accounts, email, and access to District software and systems.
• Supports onboarding and orientation of new staff, ensuring access to appropriate District technology, software, and systems.
• Maintains and documents hardware and software inventory, software installation settings, and routine support processes.
• Maintains user accounts by adding, removing, and/or editing and manages access rights for users and user groups; creates groups and mailing lists.
• Assists in special projects and coordinating activities with other Information Services and Western Water staff.
• Upgrades user computers/laptops/devices and recommends equipment replacement as necessary to meet user requirements.
• Recovers computer assets and evaluates/repurposes viable hardware; decommissions obsolete hardware; collects and prepares used equipment for disposal. 
• Provides support for audio-visual systems in conference and meetings rooms, including virtual meeting systems.
• Provides technical support for the Board of Directors and other public meetings.
• Participates in group problem resolution to promote continual business process improvements and initiatives.
• Learns and applies emerging technologies and, as necessary, perform duties in an efficient, organized, and timely manner.
• Performs other duties as assigned.

Knowledge of:

• Applicable federal, state, and local laws, rules, and regulations, District and departmental codes, policies, and procedures.
• Principles and practices used in the operations, maintenance, and administration of network operating systems, computer system hardware, and related software systems.
• Techniques and methods of troubleshooting, diagnosing, and resolving computer hardware/software, network, or telecommunication system issues.
• Techniques and methods of computer hardware and software evaluation, implementation, and documentation.
• Computer and network system applications and software packages.
• Computers and peripherals, as well as network hardware, including switches and cables.
• Troubleshooting, configuration, and installation techniques.
• Principles and practices of inventory and asset tracking.
• Occupational hazards and standard safety procedures.
• Modern office practices, methods, computer equipment and applications related to the work.
• English usage, spelling, vocabulary, grammar, and punctuation.

Ability to:

• Perform a variety of functions in the operation of a variety of computer equipment and peripheral components; troubleshoot related problems and take appropriate action. 
• Troubleshoot and resolve hardware and software problems and perform minor computer and equipment repairs.
• Set up computer and network hardware and install and configure software.
• Guide staff on software applications and hardware usage.
• Work with and maintain confidential and sensitive information.
• Prepare clear and concise reports, correspondence, and other written materials.
• Interpret, explain, and ensure compliance with District policies and procedures.
• Establish and maintain a variety of filing, record keeping, and tracking systems.
• Respond to and effectively prioritize multiple phone calls and other requests for service.
• Operate modern office equipment including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Review situations accurately and determine appropriate course of action using judgment according to established policies and procedures.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

EXPERIENCE, EDUCATION, AND LICENSING/CERTIFICATION
Any combination of experience and education that provides the required knowledge and abilities is qualifying, along with the specific licenses/certifications as outlined below:

Title	Education	Experience
Information Services Technician I -31	~ Equivalent to completion of the twelfth (12th) grade supplemented by college level coursework in computer and network operations support of maintenance. ~ Associate’s degree in a related field may substitute for one (1) year of experience. Technical experience in hardware, software and network installation and maintenance may be substituted for the education on a year for year basis.	~ Minimum one (1) year of experience in technician support to desktop computer hardware and software or network/communication systems.
Information Services Technician II -32	~ Minimum three (3) years of experience in technician support to desktop computer hardware and software or network/communication systems, or two (2) years as an Information Services Technician I with the District.

Required License / Certification	Desired Licenses/Certifications
	CompTIA A , Network , Tech and/or Technician Microsoft Professional Certifications

This position is a non-exempt, full-time, technical position.  The selected candidate will be considered for placement in the appropriate job classification based on demonstrated qualifications and experience.

PHYSICAL, MENTAL, AND ENVIRONMENTAL REQUIREMENTS 

The characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonableaccommodationmay be made to enable individuals with disabilities to perform the essential functions.

Physical: Employees are regularly required to use repetitive motion for keyboard use and writing; frequently grasp, reach overhead, hold and reach; sit for long periods of time; occasionally walk, use staircases, stand, kneel, stoop and bend; occasionally lift and carry up to 25 pounds or 60 pounds with assistance; constantly use overall vision; and frequently hear and talk, in person and on the phone.??

Mental: Employees should possess the ability to speak, read, and write English, in addition to exercising math and computer aptitude as required. Employees work under pressure with frequent interruptions while communicating and interacting with a variety of Western Water personnel, the public, and others encountered in the course of work. The ability to explain, interpret, and apply related rules, regulations, policies, and procedures; and work on multiple concurrent assignments, often within tight timeframes using good business judgment is necessary.

Environmental: Employees primarily work in a temperature-controlled office environment subject to typical office noise and settings. Incumbents are expected to use principles of effective safety practices including the use of equipment in a proper and safe manner, use of preventative personal ergonomic techniques, and maintaining safe personal and common workspaces.

Western Water is a tobacco free campus prohibiting smoking and the use of smokeless tobacco products, e-cigarettes, and unregulated nicotine products in any Western Water vehicle and building, which includes any building owned and occupied, or leased and occupied, by Western Water, including, Headquarters, the Operations Center, and any remote facilities owned, leased and/or operated by Western Water.

Salary : $70,051 - $104,503