Network Technician I/II/III – Police

The San José Police Department is dedicated to providing public safety through community partnerships and 21^st Century Policing practices, ensuring equity for all. The Department is committed to treating all of San Jose’s diverse community members with dignity, fairness, and respect, while protecting their rights and providing equal protection under the law.

The San José Police Department relies on mission-critical technology systems that operate 24 hours a day, 7 days a week, 365 days a year to support public safety operations. The Department maintains one of the largest and most complex technology environments within the City of San José, including 21 remote facilities, more than 1,000 desktop workstations, approximately 450 Mobile Data Computers (MDCs), and over 80 application and database servers operating within a Microsoft Active Directory environment.

Under the direction of the Department Information Technology Manager within the Systems Development Division's Infrastructure Team, the Network Technician I/II/III will provide technical support, network and endpoint troubleshooting, equipment deployment and maintenance, and operational support for the Police Department’s mission-critical technology environment.

Responsibilities may include, but are not limited to:

• Install, configure, maintain, and troubleshoot Mobile Data Computers (MDCs), Automated Information System (AIS) workstations, desktop computers, laptops, and related peripheral equipment.
• Respond to technical support and Help Desk requests and diagnose hardware, software, network connectivity, and user access issues.
• Troubleshoot wired and wireless network connectivity, including network connections, cabling, access points, switches, and related network infrastructure.
• Install, configure, maintain, and troubleshoot Windows-based workstations and associated applications in a Microsoft Active Directory environment.
• Support and troubleshoot the Department's Voice over Internet Protocol (VoIP) telephone systems and related communications equipment.
• Assist with deployment, configuration, patching, upgrades, and lifecycle replacement of desktop and mobile computing equipment.
• Support endpoint security technologies, including antivirus/endpoint protection, system updates, device configuration, and security policies.
• Assist with Active Directory administration, including computer accounts, user access, group membership, and related workstation and network support functions.
• Maintain accurate documentation, equipment inventory, service records, and Help Desk tickets.
• Provide technical support for systems operating in a 24/7 public safety environment and participate in after-hours support, scheduled maintenance, or emergency response as required.

• Possession of a valid State of California driver’s license.

• Possession of a valid State of California driver’s license.
• Possess a valid CompTIA A+ certificate, or equivalent professional, industry recognized certification acceptable to the City. One (1) additional year of related experience can substitute the CompTIA A+ requirement.

• Possession of a valid State of California driver’s license.
• Possess a valid CompTIA A+ certificate, or equivalent professional, industry recognized certification acceptable to the City. One (1) additional year of related experience can substitute the CompTIA A+ requirement.
• Possess a valid Microsoft Specialist certification or an equivalent professional, industry recognized certification acceptable to the City within 6 months of hire.

Background: Submit to a personal background investigation as required by the Police Department.

Highly Desirable Qualifications

The following experience is highly desirable:

• Experience supporting technology in a law enforcement, public safety, emergency communications, or criminal justice environment. 
• Experience installing, configuring, maintaining, and troubleshooting Mobile Data Computers (MDCs), desktop computers, laptops, and peripheral equipment. 
• Experience troubleshooting wired and wireless network connectivity, switches, wireless access points, TCP/IP, and related network infrastructure. 
• Experience supporting Microsoft Windows 11, Active Directory, Microsoft 365, and enterprise endpoint management and security technologies. 
• Experience supporting and troubleshooting Voice over Internet Protocol (VoIP) telephone systems and related communications equipment. 
• Experience working with CJIS security requirements, DOJ compliance standards, cybersecurity policies, and security controls applicable to law enforcement technology environments. 
• Experience using Help Desk/ticketing, remote support, system monitoring, and asset management tools. 
• Experience supporting CAD, RMS, AFR, Mobile Data Computing (MDC), or other public safety technology systems. 
• Experience providing technical support in a 24/7 mission-critical environment, including after-hours support, incident response, and scheduled maintenance.

Ideal Candidate

The ideal candidate is a customer-focused technology professional with strong technical, analytical, troubleshooting, and problem-solving skills. The successful candidate will be able to effectively diagnose and resolve computer, mobile device, network connectivity, hardware, software, and related technical issues while supporting a mission-critical public safety environment.

The candidate should be able to manage multiple priorities, communicate effectively with technical and non-technical users, work independently and collaboratively as part of a technical team, and respond effectively to urgent operational needs. The ideal candidate will demonstrate initiative, sound judgment, accountability, attention to detail, and a strong commitment to providing reliable and responsive customer service.

Competencies:

The ideal candidate will possess the following competencies, as demonstrated through education, training, and experience:

Job Expertise: Demonstrates knowledge of computer and mobile endpoint hardware, Microsoft Windows operating systems, network connectivity, peripheral equipment, and enterprise technical support. Possesses experience installing, configuring, maintaining, and troubleshooting desktop computers, laptops, Mobile Data Computers (MDCs), printers, and related hardware and software.

Demonstrates knowledge of wired and wireless networking, TCP/IP, switches, wireless access points, Active Directory, endpoint security, and related network technologies. Experience supporting Microsoft 365, VoIP communications, Help Desk operations, remote support tools, and system monitoring technologies is desirable.

Possesses an understanding of information technology best practices, cybersecurity principles, security policies, and applicable CJIS and DOJ requirements. Experience supporting law enforcement, public safety, emergency communications, or other 24/7 mission-critical technology environments is highly desirable.

Professional certifications related to computer support, networking, Microsoft technologies, cybersecurity, or other information technology disciplines are desirable.

Communication Skills: Communicates effectively both verbally and in writing. Demonstrates active listening skills and the ability to gather information from users, explain technical issues and solutions clearly, and communicate effectively with both technical and non-technical personnel. Prepares clear and accurate technical documentation, Help Desk records, procedures, and user communications.

Computer Skills: Experienced with computer and mobile endpoint hardware, Microsoft Windows operating systems, Microsoft Active Directory, Microsoft 365, endpoint security technologies, remote support tools, and Help Desk/ticketing systems. Knowledge of wired and wireless networking, TCP/IP, network switches, wireless access points, printers and peripheral devices, mobile computing technologies, and related network troubleshooting tools. Familiarity with PowerShell and other technical support or system administration tools is desirable.

Decision Making: Identifies technical issues, evaluates available information and alternatives, and exercises sound judgment in determining appropriate solutions or escalating issues when necessary. Demonstrates the ability to balance operational needs, technical considerations, security requirements, established procedures, and customer needs when making decisions in a mission-critical public safety environment.

Problem Solving: Uses a logical and systematic approach to diagnose and resolve hardware, software, network connectivity, mobile computing, and user access issues. Identifies root causes, evaluates possible solutions, and takes appropriate corrective action or escalates issues to higher-level technical staff when necessary. Demonstrates initiative and persistence in resolving technical problems while maintaining system reliability and service continuity in a mission-critical environment.

Teamwork and Interpersonal Skills: Builds and maintains effective working relationships with colleagues, customers, supervisors, vendors, and other technical teams. Collaborates effectively to troubleshoot and resolve technical issues, supports team objectives, and demonstrates professionalism, flexibility, cooperation, and respect in all interactions.

Customer Service: Provides responsive, professional, and solution-oriented technical support to users and stakeholders. Demonstrates a commitment to delivering high-quality service, understanding customer needs, communicating effectively, and ensuring timely resolution or appropriate escalation of technical issues in a mission-critical public safety environment.

Selection Process

The selection process will consist of an evaluation of the applicant's education, training, experience, and responses to the Job-Specific Questions submitted with the online application. Applications will be screened based on the qualifications, competencies, and technical experience most relevant to the Network Technician position.

Only candidates whose backgrounds best demonstrate the knowledge, skills, and abilities required to successfully perform the duties of the position will be invited to continue in the selection process.

Additional phases of the selection process may include one or more interviews and may include a technical assessment, practical troubleshooting exercise, or other job-related evaluation designed to assess the candidate's technical knowledge, problem-solving abilities, and ability to perform the essential functions of the position.

You will be prompted to answer the following job-specific questions during the online application process. Please note that there is a 4,000-character limit, including spaces, for each text response.

• Describe your experience installing, configuring, maintaining, and troubleshooting desktop computers, laptops, mobile computing devices, and related peripheral equipment. Include any experience with Mobile Data Computers (MDCs) or other vehicle-mounted computing equipment. Please identify the equipment and technologies supported, your specific responsibilities, and your level of experience.
• Describe your experience troubleshooting wired and wireless network connectivity. Include your experience with TCP/IP, network switches, wireless access points, cabling, network printers, and other network infrastructure. Please provide examples of network connectivity problems you have diagnosed and resolved.
• Describe your experience supporting Microsoft Windows environments, including Active Directory, Microsoft 365, user and computer accounts, permissions, endpoint configuration, software installation, security updates, antivirus/endpoint protection, and related technologies. Please identify the technologies you have supported and describe your specific responsibilities.
• Describe your experience providing technical support in a Help Desk, desktop support, field support, or Information Technology environment. Include the types and number of users supported, Help Desk or ticketing systems used, remote support tools, types of technical issues handled, and your approach to diagnosing, troubleshooting, resolving, documenting, and escalating technical problems.
• Please list all technical certifications you currently hold or have previously held, including the certification name, issuing organization, and year obtained. Examples may include CompTIA A+, Network+, Security+, Microsoft, Cisco, ITIL, or other information technology-related certifications.
• Describe your experience supporting technology in a law enforcement, public safety, emergency communications, criminal justice, or other mission-critical environment. Include any experience supporting Mobile Data Computers (MDCs), Computer-Aided Dispatch (CAD), Records Management Systems (RMS), Automated Field Reporting (AFR), VoIP communications, or other public safety technologies. Please describe your specific role and responsibilities.
• Describe your experience working in a 24/7 operational environment. Include any on-call responsibilities, after-hours support, scheduled maintenance, incident response, or emergency troubleshooting experience. Please provide an example of a critical technical issue you helped resolve and describe the actions you took to restore service.

You must answer all job-specific questions to be considered for this vacancy. Failure to answer all required questions may result in your application being deemed incomplete and withheld from further consideration.

If you have questions about the duties of this position, please contact Rudy Yeung at [email protected]. 

If you have questions about the selection or hiring processes, please contact Alexandria Rodriguez at [email protected]