Infrastructure/Operation Technician (Network Technician I/II/III)

The City of San José innovates to provide exceptional civic services using advanced technologies to help our community thrive. 

As one of the largest cities in the nation, the City manages a large set of services and assets and operates on a budget of $5.9 billion, with approximately 7,000 employees, serving about 1 million residents and 80,000 businesses in the heart of Silicon Valley. 

The Information Technology Department’s (ITD) mission is to enrich the quality of life in San José through innovation, collaboration, and engagement. ITD enables that mission through business and infrastructure systems, cybersecurity, data management and analysis, responsible use of Artificial Intelligence (AI), productivity and collaboration tools, the San José 311 resident experience platform, data equity and privacy programs, and strategic planning. San José is powered by truly great people, a robust technology environment, and a strong sense of purpose.

The IT department is a leader in innovation, embracing cutting-edge technologies and pioneering solutions to enhance efficiency and quality of life in San José. As part of this effort, the City leads a national initiative for AI through the GovAI Coalition, which was established to give local governments a voice in shaping the future of AI, ensuring it is developed responsibly and for the public good.

Promoting the City’s commitment to equity and inclusion, we believe that all members of the community, regardless of background, have access to the tools and resources needed to thrive in the digital age. San José is in the heart of Silicon Valley, which boasts a rich history in technology, education, and agriculture. Over half of San José residents speak a language other than English at home, highlighting the importance of language accessibility in all City services. By fostering inclusivity, promoting digital literacy, and building accessible platforms, we are advancing technology while creating a more equitable future for everyone.

At the City of San José, we promote work-life alignment and a focus on growth to bring out the best in our people. Come join us in making San José the most vibrant, equitable, sustainable, and innovative city in the nation! Visit the Information Technology Department’s website to learn about our culture, vision, leadership, and innovative initiatives.

The City of San José is creating the civic technology foundation that helps our community thrive every day. Do you have the skills and sense of service it takes? If yes, read on…

We currently have an Infrastructure/Operations Technician (Network Technician I/II/III) opportunity within the Information Technology Infrastructure service area which provides high levels of customer service by supporting our enterprise infrastructure environment, such as the latest Windows Operating Systems (Windows 11 client and Windows server 2019), Office 365 suite, Mobile Devices, basic Network appliance configuration, and other enterprise standard deployment software. Position duties include:

• Provide first-line technical support for desktop, laptop, mobile device, VOIP, web conferencing, and application-related issues. 
• Prioritize incidents and service requests to meet the defined Service Level Standards.
• Receive, document, prioritize, and triage IT service requests and incidents. 
• Troubleshoot and resolve hardware, software, operating system, and connectivity issues. 
• Support Windows and MAC operating systems, Microsoft 365 applications, and mobile devices. 
• Perform day-to-day operational tasks related to system and network administration. 
• Escalate complex issues to engineers, administrators, or vendors as appropriate. 
• Assist with device deployments, equipment replacements, and technology upgrades. 
• Maintain accurate documentation of support activities, solutions, and procedures. 
• Participate in technology projects and other operational initiatives as assigned. 
• Deliver professional, responsive, and customer-focused support to City staff.

Please note that the Network Technician position is eligible for a hybrid telework schedule, which is subject to change. The City is currently on a 32-hour onsite workweek.

Salary Information: The final candidate’s qualifications and experience shall determine the actual salary. In addition to the starting salary, employees in the Network Technician classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.

The Network Technician classification is represented by the Municipal Employees' Federation (MEF) bargaining unit.

Competencies

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include:

Job Expertise – The ideal candidate must possess a combination of the following knowledge and experience:

• Knowledge administering, troubleshooting, and setting up Multifactor Authentication
• Knowledge of Microsoft Windows Active Directory users and computer management, security groups, and/or Group Policies. 
• Knowledge of VMWare virtual machine configuration and provisioning. 
• Knowledge of Windows networking such as TCP/IP, DHCP, DNS, subnets, gateways, LAN, WIFI, etc. 
• Experience creating, deploying, and troubleshooting desktop OS or image issues and applying Windows Security patches by using System Center Configuration Manager (SCCM) or Autopilot/Intune.
• Knowledge of enrolling mobile devices into MDM such as Intune and VMware Workspace One.
• Experience with creating and updating technical documentation. 

 Analytical Thinking – Approaching a problem or situation by using a logical, systematic, sequential approach.

Problem Solving – Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

Customer Service – Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently using professional demeanor.

Conflict Management – Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people, by presenting the facts, analysis, and conclusions or solutions that show command of content and perspectives and interests of the audience

Teamwork & Interpersonal Skills – Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

Communication Skills – Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.

Network Technician I 

Education and Experience: Completion of high school or equivalent (General Education Development [GED] Test or California Proficiency Certificate) AND six (6) months of college-level coursework equivalent to 15 semester/22 quarter units or vocational training or technology technician apprenticeship, both covering computer related work such as computer and mobile endpoints repair, technical troubleshooting, application support, or other related duties.

• Acceptable Substitution: Six (6) months of qualifying experience may substitute for the college-level education.
• Required Licensing: Possession of a valid State of California driver’s license.

Network Technician II

Education and Experience: One (1) year of college-level coursework equivalent to 30 semester/45 quarter units or vocational training or technology technician apprenticeship AND one (1) year of experience, both covering computer-related work such as computer and mobile endpoints repair, technical troubleshooting, application support, or other related duties.

 Acceptable Substitution: Additional qualifying experience may substitute for the college-level education on a year-for-year basis.

 Required Licensing:

• 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.

Network Technician III 

Education and Experience: Two (2) years of college-level coursework equivalent to 60 semester/90 quarter units or vocational training or technology technician apprenticeship AND two (2) years of experience, both covering computer-related work such as computer and mobile endpoints repair, technical troubleshooting, application support, or other related duties.

 Acceptable Substitution: Additional qualifying experience may substitute for the college-level education requirement on a year-for- year basis.

 Required Licensing:

• 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.

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to all the job-specific questions. You must answer all questions to be considered, or your application may be deemed incomplete and withheld from further consideration. Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews.

If you have questions about the duties of these positions, the selection, or the hiring processes, please contact Felipa Perez at [email protected].