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The County of San Mateo Sheriff's Office is seeking qualified candidates for the position of Information Technology (IT) Technician. Under general supervision, the IT Technician will provide technical information and assistance to users and personnel throughout multiple locations in the County. The incumbent will work with the end user to diagnose issues and help resolve or escalate the issue to appropriate staff.
 
 The ideal candidate will have the following knowledge, skills and abilities: 

• Hands-on experience in providing desktop and end-user support in a Windows Active Directory environment.
• Hands-on experience installing, configuring, maintaining and troubleshooting department computers and peripheral equipment.
• Proficiency in maintaining a variety of Automated Electronic Records and Files environments and knowledge of databases.
• Knowledge of server and network fundamentals.
• Knowledge of policies, technical processes and procedures of a Sheriff's Office.
• Strong written and oral communication skills
• Proficiency in time management and organization skills
• A commitment to continual learning.

Duties may include, but are not limited to, the following:

• Maintain inventory of addresses, laptops, workstations, servers and peripheral equipment; prepare decommissioned workstations for surplus pickup and/or storage; order equipment and supplies as required.
• Write user operating instructions for departmental applications and equipment; present training, documentation and other materials to user groups and individuals.
• Participate in departmental systems planning activities.
• Drive to various offices and substations to perform end-user support, complete inventory and documentation, and escort vendors and County IT staff when necessary.
• Perform related duties as assigned.

• Serve as technical resource and primary point of contact for departmental system users; provide desktop and end-user support by remote session, telephone, email or in person, including visits to remote sites.
• Troubleshoot and assist users in solving operational hardware and software application problems; evaluate problem severity and resolve or escalate to appropriate personnel or vendor for resolution.
• Execute tests of new hardware and software and support beta testing of new fields and screens in the system.
• Set-up employee work-stations and make equipment adjustments as needed.
• Support the department's use of audio-visual equipment including laptops, televisions, and projectors; set-up and provide technical support to presentations.
• Assist with the setup web cast and video conference meetings; duties include media conversion, editing backup and storage of analog and digital data.

• Install, configure, maintain, troubleshoot and upgrade department computers and peripheral equipment.
• Install shrink-wrapped software on user workstations and provide instructions and training in their use.
• Install and replace internal computer components such as memory, hard drives, sound devices, optical drives, CD ROM drives and communications cards.
• Maintains and establishes user profiles for PC deployment.

• Assist with the routine installation, configuration, maintenance, troubleshooting and upgrading of servers, mid-range computers, and related equipment at local and remote sites.
• Perform routine system administration functions according to desktop security policies, which include monitoring and adding applications, users and devices, modifying user profiles, re-setting passwords and performing file maintenance.
• Monitor departmental equipment and systems; review daily problem reports and determine system technical problems.

• Perform routine data entry and database maintenance, which includes entering or uploading data to data bases, maintaining tables, and developing queries.
• Produce and distribute standard, reoccurring reports for others to use.
• Execute transfer of large, confidential files between systems.
• Assist with routine web development functions entering or uploading internet content, updating routine or standard content, applying graphic features and/or revising vignettes/html pages.

Education and Experience: Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

Education: Possession of a high school diploma and technical certification from an accredited college in a specified area with coursework in computer science, information systems, or a closely related field.

Experience: One year of full time experience performing information systems equipment installation, system support, and/or user support duties.

Physical Requirements: An applicant must be able to stoop, kneel, crouch, crawl, walk, sit and reach by extending hands and arms in any direction on a consistent and daily basis; communicate verbally by listening and talking on a consistent and daily basis; use finger dexterity to pick, pinch, type, and grasp objects with fingers and palms; perceive attributes of objects by touch on a consistent and daily basis; and occasionally use upper extremities to exert force to push and pull objects weighing up to 50 pounds or more; and lift and carry items weighing up to 50 pounds on a frequent basis. Note: Applicants who do not meet the physical requirements due to disability will be considered on a case-by-case basis.

Knowledge of:

• Methods and techniques used in troubleshooting computer hardware and software problems.
• Operational characteristics of various hardware platforms, peripheral equipment and desktop applications including electronic mail systems, spreadsheets, word processing database, presentation graphics, client server applications, communication protocols and intranet/internet.
• Record keeping and filing principles and practices.
• Job planning and prioritizing techniques.

• Install and support hardware and software used by the department.
• Analyze operational and systems problems, evaluate alternatives and reach sound conclusions.
• Provide technical support to multiple users of broad based applications.
• Respond effectively to user problems and needs.
• Use initiative and sound independent judgment within established procedural guidelines to support automation systems.
• Prepare clear, concise and accurate documentation, instructions, correspondence and other written materials.
• Develop and present comprehensive training material for the appropriate area.
• Maintain accurate records and files.
• Organize work, set priorities and meet critical deadlines.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Communicate effectively, orally and in writing, with both technical and non-technical personnel.
• Analyze user requirements and recommend appropriate data automation products.