City of Fontana, CA
Salary: $5,976.54 - $7,269.60 MonthlyLocation : Fontana, CAJob Type: Full-TimeJob Number: 25-00140Department: Innovation & TechnologyDivision: IT OperationsOpening Date: 08/07/2025Closing Date: 8/21/2025 5:00 PM Pacific DefinitionThe Senior IT Technician is the advanced level classification in the IT Technician series. Under general supervision provides a high level of technical support services in the installation and maintenance of the City's computer hardware, software, and telecommunications systems. Incumbents assigned to this classification are required to provide a high level of customer service. The Senior level will provide team leader support to lower-level technical staff.Position Snapshot/A Day in the Life: The City of Fontana's IT Department operates as a centralized service provider supporting a wide range of municipal functions, including Police, Public Works, Community Services, and administrative departments. In this role, the Senior IT Technician serves as a critical resource for resolving complex technical issues, coordinating citywide hardware and software deployments, and maintaining audiovisual systems for public meetings and internal operations. The position requires frequent interaction with end-users across departments, often in dynamic, fast-paced environments.A typical day may involve fieldwork supporting mobile data computers (MDCs) for law enforcement, configuring systems for new staff, or ensuring the seamless operation of livestreams and presentation technologies in council chambers. The role also includes contributing to process improvement efforts, supporting service workflows, and providing guidance to junior technicians. This position offers meaningful impact, operational variety, and the opportunity to directly support essential city services through expert-level technical support.Essential FunctionsThe incumbent must have the ability to:Perform all the essential functions of an IT Technician I and II.Resolve the majority of inquiries and issues from customers.Respond to incoming requests in a timely manner, track all customer contacts, research questions, and issues, and resolve each interaction with customer satisfaction.Document each customer contact with details and enough information so as not to cause extra efforts by other support personnel.Escalate incidents to other groups within the department, when appropriate, and in a timely manner.Expand the knowledge of the existing knowledgebase by providing solutions to frequently occurring problems.Perform responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs).Assist lower-level technical staff as needed.Research and resolve highly complex customer inquiries in a timely manner.Provide advanced audio-visual support for AV equipment throughout the city.When necessary, assist the infrastructure group with various tasks such as maintaining Airwatch (MDM), anti-virus software, maintaining Active Directory, Azure AD, and dealing with security incidents. Provide city-wide communications support including land and wireless services, desk phones, voicemails, mobile devices (phones and tablets).Coordinate with vendors to resolve issues.Participate on IT project teams as needed.Communicate clearly and concisely, both verbally and in writing.Communicate Service Desk technology and operational inefficiencies and assist in process improvements.Act as a mentor and assist supervisor in developing technical training programs for lower-level technical staff. Process employee new hire and separation requests and coordinate with staff to ensure processes are completed in a timely manner.THE ABOVE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY BY THE EMPLOYER.WORKING CONDITIONS: In the performance of daily activities, this position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, and bending; the ability to push, pull, drag and/or lift up to 25 pounds; normal manual dexterity and hand/eye coordination; repetitive hand movement using a computer keyboard and mouse; corrected vision to normal range; acute hearing; written and oral communication; use of standard office equipment such as computers, telephones, printers, and copiers; frequent contact with other staff. Experience and Training Guidelines A combination of experience and training that would provide the required knowledge is qualifying. The incumbent must have knowledge and background in the following:Windows-based and Mac-based workstations and related peripherals.Microsoft operating systems, IOS, android, and networking environments.Working knowledge of application software such as Microsoft 365, and Adobe products.Wireless devices with including smartphones, tablets, and a broad range of internet enabled devicesMitel phone systems.A basic understanding of IT Infrastructure Library (ITIL) processes.Experience in working harmoniously with users in a team environment.Excellent problem-solving skillsEXPERIENCE AND EDUCATION: A minimum of three (3) years of working experience maintaining Windows-based workstations and related software in a commercial or municipal government environment and significant training and/or certification in Windows and Microsoft networks and education equivalent to an Associates Degree in Computer Information Systems or a related field. Preferred Qualifications: Bachelor's Degree in Computer Information Systems or a related field5+ years of hands-on experience resolving end-user issues in a Microsoft enterprise environmentExpertise in ServiceNow or equivalent ITSM/ticketing platform, including queue management and workflow designExperience with mass deployment of Windows 10/11 machines, ideally using KACE, SCCM, or IntuneFamiliarity with MDM platforms (Airwatch, Intune, etc.) for managing organization-issued phones and tabletsAdvanced knowledge of networked printing environments, including scan-to-network and print server configuration, finishers, fleet managementStrong working knowledge of audiovisual equipment, including Crestron systems and AV support for public meetings and city council meetingsLICENSES AND/OR CERTIFICATIONS: Possession of, and continuously throughout employment, a valid California Class "C" Driver's License.Desired Certifications:HDI Support Center Analyst (SCA) and/or HDI Customer Service Representative (CSR)CompTIA A+ or Network+Microsoft Certified: Modern Desktop Administrator Associate or equivalentITIL v3 or v4 FoundationsThe City of Fontana has a flexible benefits plan. This plan allows for employees to select benefits based upon their individual needs. Full-time and Classified Part-time employees are eligible for benefits.Please to view our excellent employee benefit options.01 What is your experience using and managing an enterprise ticketing system like ServiceNow, Zendesk, or Freshservice? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I have never used a ticketing system I have submitted tickets as an end user only I have resolved basic tickets using predefined steps I independently resolve and document complex tickets I manage ticket queues and ensure SLA compliance for a team I design workflows, automate routing, and produce service reports 02 What role have you played in the IT purchasing process? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I have never participated in IT procurement I have submitted requests for approval by others I have gathered product info or pricing when asked I have made independent purchasing recommendations I've coordinated with vendors and entered requisitions I have managed end-to-end procurement including budgeting and vendor strategy 03 What is your experience imaging and deploying Windows 10/11 machines using KACE or a similar system? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never done device imaging or deployment I've observed imaging done by others I've performed imaging using provided tools and steps I've customized images or automated deployment tasks I've led mass deployments and tracked progress I've built and maintained full imaging workflows and handled escalations 04 What is your experience supporting police or public safety IT systems? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never worked with public safety IT systems I've worked in a building with public safety but not supported them I've resolved routine IT issues for public safety staff I've supported MDCs, AVL, or dispatch-related systems I've deployed and configured public safety technologies I've been the primary IT contact for a police department or similar agency 05 What is your level of experience with audiovisual (A/V) systems? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never worked with AV equipment I've helped with basic AV setups (e.g., Zoom) I've installed and troubleshot AV hardware for meetings I've supported integrated AV systems in formal venues I've configured Crestron/Extron and controlled AV environments I've designed and managed AV infrastructure across multiple locations 06 What is your experience managing IT inventory and asset tracking? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never participated in inventory work I've labeled or moved equipment during audits I've recorded device data in spreadsheets or lists I've used asset management tools like KACE for tracking I've reconciled inventory, audited records, and ensured compliance I've designed inventory workflows and led department-wide tracking initiatives 07 You receive three urgent IT requests at the same time from different departments. How do you decide what to do first? I escalate all of them and let my supervisor decide I handle them in the order they were received so I stay fair and consistent I respond to the one from the most senior requester first (e.g., Department Head or Council) I evaluate the impact and urgency of each, address the most critical, and keep others informed I fix the fastest or easiest issue first to clear one off my list I wait a few minutes to see if one cancels or resolves on its own, then start with the remaining two 08 What is your experience leading or mentoring others in IT? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never trained or taken a lead role with others I answer questions from teammates when asked I train new hires using team processes I coach junior techs and guide their troubleshooting I lead team improvement initiatives and assign technical work I am responsible for mentoring, standard setting, and team performance oversight 09 What is your experience supporting executive staff or public officials (e.g., Mayor, Council)? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never supported executive staff or public officials I've worked in proximity but not assisted directly I've helped executive staff or public officials with basic issues (e.g., email, password) I've handled urgent issues or AV setup during meetings I've supported live broadcasts, council meetings, or public events I am the primary IT contact for executive staff or public officials 10 What is your experience supporting a fleet of networked printers and multifunction devices? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never supported a fleet of networked printers or MFPs I've changed toner or cleared jams only I've resolved software/connection issues for printers I've installed and configured print queues, IPs, and permissions I've set up scan-to-folder, firmware, and print policies I've led MFP fleet upgrades or relocations for an entire department or city 11 What is your comfort level with MDM and mobile device support? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never supported mobile devices or MDM I've assisted users with basic phone/email issues I've enrolled mobile devices into MDM platforms I've supported Airwatch, Intune, or similar tools I've managed deployment and decommission of city devices I've led MDM strategy and enforced mobile policies citywide 12 What is your experience writing or maintaining IT documentation? Please select the option that best describes the highest level of responsibility you have demonstrated. Higher levels include the responsibilities of all lower levels. I've never created documentation I've followed documentation but not edited it I've written instructions used by coworkers I've developed SOPs and user-facing guides for teams I've managed documentation libraries and version control I've led department-wide documentation initiatives and enforced standards 13 Please indicate how much experience you have maintaining Windows-based workstations and related software in a commercial or municipal government environment. No experience Less than 1 year More than 1 year but less than 3 More than 3 years but less than 5 More than 5 years but less than 7 7 years or more 14 What is your highest level of education? High School graduate or equivalent Some college Trade school graduate or Apprenticeship Associate's degree in related field Bachelor's degree in related field Bachelor's degree or higher in non-related field Equivalent to Bachelor's degree in related field Master's degree or higher in related field None of the above Required Question