The Town of Truckee is hiring an Information Technology Technician to help keep Town services reliable, secure, and responsive for staff and the community. This is an entry-level, hands-on role with training and mentorship built in. You will provide first-level technical support, deploy and maintain devices, and help improve the end-user experience across the organization. This position supports the Police Department and emergency services directly. Your work helps keep mission-critical devices and tools available, stable, and ready.What You’ll DoYou will troubleshoot and resolve hardware and software issues for Town staff, install and configure desktops, laptops, mobile devices, and peripherals, and provide clear guidance so users can stay productive. You will support documentation, ticket follow-through, and consistent setups that reduce repeat issues. You will also play a direct role in the Town’s device planning and lifecycle management. This includes maintaining accurate asset and inventory records, supporting device budgeting across departments, and coordinating with the IT team to plan refresh cycles and replacements.As part of a modern IT team, you will help identify opportunities to standardize and automate routine work using repeatable device setups, endpoint tooling, and simple scripting or workflow improvements. You will also work with the larger IT team to evaluate and recommend hardware, software, and related technology solutions that meet operational needs and security standards.You will be part of the Town’s cybersecurity effort as well. Working with the IT team, you will help keep devices updated and compliant, support secure configurations, and assist with basic vulnerability management activities such as patch coordination, tracking remediation tasks, and documenting outcomes.What We’re Looking ForYou are service-oriented, calm under pressure, and able to communicate clearly with non-technical users. You are organized, follow issues through to resolution, and motivated to learn. You bring basic IT support experience and a strong customer service mindset.JOB DESCRIPTIONUnder direct supervision, performs a variety of technical duties to support desktop computers, mobile devices, and/or networked infrastructure including troubleshooting hardware and software and providing customer support and user training; installs and configures mobile workstations, desktop computers, and related peripheral equipment; and performs related duties as assigned.
SUPERVISION RECEIVED AND EXERCISEDReceives direct supervision from assigned supervisory and/or management personnel. Exercises no direct supervision over staff.
CLASS CHARACTERISTICSThis is an entry-level classification and initially under close supervision, incumbents with basic information technology experience, learn the Town’s information technology systems and a wide variety of technical support practices and procedures. As experience is gained, assignments become more varied and are performed with greater independence. Positions at this level exercise less independent judgment and initiative in matters related to work procedures and methods. Work is supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise.
Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.- Provides first level technical support and assistance to end users to Town information technology equipment; provides information, answers questions, and addresses issues and concerns from staff.
- Researches, resolves, and follows up on user problems; identifies and escalates situations requiring urgent attention; follows up with users to ensure issues are resolved.
- Installs, configures, and upgrades computers and associated hardware, peripherals, operating systems, and software across disparate platforms; loads and tests specialized applications and security devices; ensures connectivity to networks and servers.
- Creates and deletes user accounts, resets passwords, and adds and removes users following security guidelines and/or management approval.
- Performs routine tasks of local area network (LAN) and wide area network (WAN) administration; assists users in efficiently accessing network resources.
- Performs systems and server maintenance checks and back-ups; generates, reviews, and maintains reports and logs to evaluate system information.
- Logs inventory hardware assets and reports capital assets after installation.
- Keeps impacted end users apprised of changes and upgrades to computer systems and databases.
- Assists in writing and maintaining user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
- Researches and provides recommendations for purchasing hardware, software, and related information technology solutions.
- Performs related duties as assigned.
Knowledge of:- Operational characteristics of computers, networks, servers, and communication systems, hardware, software, and peripheral equipment.
- Basic principles, practices, methods, and techniques of troubleshooting hardware, software, computer and peripheral equipment, network, and server infrastructure issues.
- Methods and techniques of eliciting information and performing diagnostic procedures on information technology systems.
- Principles and practices of maintaining technical documentation.
- Principles and procedures of record keeping.
- Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and Town staff.
- The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
- Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.
Ability to:- Perform technical support functions in installing, evaluating, configuration, operating, troubleshooting, and maintaining computers, hardware, software, servers, network, security, and related technologies and equipment.
- Maintain technical operating instructions and documentation; train staff on software applications and hardware usage.
- Deal tactfully with the users and staff in providing information, answering questions, and providing customer service.
- Learn, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.
- Maintain a variety of filing, record-keeping, and tracking systems.
- Organize work, set priorities, meet critical deadlines, and follow-up on assignments.
- Effectively use computer systems, software applications, and modern business equipment to perform a variety of work tasks.
- Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
- Use tact, initiative, prudence, and judgment within general policy, procedural, and legal guidelines.
- Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
- Apply and uphold the Town-wide and departmental goals and the Town Employee values of Integrity, Teamwork, Accountability, Commitment, and Excellence.
- Demonstrate understanding of, sensitivity to, and respect for the diverse socio-economic, racial, ethnic, religious, and cultural backgrounds, diverse abilities, gender, gender identity and expression, and sexual orientation of Town staff and community served.
EDUCATION AND EXPERIENCE:Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:- Equivalent to completion of the twelfth (12th) grade and one (1) year of experience providing technical support to desktop computer hardware and software systems.
LICENSES AND CERTIFICATIONS:- Mobility to work in a standard office setting and use standard office equipment, including a computer; this is primarily a sedentary office classification although standing in work areas and walking between work areas may be required; occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information; ability to lift, carry, push, and pull materials and objects up to 25 pounds.
- Vision to read printed materials and a computer screen.
- Hearing and speech to communicate in person and over the telephone.
- Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.
WORKING CONDITIONS
- Office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.
- Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.
