Information Technology Technician III

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Sonoma County Library

Announces an Employment Opportunity

INFORMATION TECHNOLOGY TECHNICIAN III HEADQUARTERS

40 HOURS PER WEEK FULL-TIME

We are seeking a skilled and customer-focused Information Technology Technician III to provide advanced technical support in maintaining and enhancing the librarys technology systems and services.Candidates who successfully complete the interview process will be added to a pre-qualified list and may be considered for other vacancies that arise in the next twelve months.

ABOUT THE POSITION:

Under general direction the Information Technology Technician III provides advanced technical support and leadership in the implementation maintenance and support of enterprise information technology systems. This position performs complex troubleshooting system configuration and technical support activities for networked computing environments with an emphasis on Windows Server environments Active Directory and Group Policy. The incumbent ensures the reliability security and performance of systems and supports the deployment of new and emerging technologies.

The incumbent works collaboratively with the Information Technology Specialist (Network Administrator) and other IT staff to support and maintain network infrastructure including switches firewalls servers and enterprise systems. This role functions as a liaison between technical staff to ensure adherence to established standards protocols and operating procedures. Responsibilities include diagnosing and resolving hardware software and network issues; implementing system updates and security measures; maintaining system performance; and supporting enterprise services such as email and mobile device management.

This position participates in the planning testing and implementation of new or modified systems and technologies including connected and emerging technologies such as IoT devices as assigned. The incumbent may also develop and deliver technical training prepare documentation and provide instruction to staff on systems software devices and related procedures to promote effective use of technology resources.

The Information Technology Technician III serves as an escalation point for advanced technical issues and may provide lead direction to technical staff coordinate work assignments and act in a lead capacity in the absence of IT management. This position requires strong technical expertise effective communication skills and the ability to manage multiple priorities while delivering a high level of customer service and technical support.

Please see the below class specifications for full details about this position.

SALARY RANGE: $49.05/hour to $61.25/hour

CLOSING DATE: Tuesday June 30 2026 at 11:59pm

EST: OCTOBER 2015

REV: AUGUST 2018

REV: MARCH 2026

FLSA: NON-EXEMPT

INFORMATION TECHNOLOGY TECHNICIAN III

Represented

DEFINITION

Under general direction provides excellent customer service provides a variety of technical and information systems support and training; troubleshoots computer-related problems; installs customizes implements and maintains software hardware and network configurations and various systems; delivers technical training related to the public services function; provides support for desktop computer applications Internet/Intranet self-service portals web based applications and email systems; participates in planning designing implementing testing and supporting new or modified automation systems; researches and reviews new software and hardware; may supervise the Help Desk unit; and performs other duties as required.

SUPERVISION RECEIVED AND EXERCISED

Receives general direction from the Information Technology Manager or other higher-level technical supervisory or management staff. Provides training and supervision to Technology Technicians and other technical or support staff contractors and/or volunteers.

CLASS CHARACTERISTICS

This is the advanced journey level in the Technology Technician series and duties include either supervision of assigned staff or highly specialized skill in an assigned area. Incumbents work with desktop computers and peripherals and networked systems providing technical support and training to library staff and users. The assigned area of responsibility typically includes support for desktop computers used by staff and those located in the public areas of the library as well as second level support for computer systems issue resolution. Incumbents are involved with numerous technology related activities such as data processing and the production of computerized forms documents and reports. Incumbents may develop and deliver technical training on numerous topics for staff assigned within the library public services function soliciting feedback and conducting research to determine training needs. Assignments may include planning and project administration such as management of the telecommunication systems for the library and other specialized functions. Performance expectations include the application of industry best practices library computing and general policies and procedures and knowledge on the development of technical solutions to a wide range of issues. Independent judgment is used in selecting methods and techniques for obtaining solutions. This class is distinguished from the Information Technology Specialist/Network Administrator in that the latter is assigned responsibility as network administrator including security and email administration.

EXAMPLES OF TYPICAL JOB FUNCTIONS(Illustrative Only)

All Assignments:

• Coordinates IT projects personnel and systems to facilitate access to the librarys inter-networked computer systems; provides computer data network services for library staff and users; receives prioritizes and coordinates responses to help requests; estimates and provides materials equipment and staff as needed.
• Functions as a liaison between the Network Administrator and the Information Technology Technicians to ensure standards and protocols are maintained; assists in coordinating activities with the help desk network services and/or other Information Technology staff.
• Leads and participates in the inspection troubleshooting diagnosis and resolution of network and related system hardware software and peripheral malfunctions; assesses system performance and identifies analyzes and resolves network problems modifies network configurations as appropriate; coordinates response to emergency maintenance and repair situations.
• Provides high level technical support and assistance to library staff and others related to computer networks; serves as the primary contact for and resolves related issues conflicts and concerns; responds to inquiries and provides information concerning system operations projects malfunctions equipment upgrades practices procedures and related software applications; contacts appropriate resources for additional assistance when required.
• Installs configures tests and monitors the operations of both hardware and software.
• Installs configures upgrades troubleshoots repairs and participates in the selection of a variety of servers hubs routers switches user stations firewalls cabling interface cards modems drives printers scanners monitors plotters optical mark readers and other peripherals and network components; maintains network system security and servers.
• Leads efforts in testing and evaluating hardware and software products and makes recommendations for purchase and use; responsible for investigating and deploying new systemwide technologies in an assigned area.
• Upgrades updates and ensures proper running of security applications; adjusts and modifies systems to enhance operations as appropriate; performs preventative maintenance on network-related equipment and related facilities.
• Creates email boxes for users teams and departments; troubleshoots email connection access security firewall and storage issues; maintains the active directory of users by adding removing and/or editing users; creates access rights to users and user groups; creates groups and mailing lists.
• Provides configures and sets up a variety of mobile devices for library staff and members of the Library Commission; may provide training on devices as needed.
• Reviews and manages inventory levels of network and computer supplies and equipment; conducts product and vendor research; reviews coordinates and authorizes minor purchases; determines when to retire computer models; may recommend major software and equipment acquisitions and upgrades.
• Confers with vendors to obtain information resolve problems arrange and conduct demonstrations and evaluations orders repair parts supplies and documentation.
• Installs troubleshoots maintains and repairs electronic equipment as needed.
• Prepares and maintains records logs and files related to assigned activities.
• Recovers computer assets and evaluates/repurposes viable hardware; decommissions obsolete hardware.
• Participates in group problem solving activities to promote continual business process improvements and initiatives.
• Learns and applies emerging technologies and as necessary perform duties in an efficient organized and timely manner.
• Communicates orally in writing or through graphic representations and statistical summaries with library staff and users and representatives of various organizations.
• Performs other duties as assigned.

Supervisory Assignments:

• Provides oversight direction and supervision to information technology support staff; schedules and assigns duties; reviews work upon completion for quality control purposes;
• Assists with employee selection orientation evaluates and trains assigned employees.
• Develops performance management plans for assigned staff.
• Acts as Person-in-Charge in absence of Information Technology Manager including making responsible and appropriate decisions based on departmental priorities and needs.
• Ensures adherence to library policies and procedures.

Specialized Skill Assignments:

• Provides instruction and documentation to staff on the use of various information systems software hardware devices policies and procedures; designs and implements training to meet recognized needs; assists with the implementation of new and modified system procedures software and hardware.
• Documents computer application settings and other pertinent computer technology for staff reference.
• Functions as the librarys technology training coordinator; provides instruction and documentation to staff on the use of various information systems software hardware devices policies and procedures; designs and implements training to meet recognized needs; assists with the implementation of new and modified system procedures software and hardware. Provides technology training.
• May provide functional supervision and be responsible for project management.

COMPETENCIES

Knowledge of:

• Integrated library information systems.
• Policies practices and procedures of public services.
• Principles and practices of employee supervision including work planning assignment review and evaluation and the training of staff in work procedures.
• Capabilities and limitations of various computer systems commercial software and networks.
• Principles of information systems configuration especially related to personal computers and networks.
• Principles and practices used in the operations maintenance and administration of network operating systems personal computer system hardware and related software systems.
• Techniques and methods of computer hardware and software evaluation implementation and documentation.
• Personal computer and network system application software packages.
• Personal computers and peripherals as well as network hardware including hubs switches and cabling.
• Troubleshooting configuration and installation techniques.
• Operating system products network technology computer hardware and software applications used by the library.
• Principles of electronic data communications.
• Principles of graphical user interfaces.
• General principles of office automation.
• Occupational hazards and standard safety procedures.
• Business letter writing and record keeping principles and procedures.
• Modern office practices and methods including recordkeeping data collection and report writing.
• English usage grammar spelling vocabulary and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with vendors library users and staff.

Ability to:

• Perform a variety of functions in the operation of a variety of computer equipment and peripheral components; troubleshoot related problems and take appropriate action.
• Administer information systems operations on large LAN and WAN systems.
• Coordinate work functions and activities with other units and with Library management.
• Identify and resolve hardware and software problems and perform necessary repairs.
• Read interpret and apply a variety of technical information (e.g. technical manual documentation).
• Communicate with library users and staff.
• Set up PC and network hardware and install and configure software and systems.
• Plan organize schedule assign review and evaluate the work of staff; train staff in work procedures.
• Train library users and staff on software applications and hardware usage.
• Work with and maintain confidential and sensitive information.
• Prepare clear and concise reports correspondence and other written materials.
• Interpret explain and ensure compliance with library policies and procedures.
• Establish and maintain a variety of filing record keeping and tracking systems.
• Respond to and effectively prioritize multiple phone calls and other requests for service.
• Make accurate arithmetic and statistical computations.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work set priorities and meet critical time deadlines.
• Operate modern office equipment including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person over the telephone and in writing.
• Understand scope of authority in making independent decisions.
• Review situations accurately and determine appropriate course of action using judgment according to established policies and procedures.
• Establish and maintain working relationships with those contacted in the course of work.

QUALIFICATIONS

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:

Education and Experience:

Equivalent to an associates degree from an accredited college or university in computer science or related field and three (3) years providing technical support to users of complex multi-platform computer systems; and

Supervisory Assignments:

Two (2) years of experience performing lead or supervisory duties.

Specialized Skill Assignments:

Experience and education related to network administration is required for positions directly involved with network operations. Experience and education related to training is required for positions directly involved with training.

Licenses and Certifications:

Must possess and maintain a valid California Class C Driver License.

PHYSICAL DEMANDS

Must possess mobility to work in a standard office and library setting and use standard office equipment including a computer; vision to read printed materials and a computer screen; hearing and speech to communicate in person before groups and over the telephone; the ability to operate a motor vehicle and to visit various branches and meeting sites. This classification primarily works indoors and requires movement between work areas. Finger dexterity is needed to access enter and retrieve materials and data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend stoop kneel reach push and pull drawers when installing and repairing computers and various other equipment. Positions in this classification occasionally lift and carry reports records and materials that typically weigh less than fifty (50) pounds. Employees may push wheeled carts loaded with library materials or equipment weighing up to and occasionally more than one hundred (100) pounds.

ENVIRONMENTAL ELEMENTS

Employees work in an office environment with moderate noise levels controlled temperature conditions and no direct exposure to hazardous physical substances. Employees may interact with staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures chiefly in an indoor setting. Employees may come into contact with abrasive or disruptive people.

WORKING CONDITIONS

May be required to work flexible schedules including evenings and weekends.

Application Process:

Please go to to apply. Applications must be complete and submitted by the final filing date to be considered. Resumes will not substitute for a completed application.

The application process may contain one or more of the following steps: a supplemental application written test(s) skills assessment(s) and/or oral examination(s).

Employment Information:

Employment offers will be contingent upon a successful reference check pre-employment verification and criminal records clearance. Having a criminal record will not necessarily disqualify an applicant from employment.

Request for Accommodation:

Sonoma County Library will make reasonable accommodations in the recruitment process to accommodate applicants with disabilities. If you are invited to participate in an examination or interview and have a disability for which you require an accommodation please contact the Human Resources Department at extension 1591 as soon as possible to make arrangements for your accommodation. Please refer to the Librarys Notice Under the Americans with Disabilities Act (ADA) Policy for additional information.

We are committed to diversity and inclusion in the recruiting and hiring of staff and encourage applicants of all backgrounds and abilities to apply.

Recruitment Contact

Contact phone: ext. 1591

Contact email: