Information Technology Intern

Job Description:

Information Technology Intern

Description

DESCRIPTION

Recruitments posted as "Continuous" are subject to close at any time following an initial two-week posting period. Upon closing, the applications received will be screened and notices will be sent to the applicants regarding the status of their application.

This position is an “at-will,” non-benefited position and is limited to 1,000 hours in a fiscal year, from July 1st through June 30th. This position may work up to 20 hours per week depending on the needs of the department.

Under direct supervision of the Information Technology Manager or their designee, the Information Technology Intern performs information technology work in the support and maintenance of the City’s technology-based information systems and provides desktop support and maintenance. This work operates within a broad framework of general policy, requiring creativity and resourcefulness to achieve goals and objectives by applying innovative concepts, plans, and strategies that may deviate from traditional methods and practices.

JOB REQUIREMENTS

These examples are intended only as illustrations of the various types of work performed in positions allocated to this class. The examples of work performed are neither restricted to nor all-encompassing of the duties to be performed under this job title.

• Tier I-level of IT support, including, but not limited to:
  • Basic troubleshooting of hardware and software issues.
  • Password resets and account unlocks.
  • Installation and configuration of software applications.
  • Printer setup and troubleshooting.
  • Assistance with email setup and configuration.
  • Guidance on using standard office applications (e.g., Microsoft Office).
  • Network connectivity troubleshooting (wired and wireless).
  • Assistance with basic security measures (e.g., antivirus software).
  • Remote desktop support for simple issues.
• Tier II-level IT support, including, but not limited to:

• • Advanced troubleshooting of hardware and software issues.
  • Diagnosing and resolving network connectivity issues beyond basic troubleshooting.
  • Providing support for specialized software applications and systems.
  • Performing server administration tasks, such as user account management and file system permissions.
  • Assisting with data backup and recovery processes.
  • Conducting performance tuning and optimization of systems and applications.
  • Collaborating with Tier I support for escalations and knowledge sharing.
  • Developing and maintaining technical documentation and standard operating procedures.
• Documentation of support tickets and resolutions.
• Desktop support for City computers.
• Order, configure, install, administer, and maintain City desktop computer equipment and software applications.
• Troubleshoot hardware and software applications.
• Assist with installation, configuration, and maintenance of the City’s network, wide area network, file servers, e-mail server, application servers, and print servers, as directed.
• Update hardware and software as directed.
• Provide direct support and training to users.
• Backup and restoration of information systems critical data.
• Assist in administration of system security, institute periodic security checks; perform audits of system logs for conformity to City policy.
• Manage system access to users and maintain necessary documentation of authorities assigned.
• Troubleshoot telephone and cellular service and equipment issues and coordinate repairs, as assigned.
• Coordinate and participate with other City departments and agencies on technology projects as required.
• Participate in emergency callout and after-hours support.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

Knowledge of:

• Basic computer hardware and software components.
• Common operating systems (e.g., Windows, macOS, Linux).
• Basic networking concepts (e.g., TCP/IP, DNS, DHCP).
• Troubleshooting techniques for hardware and software issues.
• Standard office applications (e.g., Microsoft Office suite).
• Help desk ticketing systems and procedures.
• For Tier II-level assignments (in addition to above):
  • Advanced computer hardware and software components.
  • Operating systems and server platforms (e.g., Windows Server, Linux distributions).
  • Networking protocols and technologies (e.g., VLANs, VPNs, routing protocols).
  • Advanced troubleshooting techniques for complex hardware and software issues.
  • Specialized software applications and systems relevant to the organization.
  • IT security principles and best practices.

General Ability to:

• Provide basic technical support and troubleshooting assistance to end-users.
• Follow predefined processes and procedures for issue resolution.
• Communicate effectively with non-technical users to understand and address their needs.
• Work collaboratively with team members to resolve support tickets in a timely manner.
• Learn new technologies and skills quickly in a fast-paced environment.
• For Tier II-level assignments (in addition to above):
  • Provide both basic and advanced technical support to end-users and systems.
  • Diagnose and resolve complex hardware, software, and network issues.
  • Perform server administration tasks such as user management and system configuration.
  • Collaborate with other IT teams to address cross-functional issues and projects.
  • Document troubleshooting steps, resolutions, and knowledge base articles for future reference.

Experience and Education:
Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain these qualifications would be:

Experience:

• For Tier I-level support:
  • Generally requires 0-2 years of relevant experience in IT support roles.
  • Experience with basic troubleshooting of hardware and software issues.
  • Experience with customer service or help desk support is often preferred.
• For Tier II-level support:
  • Generally requires 2-5 years of relevant experience in IT support roles, including Tier I and Tier II support.
  • Experience with advanced troubleshooting of hardware, software, and network issues.
  • Experience with server administration tasks and specialized software applications may be required.

Education:

• For Tier I-level support:
  • High school diploma or equivalent is required.
  • Associate degree or technical certification in a related field (e.g., CompTIA A+) preferred.
• For Tier II-level support:
  • Associate degree or bachelor's degree in computer science, information technology, or a related field preferred.
  • Professional certifications such as CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate.

Licenses and Certifications:
These licenses and certifications are commonly sought after in municipal agency settings to demonstrate proficiency and expertise in various aspects of IT support, networking, security, project management, and leadership. The specific certifications required or preferred may vary depending on the City’s needs, technology stack, and industry standards.

• For Tier I-level support:
  • CompTIA IT Fundamentals (ITF+)
  • CompTIA A+ Certification
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Cisco Certified Entry Networking Technician (CCENT)
  • Apple Certified Support Professional (ACSP)
  • HDI Desktop Support Technician Certification
• For Tier II-level support:
  • CompTIA Network+ Certification
  • CompTIA Security+ Certification
  • Microsoft Certified: Azure Fundamentals
  • Microsoft Certified: Azure Administrator Associate
  • ITIL Foundation Certification

Necessary Special Requirements:

• Possession of a valid Class C California driver license.
• Lift moderately heavy computer equipment up to 50 pounds routinely.
• Ability to use small hand tools, including those battery/electrically operated, requiring manual dexterity.
• Sound and visual perception and discrimination.
• Tasks are occasionally performed with exposure to adverse environmental conditions.

SELECTION PROCEDURE

Applications must be filled out completely. Resumes submitted in lieu of completing an application will not be considered. Applications will be reviewed by a screening committee and those applicants who appear to be among the best qualified will be selected for the examination process. This process may include a variety of techniques designed to test applicants’ knowledge, skills, and abilities to perform the duties and responsibilities of the job. An eligibility list will be established by ranking candidates by their overall score and a selection will be made from the candidates on this list. All employment offers are subject to a City-paid physical examination and a thorough reference and background check.

In accordance with the Immigration Reform Act of 1986, the City must verify, once an employment offer has been made, that all persons have written proof of their right to work in the United States.

In accordance with the Americans with Disabilities Act (ADA), if special accommodations are necessary at any stage of the testing process, please notify the Human Resources Department in advance at (707) 463-6244 so your request may be reviewed prior to the occurrence of the test.

The City of Ukiah is an Equal Opportunity Employer committed to building a diverse workforce.

Continually working to promote diversity, equity, transparency, and justice through the adoption and implementation of City practices, policies, and procedures.

The City of Ukiah offers a competative benefits package to all full-time employees, including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.

Part-time employees may receive benefits on a pro-rated basis.

To learn more details, contact us at personnel@cityofukiah.com.

Salary:

$28.21 - $31.14 Hourly