IT Technician - North County Dispatch JPA : Job Details

Salary: $30.17 - $36.67 Hourly Location : Rancho Santa Fe, CA Job Type: Full-Time Job Number: 202200019 Division: Support Services Division Opening Date: 08/14/2025 Application Review Timeline: 08/31/2025 Description Candidates are encouraged to apply immediately, as this recruitment will close once a sufficiently strong candidate pool has been established. First review of application will be the week of August 31st. Public Safety Computer Aided Dispatch Systems (CAD) experience preferred but not required. ***This position works primarily in-office to enable collaboration and communication, allow effective decision making, provide opportunities for mentorship and knowledge sharing, and strengthen oversight and accountability. Having staff interact with each other provides value to the organization. Once sufficient knowledge and capability of job duties has been demonstrated, staff are eligible to work remotely, subject to management approval. The typical remote work program agreement allows staff members to work remotely one day per workweek. Remote work is a privilege, not a right.*** CLASSIFICATION DEFINITION Under general supervision, performs a variety of support services for the emergency communications center and related technologies. CLASSIFICATION CHARACTERISTICS This is the entry-level classification in the Information Systems Support series. Incumbents with an IT focus will be responsible for answering help desk tickets and calls for computer, network and hardware/software issues; monitoring, installing, and upgrading hardware, software and peripherals; troubleshooting and repairing system problems and providing technical assistance to customers; participating in information technology projects; and other duties as assigned. Incumbents in this position may also be cross trained in any focus and may perform such related duties and other duties as assigned.This classification is subject to emergency recall to duty on a 24-hour basis and is required to work an on-call after-hours duty rotation schedule. SUPERVISION RECEIVED General direction is provided by the ISS Lead and/or Specialist and direct supervision is provided by the Division Manager. Essential Functions Essential and other important responsibilities and duties may include, but are not limited to, the following:

Provide technical support and troubleshooting assistance to customers pertaining to computer, network and related technology applications and equipment by phone, and/or in person; receive and log requests for assistance from end users; utilize and update help desk tickets, system maintenance logs and other tools to track and respond to service requests; verify the location of the problem by eliciting information from end users regarding the nature of the issue; may conduct on-site assessments of technology issues; determine severity of problem and either resolve, refer to others in the department, or escalate to the contracted service provider.

Perform a variety of technical duties pertaining to the basic operation and maintenance of hardware, software, networks and peripheral equipment; provide monitoring of systems, networks and applications for response time, routine problems and general performance; test and perform configurations of computer hardware, software, programs and applications; compile various periodic reports; and perform maintenance, repair and updates to computer hardware and software.

Coordinate equipment repairs with external vendors; and arrange for vendors to perform on-site repairs.

Attend meetings, seminars, training, and drills to maintain a working knowledge of technical advancements in equipment and operations.

Represent the Information Systems function as part of a project team; and coordinate project activities.

Perform general facility maintenance, including fixing and repairing dispatch consoles, setting up meetings and events, and supporting the onsite back-up power system.

Perform other related duties as assigned.

Minimum Qualifications Any combination of experience, education, and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: Education and Experience:

• An Associate degree, complete or in progress, from an accredited college or university with major coursework in Computer Science, or a related field.

• A bachelor's degree is highly desirable.

• One (1) year providing information technology support at an entry level is desired.

License and Special Requirements:

• Must possess a valid California Driver's License.

Knowledge of:

• Operations, services, concepts, terms and activities common to information systems.

• Computer hardware and software components.

• Basic operational characteristics of local and wide area network systems.

• Operational characteristics of communication systems, equipment and devices.

• Network cabling standards, and data transmission methods.

• Tools and test equipment used in the installation, maintenance and repair of information systems.

• Methods and techniques of troubleshooting computer system hardware and software problems.

• Principles and practices of customer service.

• Methods and techniques of developing and presenting technical documentation and training materials.

• Principles and practices of record keeping and reporting.

• Modern office procedures, practices, methods and equipment.

Ability to:

• Operate, maintain and perform repairs on information technology equipment and software.

• Troubleshoot a variety of desktop and network hardware and software issues; and respond appropriately to customer service requests.

• Test and repair computer equipment, and network cabling problems.

• Communicate technical information, both orally and in writing, to a wide variety of users.

• Plan, organize, prioritize and process work to ensure that deadlines are met.

• Prepare clear and concise reports.

• Learn and utilize specialized terminology if needed by the specific assignment.

• Read, understand and apply technical information pertaining to computer and network systems.

• Adapt quickly to changes in policies, procedures, and assignments.

• Communicate effectively, both verbally and in writing.

• Establish, maintain, and foster effective working relationships with those encountered during the course of the work.

Additional Information PHYSICAL AND MENTAL REQUIREMENTS Mobility - frequent standing or sitting for extended periods; frequent walking; occasional driving; occasional pushing/pulling; frequent bending, kneeling, squatting and crawling. Lifting - frequent lifting up to 25 pounds; occasional lifting up to 50 pounds. Vision - constant use of good overall vision for reading/close up work; frequent use of color perception and eye/hand coordination; occasional use of depth perception and peripheral vision. Dexterity - frequent repetitive motion from writing and using a computer keyboard; frequent grasping, holding and reaching. Hearing/Talking - frequent hearing/talking to others on the telephone and in person; occasional hearing of faint sounds. Emotional/Psychological - frequent decision making and concentration; frequent public contact; and working alone. WORKING CONDITIONS Work is typically performed in an indoor office environment and requires travel to other locations. Work environments may include noise, dust and/or unpleasant odors, and may occasionally require work in confined spaces. Evening, holiday and/or weekend work may be required. NCDJPA is committed to providing equal employment opportunities to all employees and applicants, without regard to any protected status in accordance with applicable local, state, and federal law. CalPERS Retirement Employees will be enrolled in one of the following CalPERS retirement plans, depending on eligibility:

• Tier 2 (hired date on or after 3/1/2013):
  • Formula: 2.5% @ 55 x years of service x final average monthly salary
  • Contributions: Employee 8.0% of reportable payroll; NCDJPA 11.59% (FY23-24)
• PEPRA (hired date on or after 3/1/2013):
  • Formula: 2.0% @ 62 x years of service x final average monthly salary
  • Contributions: Employee 7.75% of reportable payroll; NCDJPA 7.47% (FY23-24)

NCDJPA does not participate in Social Security. Paid Leave:

• Vacation Accrual Rates (per pay period):
  • 3.8 hours - beginning on the hire date
  • 5.5 hours - after the 4-year anniversary
  • 6.6 hours - after the 9-year anniversary
  • 7.6 hours - after the 14-year anniversary
  • 8.3 hours - after the 19-year anniversary
• Sick Leave: 4.16 hours per pay period.
• Holidays: NCDJPA recognizes eleven (11) holidays. In lieu of time off, Dispatch staff receive a lump sum payment each November equivalent to 132 hours of their hourly rate of pay.

Health Insurance Health, dental, and vision plans are available. NCDJPA pays up to the amounts listed based on the medical insurance plan selected by the employee with remaining funds available for dental and vision. Any unused premiums are deposited into a Health Reimbursement Arrangement (HRA).

• $2,000 per month for Family
• $1,725 per month for Employee +1
• $1,100 per month for Employee Only
• $650 - Opt out

Short-Term and Long-Term Disability NCDJPA provides both short-term and long-term disability at no cost to employees. Represented staff participate in State Disability Insurance (SDI) at the employee's cost. Other Benefits

• $50,000 life insurance policy for each employee, paid by NCDJPA.
• Optional benefits (e.g. supplemental life, accident, etc.) at the employee's cost.
• Employees can sign up for a voluntary 457 deferred compensation plan with Voya.

Other Pay (benefits vary and may not apply to all employee groups)

• Education Incentive & Industry Certification Incentive - between $16 - $55 per pay period
• Bilingual, EMD Performance, Longevity, On-Call, Standby, Trainer

01 1. Describe your level experience within the IT field. 02 2. How would you prioritize and manage multiple IT support requests in a high-pressure, fast-paced environment like a 911 dispatch center? 03 3. How do you communicate complex technical information effectively to non-technical staff? Required Question