Information Technology Coordinator I

City of Pleasanton; Pleasanton (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

The City of Pleasanton is seeking an Information Technology Coordinator I to deliver frontline IT support for employees and departments. You will troubleshoot issues, install equipment, and help with onboarding while upholding security practices.

This role offers hands-on exposure to desktops, printers, mobile devices, and basic network tasks in a municipal setting. You’ll document problems, escalate when needed, and contribute to a responsive IT team serving City operations.

Qualifications

• Two-year college degree in a computer science or related field is preferred.
• Experience providing frontline IT support and service desk assistance.
• Ability to document issues and resolve routine problems clearly.
• Familiarity with city government or public service IT environments is a plus.

Responsibilities

• Provide front-line IT support for City employees and departments.
• Document service requests and maintain accurate records.
• Configure and install computers, phones, and peripherals.
• Assist with onboarding and offboarding of staff accounts and access.
• Support basic network and audio/visual equipment.
• Follow security procedures and protect confidential information.
• Develop user-friendly instructions and knowledge base articles.

Skills

Help desk support

Desktop support

Customer service

Windows operating systems

Documentation

Education

Two-year college degree in Computer Science or related field

Tools

Ticketing systems

Microsoft Office

Remote support tools

Mobile device management

Job description

The City of Pleasanton is looking for a customer-focused, technically skilled Information Technology Coordinator I to join the Information Technology Department and provide essential technology support to City employees, departments, and operations. This position serves as a key first point of contact for IT service requests and helps support the City’s computers, software, user accounts, mobile devices, printers, phones, audio/visual equipment, and other technology tools employees rely on every day. If you enjoy solving problems, helping people, learning new systems, and using technology to support meaningful public service, this is a great opportunity to grow your municipal information technology career!

We're Looking for Someone Who Is

• A friendly, patient, and service-oriented IT professional who enjoys helping users troubleshoot technology issues and can provide clear, responsive support to employees across City departments.

• A practical problem-solver who can listen carefully, ask the right questions, diagnose issues, and follow through until the customer’s technology needs are resolved or appropriately escalated.

• A detail-oriented technician who can accurately document service requests, maintain equipment records, track inventory, and keep technical information organized and current.

• A curious and motivated learner who wants to build hands-on experience in a broad range of municipal technology systems, including computers, applications, networks, mobile devices, phones, printers, and cybersecurity practices.

• A clear communicator who can explain technical information in a calm, professional, and understandable way to users with varying levels of technology experience.

• A dependable team member who can balance daily help desk requests, field support, equipment setup, documentation, and project assignments while maintaining a positive and flexible approach.

• A security-minded professional who understands the importance of protecting City systems, user accounts, confidential information, and public sector technology resources.

• A collaborative colleague who works well with IT staff, City employees, vendors, and department users to support reliable technology services.

• A hands-on technician who is comfortable setting up, moving, connecting, troubleshooting, and maintaining computer equipment and related technology.

In This Role, You Will

• Serve as a front-line technology support resource for City employees, helping troubleshoot computer, software, printer, phone, mobile device, network access, and other day-to-day technology issues.

• Respond to service desk requests with professionalism and follow-through, documenting issues, resolving routine problems, and escalating more complex matters when needed.

• Set up, configure, install, move, and maintain computers, monitors, phones, printers, peripherals, mobile devices, and related equipment used throughout City facilities.

• Assist users with common business applications, account access, password resets, email, file access, remote access tools, and other technology resources that support daily City operations.

• Support technology onboarding and offboarding by helping prepare equipment, user accounts, access permissions, and related IT setup for new and departing employees.

• Help maintain accurate IT asset records, including hardware inventory, software information, device assignments, lifecycle updates, and equipment tracking.

• Assist with basic network, telecommunications, audio/visual, and conference room technology support to help meetings, programs, and City services run smoothly.

• Support cybersecurity practices by following security procedures, helping users recognize safe technology practices, and assisting with routine account, device, and access controls.

• Prepare user instructions, technical documentation, and knowledge base materials that make it easier for employees to use City technology effectively.

• Participate in IT projects, upgrades, equipment deployments, system changes, and department initiatives that improve technology reliability and customer service.

A Few Reasons You'll Love Working With Us

• You’ll be part of a collaborative Information Technology team that supports employees across every City department and helps keep municipal operations running smoothly.

• You’ll gain hands‑on experience with a wide variety of technology systems in a full-service City environment, including desktops, laptops, mobile devices, printers, phones, software applications, user accounts, and network‑connected equipment.

• You’ll make a direct impact on employee productivity by helping staff solve technology issues and access the tools they need to serve the Pleasanton community.

• You’ll work in a role where customer service, technical curiosity, accuracy, and follow‑through truly matter.

• You’ll have opportunities to learn from experienced IT professionals and continue developing your technical skills in a supportive public service environment.

• You’ll support meaningful local government services by helping maintain reliable technology for departments that serve residents, businesses, and the public.

• You’ll see the practical results of your work every day, whether you are resolving a help desk ticket, setting up equipment, supporting a meeting, or helping a department get back online.

A Few Challenges You Might Face

• Balancing frequent service requests, walk‑up questions, phone calls, emails, and field support needs while keeping accurate documentation and follow‑through.

• Troubleshooting a wide variety of issues across different departments, locations, systems, devices, applications, and user skill levels.

• Staying calm and professional when users are frustrated, deadlines are tight, or technology is affecting City operations.

• Prioritizing competing requests and knowing when to resolve an issue independently, seek guidance, or elevate to another IT team member.

• Keeping up with changing technology, cybersecurity practices, software updates, hardware standards, and department needs.

• Providing hands‑on support that may require moving equipment, connecting cables, working at different City facilities, or assisting with technology outside a traditional desk setting.

• Occasionally supporting after‑hours work for system maintenance, special events, emergencies, or urgent technology needs, depending on department operations.

The Ideal Candidate Will Be

• Experienced in providing technical support, help desk assistance, desktop support, customer service, or related information technology support.

• Knowledgeable about basic computer hardware, software, operating systems, printers, mobile devices, user accounts, networking concepts, and common office productivity tools.

• Comfortable troubleshooting routine technology issues and using good judgment to determine when additional support or escalation is needed.

• Skilled at providing excellent customer service in person, by phone, by email, and through a service desk or ticketing system.

• Able to communicate technical information clearly and respectfully to non‑technical users.

• Organized and detail‑oriented, with the ability to document work, track equipment, update records, follow procedures, and complete assignments accurately.

• Interested in learning public sector technology systems, cybersecurity practices, records and access controls, and the role IT plays in supporting City operations.

• Dependable, professional, and discreet, with sound judgment and the ability to appropriately handle sensitive information and system access.

• Able to work independently on routine assignments while also contributing positively to a collaborative IT team.

• Comfortable using Microsoft Office tools, Windows‑based systems, mobile devices, printers, phones, remote support tools, ticketing systems, and other technology used in a municipal environment.

For more information about the position, please refer to the job description by visiting the following link Information Technology Coordinator I.

Education and Experience:

• Graduation from an accredited two-year college or university with major course work in computer science or related field.
• Experience with performing work similar to the typical duties described above desirable.

Knowledge of:

• Information Processing terminology, applications and capacities.
• Operational characteristics of personal computer hardware and related software systems used by the City.
• Techniques and methods of computer hardware and software evaluation, implementation and documentation.
• Network operating system management.

Skill to:

• Provide system management for personal computers.
• Identify and resolve complex hardware and software problems. Perform minor repairs.
• Communicate effectively with both technical and non‑technical personnel.
• Read, understand and explain operational manuals related to computer hardware and software systems.
• Work with and maintain the confidentiality of sensitive information.

Working Conditions

• Ability to speak English clearly and to be understood by others.
• Ability to move within an office setting to include: standing, bending, stooping and reaching overhead to store and retrieve computer tapes, books, manuals and small equipment, pushing and pulling equipment carts to install/test and transport hardware systems.
• Ability to lift terminals/equipment up to 40 lbs. and boxes of paper up to 30 lbs.
• Ability to sit at a desk for extended periods of time.
• Ability to see adequately to read computer screens in green, orange and color monitors.
• Ability to hold/manipulate equipment to include: pen/pencil, computer keyboard, small tools, and computer mouse.
• Successfully complete a police department background investigation.