IT Technician - Communications Authority

County of San Juan (NM); Aztec (NM); On-site; USD 40,000 - 66,000; Full time

Job summary

County of San Juan (NM) SJCCA is seeking an IT Technician to provide frontline technical support for computers, software, peripherals, and user accounts across our public safety information systems. This role supports SJCCA’s 911 and dispatch environment and requires prompt response to outages with an emphasis on continuity of operations.

The technician will diagnose and resolve hardware and software issues, assist with network connectivity, manage device deployments, and document activity while

Qualifications

• High school diploma or GED required; relevant IT training preferred.
• Ability to diagnose and resolve common workstation and software issues.
• Strong communication with both technical and non-technical users.
• Ability to manage multiple service requests and priorities.
• Willingness to learn and support public safety technology.
• Background screening and confidentiality considerations apply.
• Valid driver’s license may be required for agency business.

Responsibilities

• Provide technical support for computer hardware, software, peripherals, and user accounts.
• Diagnose and resolve workstation, connectivity, and software issues promptly.
• Install, configure, and maintain computers and related equipment.
• Assist with account provisioning, password issues, and access management.
• Support public safety technology and 911-related systems where applicable.
• Coordinate with vendors and public safety partners to resolve outages.
• Document issues and solutions; maintain inventories and records.

Skills

Help desk

Desktop support

Account management

Networking basics

Public safety tech

Windows OS

Documentation

Education

High school diploma/GED

Associate degree in IT or related field

Tools

Active Directory

Job description

The IT Technician provides technical support, troubleshooting maintenance, and user assistance for San Juan County Communications Authority information technology systems and equipment.

The position serves as a primary technical resource for SJCCA employees, providing support for computers, workstations, peripherals, software, user accounts, and related technology. The IT Technician also supports technology associated with SJCCA’s public safety and 911 communications environment and assists in maintaining reliable operation of systems essential to emergency communications.

Because SJCCA operates continuously as a public safety communications agency, the IT Technician must recognize the operation importance of system availability, promptly respond to technology problems, and appropriately prioritize issues that could affect emergency communications or continuity of operations.

The position works collaboratively with SJCCA leadership, employees, vendors, contracted technology providers, public safety partner agencies, and other technical personnel as necessary.SJCCA may consider combinations of education, training, certifications, and practical experience that demonstrate the applicant’s ability to successfully perform the duties of the position.

Minimum qualifications include:

• High school diploma or G.E.D.


• Demonstrated knowledge of computer hardware, software, operating systems, and common information technology troubleshooting practices.


• Ability to diagnose and resolve common workstation, peripheral, software, and connectivity problems.


• Ability to communicate effectively with technical and non-technical users.


• Ability to organize work, document technical activities, and manage multiple service requests and priorities.


• Ability to learn and support specialized public safety technology.


• Ability to maintain confidentiality and appropriately handle sensitive information.


• Ability to successfully complete required background screening and other employment requirements applicable to work within a public safety communications environment.


• Must possess and maintain a valid driver’s license and acceptable driving record if required for agency business.

Relevant education, professional certifications, technical training, military technical experience, or progressively responsible information technology work experience may be considered when evaluating applicants.

Preferred Qualifications

The following qualifications are preferred but are not required unless otherwise designated by SJCCA:

• Associate’s degree or higher in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related field.


• Previous experience providing help desk, desktop support, or technical support.


• Experience supporting Microsoft Windows workstations and Microsoft-based business environments.


• Experience with user account administration and directory services.


• Experience troubleshooting basic network connectivity.


• Experience with endpoint security, software deployment, patch management, or device management systems.


• Experience working in government, law enforcement, fire, EMS, emergency communications, or another public safety environment.


• Experience supporting 911, computer-aided dispatch (CAD), call-handling, mapping, logging/recording, radio, or other public safety technology.


• CompTIA A+, Network+, Security+, Microsoft, or comparable industry certification.

Environmental Factors

Work is primarily performed indoors in an office and emergency communications center environment. Duties may also require work in equipment rooms, communications facilities, public safety facilities, or other locations where SJCCA technology is installed or maintained.

The position involves regular exposure to computers, electronic equipment, cabling, telecommunications equipment, and other technology infrastructure.

Physical Factors

• Sitting, standing, walking, bending, kneeling, reaching, and climbing as necessary to access technology equipment.


• Frequent hand and finger dexterity for computer and equipment use.


• Moving, installing, or carrying computers, monitors, printers, uninterruptible power supplies, and other technology equipment.


• Working beneath desks, behind equipment racks, or in other confined equipment areas when troubleshooting or installing technology.


• Visual ability sufficient to inspect computer equipment, cabling, displays, and system information.


• Hearing and verbal communication sufficient to provide technical assistance in person and by telephone or radio.

Reasonable accommodations may be made consistent with applicable law.

Work Situation Factors

SJCCA operates a 24-hour, seven-day-per-week public safety communications center, and reliable technology is essential to agency operations.

• Respond promptly to urgent technology problems affecting emergency communications or agency operations.


• Adjust priorities when critical systems experience outages or degradation.


• Perform some maintenance, upgrades, or system changes outside normal business hours when necessary to minimize operational disruption.


• Work occasional evenings, weekends, holidays, or extended hours based on operational needs.


• Participate in after-hours or on-call technical support if assigned by SJCCA.


• Maintain reliable attendance and availability consistent with the requirements of the position.


• Comply with applicable SJCCA policies, security requirements, background requirements, and State and Federal regulations.

The IT Technician must exercise good judgement when working with systems that support emergency communications and must recognize that technical decisions and response times may affect SJCCA’s ability to provide continuous service to public safety agencies and the community.

Essential Duties and Responsibilities

The following duties are representative of the position and are not intended to be all-inclusive:

Technical Support and Troubleshooting

• Provide technical support to SJCCA employees for computer hardware, software, peripherals, user accounts, and other information technology systems.


• Receive, diagnose, document, prioritize, and resolve technology-related problems and service requests.


• Troubleshoot desktop computers, laptops. Monitors, printers, scanners, telephones, peripherals, and related equipment.


• Troubleshoot operating systems, standard office applications, agency applications, connectivity issues, and other software problems.


• Provide timely and professional assistance to employees with varying levels of technical knowledge.


• Escalate complex issues to vendors, contracted IT providers, supervisors, or other technical resources when appropriate.


• Track technical issues through resolution and communicate status to affected users and supervisors.


• Identify recurring problems and recommend corrective actions or long-term solutions.

Workstation and Equipment Support

• Install, configure, deploy, maintain, repair, replace, and inventory computers and related technology equipment.


• Prepare workstations and technology resources for new employees and employee position changes.


• Install and configure approved applications, operating systems, updates, drivers, and peripheral equipment.


• Perform preventative maintenance and routine inspections of technology equipment.


• Maintain accurate hardware and software inventories.


• Coordinate equipment warranty repairs and vendor service when necessary.


• Assist with the secure disposal, reassignment, or replacement of technology equipment.

User and Account Administration

• Assist with creating, modifying, disabling, and maintaining employee user accounts and system access as authorized.


• Assist employees with password, authentication, email, application access, and account-related issues.


• Apply established access-control procedures and ensure access is provided according to the organizational authorization.


• Assist with employee onboarding and separation processes related to technology access and equipment.


• Maintain appropriate documentation of accounts, equipment assignments, access permissions, and system changes.

Public Safety and 911 Technology Support

• Provide technical support for computer systems and peripheral equipment used within the emergency communications center.


• Assist with troubleshooting technology supporting 911 call-taking, dispatch, and related public safety operations within the scope of assigned responsibilities.


• Work with vendors and specialized system providers to diagnose and resolve issues involving public safety technology.


• Assist with workstation, peripheral, interface, connectivity, and application issues affecting communications personnel.


• Give priority to technology failures that may affect emergency communications, responder safety, or continuity of operations.


• Assist with testing systems and equipment following maintenance, repair, configuration changes, upgrades, or outages.


• Follow established procedures when working with mission-critical systems and promptly notify appropriate personnel of significant technology failures.


• Maintain familiarity with the operational purpose of SJCCA’s critical technology systems sufficient to provide effective first-line troubleshooting and support.

Network, Systems, and Infrastructure Support

• Perform basic troubleshooting of wired and wireless network connectivity.


• Assist with network equipment, servers, telecommunications systems, and other infrastructure as assigned and within the employee’s level of training and authorization.


• Monitor or review system alerts and equipment status as assigned.


• Assist contracted IT providers, vendors, and other technical personnel with maintenance, troubleshooting, installation, and upgrade activities.


• Support technology projects including equipment replacement, system upgrades, implementation of new technology, and infrastructure improvements.


• Maintain organized network, equipment, configuration, and technical documentation as assigned.

Cybersecurity and Technology Security

• Follow SJCCA cybersecurity policies, procedures, and industry best practices.


• Assist with deployment of approved security updates, patches, endpoint protection, and other security controls.


• Identify and report suspicious activity, malware, unauthorized software, phishing attempts, unusual system behavior, and other potential cybersecurity concerns.


• Assist employees with cybersecurity practices and appropriate use of agency technology.


• Protect confidential, sensitive, criminal justice, personnel, and public safety information encountered in the course of assigned duties.


• Follow established procedures for privileged accounts, passwords, remote access, removable media, and administrative access.


• Immediately report suspected cybersecurity incidents or unauthorized access through the appropriate chain of command.

Documentation and Asset Management

• Maintain accurate records of service requests, repairs, maintenance activities, system changes, and recurring technical problems.


• Maintain technology equipment and software inventories.


• Document system configurations, procedures, troubleshooting information, and technical processes.


• Develop and maintain user instructions, technical reference materials, and basic troubleshooting guides as needed.


• Maintain vendor, warranty, licensing, and equipment information as assigned.


• Assist with technology purchasing, research, quotes, equipment specifications, and procurement documentation.

Coordination and Customer Service

• Maintain professional and cooperative working relationships with SJCCA employees, leadership, public safety partner agencies, vendors, contractors, and other stakeholders.


• Communicate technical information in understandable terms to non-technical users.


• Coordinate vendor support calls and service visits when necessary.


• Provide basic technology instruction and guidance to employees.


• Participate in technology planning, equipment replacement, and system improvement discussions as assigned.


• Assist with special projects and other technology-related duties as directed.