Automated Systems Technician

The Job

CONFIRE, JPA is recruiting for an Automated Systems Technician who will be responsible for providing end-user assistance, system troubleshooting, equipment coordination, technical training, and support for business applications and automated processes. This position requires technical knowledge of computer systems, software applications, automated technologies, and user support practices to ensure the effective operation of systems that support public safety communications, emergency response operations, administrative services, and business functions. The Automated Systems Technician works collaboratively with internal staff, member agencies, vendors, and technology partners to maintain reliable, efficient, and accessible technology services. The primary work location for this position is CONFIRE's Rialto Office; however, you may occasionally be required to work at the communications centers in Hesperia or San Bernardino.

CONFIRE, JPA is a Joint Powers Authority (JPA) located in San Bernardino County California established to provide communications, dispatch, computer information systems support (IS), and geographic information systems (GIS) to CONFIRE member and contract agencies. The CONFIRE Communications Center's (Comm Center) primary function is to provide 24-hour/365 day direct fire, EMS, and rescue dispatch services to CONFIRE agencies. Beyond the direct fire dispatch role, Comm Center also functions as the San Bernardino County (XBO) Operational Area dispatch, which provides large incident coordination for fire, local government, and emergency medical resources on a countywide basis.

CONDITIONS OF EMPLOYMENT

Work Availability: Must be available to work a flexible schedule, including evenings, weekends, and holidays as needed, to support critical infrastructure and respond to network incidents. Must be available to report to CONFIRE facilities in Rialto or Hesperia as required. On-Call and Emergency Response: Participation in an on-call rotation is required. The role may necessitate returning to work outside of regular hours to respond to network outages or mission-critical issues. Travel: Travel between CONFIRE sites and member agency locations may be required. A valid California driver license and proof of automobile liability insurance must be presented at time of hire and maintained throughout employment.

Job Description:

Under general supervision, provides technical support, training, troubleshooting, and operational assistance for automated information systems and related technology resources. Serves as a liaison between end users, vendors, and information technology providers to ensure reliable system performance, business continuity, and effective use of technology. Assists with system implementation, enhancement, documentation, reporting, and user support while maintaining the security and integrity of agency data and systems.

Duties may include, but are not limited to, the following:

• Serve as a liaison with technology providers, vendors, consultants, and support organizations to coordinate implementation, maintenance, and operation of automated systems.
• Receive, evaluate, prioritize, and document requests for technical support; troubleshoot and resolve hardware, software, network, peripheral, and system-access issues.
• Coordinate or perform installation, configuration, maintenance, and testing of computer hardware, software applications, mobile devices, printers, and related equipment.
• Monitor system performance and reliability; identify operational issues and recommend solutions to improve efficiency and service delivery.
• Assist with system modifications, report development, screen and form design, menu configuration, and implementation of packaged software solutions.
• Train employees in the effective use of business applications, databases, automated systems, and related technology tools.
• Develop and maintain user guides, procedural manuals, technical documentation, and training materials.
• Support system security initiatives by maintaining user access controls, safeguarding confidential information, and ensuring compliance with agency policies and applicable regulations.
• Consult with departmental staff to identify business needs, operational requirements, workflow improvements, and technology solutions.
• Assist with gathering and documenting requirements for system enhancements, upgrades, and new technology initiatives.
• Review and validate system output, reports, and test data to ensure accuracy, completeness, and compliance with operational requirements.
• Coordinate acquisition, inventory, deployment, and lifecycle management of technology assets and software licenses.
• Research emerging technologies and recommend solutions that improve operational effectiveness, efficiency, and customer service.
• Prepare technical reports, correspondence, project documentation, and records related to system operations and support activities.
• May provide lead direction, training, or technical guidance to support personnel and end users.
• Perform related duties and special projects as assigned.

Minimum Requirements

Education:

One of the following:

Associate's degree in Information Systems, Computer Science, Information Technology, Business Information Systems, or a closely related field; -OR- Thirty (30) semester units or equivalent quarter units in information technology, computer applications, management information systems, or related coursework.

Experience:

One (1) year of experience providing technical support, systems administration assistance, help desk support, automated systems support, information systems operations, business application support, or closely related information technology experience. Substitution: Additional qualifying experience may substitute for education on a year-for-year basis.Desired Qualifications

The ideal candidate will possess one or more of the following:

• Experience supporting public safety, emergency communications, EMS, fire service, dispatch, or local government technology systems.
• Experience administering or supporting computer-aided dispatch (CAD), records management systems (RMS), scheduling, payroll, HRIS, financial, or enterprise business applications.
• Experience troubleshooting Windows operating systems, Microsoft 365 applications, SharePoint, Teams, and Azure-based services.
• Experience supporting printers, scanners, mobile devices, wireless technologies, and network-connected equipment.
• Experience developing reports, queries, dashboards, or business-process automation tools.
• Knowledge of cybersecurity best practices, user account management, and data security principles.
• Experience creating technical documentation, user guides, standard operating procedures, and training materials.
• Strong customer service, communication, and problem-solving skills.
• Ability to communicate technical concepts effectively to non-technical users.
• Experience coordinating with vendors and third-party technology providers.
• Possession of industry certifications such as CompTIA A+, Network+, Security+, Microsoft, ITIL, or related certifications is desirable.

Knowledge of

• Principles and practices of information technology support and troubleshooting.
• Computer hardware, software, operating systems, and peripheral equipment.
• Business applications, databases, and automated information systems.
• Technology security, data protection, and access-control practices.
• Technical training methods and documentation practices.
• Project coordination and problem-resolution techniques.
• Modern office software and productivity applications.

Ability to

• Diagnose and resolve technical problems independently.
• Analyze workflows and identify opportunities for automation and improvement.
• Communicate effectively with users, management, vendors, and technical staff.
• Organize and prioritize multiple assignments and deadlines.
• Prepare clear technical documentation and reports.
• Train users with varying levels of technical knowledge.
• Maintain confidentiality of sensitive information.
• Work collaboratively in a customer-service-oriented environment.

Selection Process Application Procedure: To be considered for this excellent opportunity, please complete and submit the online employment application and supplemental questionnaire as soon as possible as this recruitment may close at any time with or without notice. Resumes will not be accepted in lieu of the application and/or supplemental questionnaire.

To ensure timely and successful submission of your online application, please allow ample time to complete your application and consider having your profile created and or updated before applying for the position. Applicants will be automatically logged-out if they have not submitted the application and all required materials prior to the posted deadline. Once your application has been successfully submitted, you will receive an onscreen confirmation and an email. We recommend that you save and/or print these for your records.

Benefits

CONFIRE offers a comprehensive benefits program for eligible employees. Benefit eligibility, plan options, employer contributions, leave accruals, and other employment terms vary based on classification, employment status, employee group, bargaining unit, and the applicable Memorandum of Understanding.

Available benefits may include:

• Medical, dental, and vision coverage
• Retirement through the San Bernardino County Employees’ Retirement Association
• 457(b) deferred compensation
• Employer-paid and voluntary life insurance
• Accidental death and dismemberment insurance
• Healthcare flexible spending and dependent-care accounts
• Vacation, holiday, sick and other paid leave
• Disability and protected-leave programs
• Employee assistance and wellness resources
• Tuition reimbursement and other negotiated programs

Candidates should review the benefit summary for the employee group associated with the position. Current benefit summaries, plan information, labor agreements, and additional resources are available: Labor Agreements Benefit Summaries and Plan Information

Benefits are subject to eligibility requirements and may change. The applicable Memorandum of Understanding, compensation plan, benefit plan document, and official job announcement govern if there is a conflict with this summary.