Job Description

Come work at a place where you have a direct impact on the quality of life for Kent residents, business owners and visitors alike!

An exciting opportunity awaits in the City's Information Technology department as they look to fill the Deskside Support Tier II position. This position is instrumental in providing technical support and training for the software and hardware applications employed throughout the organization. Leadership experience, exceptional customer service and communication skills as well as an insatiable desire to learn in a fast-paced environment are critical to success in this position.

**A cover letter and resume are required with your online application in order for your application to be considered complete.  Uploading your resume to auto-fill portions of the application does not automatically attach it to your application.  Incomplete applications may not be considered for this position.  Please note that you cannot attach documents to your application after it has been submitted.  If you have any questions or concerns regarding your online application, please call our office at (253) 856-5270 and we will do our best to assist you.**

This is a benefited position that is not represented by a union. The position is open until filled with a first review date of July 27.

SALARY:

$6,576.00 - 8,017.00 monthly; depending on experience

GENERAL PURPOSE:

Under the direction of IT Deputy Director/Service Desk Supervisor or designee, assist in planning, organizing and coordinating the work of the Tech Support Specialist; act as a lead for assigned staff; providing technical support and training for the use of the City’s computer systems and software applications.

Work is characterized by higher level responsibilities which include assisting in planning, scheduling, organizing and directing assigned staff as well as technical duties in the support, maintenance and tracking of City-wide computer hardware, software, and telecommunication systems. Incumbent must possess excellent organization, project management, and communication skills to lead assigned staff, coordinate, dispense and monitor the work of the division. Incumbents of this classification also assist other higher-level classifications to provide technical support and second tier computer problem solving.

Work is performed under minimal direct supervision. Technical guidance and instructions may be provided by the Service Desk Supervisor. Incumbent is frequently required to travel to user sites and/or offices to provide technical support and resolve user computer problems. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Assist with planning and organizing the work activities of assigned staff involved in the technical support for the City’s computer systems and applications.

Provide expert technical support for the City’s computer systems and their applications by determining problem origin, whether from hardware or software, and resolving problems through internal resources or through communication with vendor technical support staff.

Provide support for calls not resolved at the first line help desk level for the City’s computer systems, software packages, and physical layer network systems by determining root cause of the problem then developing appropriate workaround solutions and escalating to the next level of support when necessary. Track these calls to resolution, documenting steps taken to resolve the issue.

Balance the divisions service call load. Establish division priorities for response to service calls based on severity, location, and workload factors.

Setup, install, troubleshoot, upgrade, and maintain computer hardware, software, and printers.

Train and/or coordinate training of assigned staff to familiarize personnel with new technologies.

Participate in and assist with ongoing evaluation of the service division support process to aid in improving customer service, productivity and efficiency.

Document processes to help improve the efficiency of the division as well as helping to familiarize new employees with root cause determinations.

Install, test, and review new and upgraded system software and check for system integrity.

Assist in providing training to users in usage/capabilities of software, network, and computers.

Actively support the vision, mission, values, and goals of the department and the City.

Provide after hours on-call support on a rotating basis or as scheduled

Actively support the vision, mission, values and goals of the department and the City.

PERIPHERAL DUTIES AND RESPONSIBILITIES:

Perform related duties as assigned.

SUCCESSFUL INCUMBENTS FOR THIS POSITION WILL:

HAVE THE KNOWLEDGE OF:

  • Various City standard application software SCCM or Automated Software Management Catalog (Microsoft Office Suite and Windows Operating System)

  • Computer operations, operating systems, utility programs, etc.

  • Technical aspects of field of specialty

  • Research and analysis methods and techniques

  • Record-keeping techniques and asset management

BE SKILLED IN:

  • Accurately, efficiently, and thoroughly inspecting support staff work to verify accuracy

  • Organizing, scheduling and completing work deadlines

  • Analyzing computer problems, investigating the cause and providing effective solutions

  • Communicating complex technical ideas in lay-person's terms

  • Effectively using interpersonal skills in a tactful, patient and courteous manner

  • Communicate effectively both orally and in writing

  • MS Office Suite/Sharepoint/O365

HAVE THE ABILITY TO:

  • Train, lead and provide work direction to others

  • Learn computer software packaging

  • Operate a variety of computers and related equipment including printers, scanners, PDA’s and software packages

  • Conduct technical research, gather and analyze data, and recommend solutions

  • Establish and maintain effective working relationships with co-workers, City staff, officials, vendors and consultants

  • Read and interpret documents such as policy manuals, technical computer manuals and procedures, and business periodicals

  • Apply common sense understanding to solve practical problems and deal with a several variables in standardized situations

SKILLS FOR THE POSITION MAY BE GAINED THROUGH EDUCATION, CERTIFICATION, RELEVANT JOB EXPERIENCE or a COMBINATION, SUCH AS:

Education:   Some college-level training with specialized course work in computer science, personal computer operations or related subject; and A+ certification or related

Experience:  Two (2) years work experience involving computer hardware/software at a Senior level and at least one (1) year lead or supervisory experience.

LICENSES AND OTHER INFORMATION:

  • Experience in the following required:  MS Office Suite; Windows 7, Windows 10, and Windows Server 2012 +

  • Valid Washington State Driver's license, or ability to obtain within 30 days of employment

  • Must be able to successfully pass the City's pre-employment driver's records check

  • Must successfully pass a position specific background inquiry

MACHINES, TOOLS AND EQUIPMENT USED:

Typical business office machinery and equipment including but not limited to personal computer, laptop computers, printers, scanners, telephone, fax and copy machine, cellular phone, pager, two-way radio and calculator.

Required to use hand tools related to computer repairs such as punch-down tools, screw drivers, computer chip puller, etc.

Required to operate a City vehicle to travel to and from user sites.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to use arms, hands and fingers to reach, handle, feel, or operate objects, materials, tools, equipment or controls. The employee is frequently required to sit, stand, walk, hear and talk normally with or without mechanical assistance. The employee is occasionally required to stoop, kneel, crouch, crawl under desks and panels, lift in excess of 50 pounds with or without assistance. Specific vision abilities required by this job include close, distance, color, and peripheral vision; depth perception; and the ability to adjust focus.

WORKING CONDITIONS:

Work is performed in various City departments in a typical office. Work is performed in a typical information services environment, which includes an office, a technical workstation, a computer room with a controlled environment, as well as working with users on site. Subject to driving to various user sites by personal or City vehicle. May be exposed to users, contractors and vendors/suppliers who may possibly be irate or hostile. The noise level in the work environment is usually moderate to loud.

The City of Kent is an Equal Opportunity Employer.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online