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!

The City of Kent is seeking applications for the position of Technical Support Specialist II.  Are you able to effectively analyze and resolve computer-related problems and provide appropriate technical support on computer systems and software applications? Do you have experience training others on the use of computer hardware, software and telecommunication systems? The ideal candidate will have a proven track record in help desk support, along with some college-level training in computer science or a related field. If you have these qualifications and are interested in public sector information technology work, this may be the perfect opportunity for you!

**Please note that, in addition to completing the application, you must attach your cover letter and resume for your application to be considered complete. Uploading your resume to complete portions of the application does not automatically attach it to your application. You must attach the cover letter and resume as a separate step in the process, along with any other documents you want to submit. Incomplete applications will not be considered for this position. If you have technical difficulties or if you have questions about completing your application, please contact our office at (253) 856-5270 from Monday through Friday between 8 a.m. and 5 p.m. and we will do our best to assist you.**

This is a full-time, benefited position that is not represented by a union.


This job is open for applications until filled with a first review date on or before November 21

SALARY:

$5,819.00- $7,075.00 per month; depending on qualifications

GENERAL PURPOSE:

Under the direction of the Technical Services Manager or designee, the incumbent is responsible for providing first line help desk technical support and training for the use of the City’s computer systems and software applications. Work is performed in accordance with department and City standards.

Work is characterized by technical duties in the support, maintenance and tracking of City-wide computer hardware, software, and telecommunication systems.  Incumbents answer calls and provide first line help desk support to resolve issues on the City’s technology, including but not limited to, software, hardware and peripheral devices; this classification may assist higher level classifications to provide technical support and second tier computer problem solving.  Incumbent is frequently required to travel to user sites and/or offices to provide technical services and support to resolve end user computer problems. 

Work is performed under limited supervision. Supervisor sets the overall objectives and resources available.  Incumbent and supervisor work together to develop the deadlines, projects, and work to be completed.  Incumbent is responsible for the work, plans and carries out the assignment, resolves most conflicts that arise, coordinates work with others, and interprets policies on own initiative in terms of established objectives.  Incumbent keeps supervisor informed of progress, potentially controversial matters, or far-reaching implications.  Work is reviewed in terms of feasibility, compatibility with other work, or effectiveness of results.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Answer calls and provide first line help desk support for the City’s computer systems, software packages, and physical layer network systems by determining root cause of the problem; develop appropriate workarounds and solutions; escalate to the next level of support when necessary. Track calls to resolution, documenting steps taken to resolve the issue.

Balance the service call load; establish priorities for response to service calls based on severity, location, end user requirements and workload factors.

Provide 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.

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

Install, test, and review new and upgraded hardware and peripheral equipment and test for system integrity.

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.

Prepare and maintain clear and accurate routine reports, correspondence and procedures

Assist in maintaining specifications for computer hardware, software and other office systems.

Provide version control and license compliance for all system software. 

Assist in the enforcement of standard computer configurations and naming conventions.

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

Provide routine maintenance for computer and peripheral equipment. 

Maintain, analyze and compile custom reports as requested using inventory software of City computer systems.

Organize the proper dispersion of obsolete equipment whether by sale or disposal.

Ensure proper training room configurations for each on-site training class held.

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

PERIPHERAL DUTIES:

Perform related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

KNOWLEDGE OF:

  • Various City standard application software including but not limited to, Microsoft Office Suite

  • Various Operating Systems including but not limited to Microsoft, Apple and Linux

  • Capabilities of computers and peripheral equipment

  • Research and analysis methods and techniques

  • Record-keeping techniques and database reporting

SKILLED IN:

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

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

  • Effectively present information and respond to questions in one-on-one situations and in small groups

  • Responding to common inquiries or complaints from users using interpersonal skills in a tactful, patient and courteous manner

ABILITY TO:

  • Learn computer software packages and adapt for specific user application quickly and effectively

  • 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

  • Work independently with little direct supervision

  • Work in a team environment to help solve complex problems

  • Communicate effectively and understand and follow directions both orally and in writing

  • Analyze situations accurately and adopt an effective course of action

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

  • Add, subtract, multiply, divide; compute fractions, ratios, percentages, proportions; draw and interpret graphs and charts; and apply these concepts to practical situations

MINIMUM EDUCATION AND EXPERIENCE REQUIRED:

Education:  

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

Experience: 

Two (2) years work experience involving computer hardware/software at a technical level.

Or:             

In place of the above requirement, the incumbent may possess any combination of relevant education and experience which would demonstrate the individual's knowledge, skill and ability to perform the essential duties and responsibilities listed above.

LICENSES AND OTHER REQUIREMENTS:

  • Experience in the following required:  P.C. applications; MS Office Suite; MS DOS; Windows 9x; Windows 2000 and Windows XP, Windows 7, Apple OS X, Apple IOS and/ or Linux Platforms

  • 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 and maintain an acceptable driving record

  • Must successfully complete a background check according to the City of Kent Police Department guidelines and must be able to qualify for the Washington Access Certification.

  • Subject to successful completion of periodic background checks.

  • Multilingual desirable

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, and computer chip puller. Required to operate a City vehicle to travel to and from user sites as needed.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an incumbent 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 incumbent is regularly required to use arms, hands and fingers to reach, handle, feel, or operate objects, materials, tools, equipment or controls.  The incumbent is frequently required to sit, stand, walk, hear and talk normally with or without mechanical assistance.  The incumbent is occasionally required to stoop, kneel, crouch, crawl under desks and panels.  The incumbent must frequently lift and/or move up to 50 pounds with or without assistance, and occasionally lift and/or move up to 80 pounds or more with 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 and after hours on a rotational basis as scheduled.  Subject to driving to various 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!

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