It Help Desk Analyst I/Ii (Client Services)

Salary: $35.82 - $55.44 Hourly
Location : Roseville
Job Type: Full-Time Regular
Remote Employment: Flexible/Hybrid
Job Number: 202400037
Department: Information Technology
Division: ITD Client Services
Opening Date: 02/15/2024
Closing Date: 3/11/2024 11:59 PM Pacific
Bargaining Unit: Stationary Engineers Local 39
Description
LAUNCH YOUR CAREER!
Join the City of Roseville Information Technology team as a
IT Help Desk Analyst (IT Analyst I/II - Client Services)
Are you ready to elevate your IT career and be at the forefront of cutting-edge technology? We're seeking a passionate and skilled IT Analyst to become an integral member of our dynamic Information Technology team at the City of Roseville. As a key IT Client Services Department player, you'll be the driving force behind our city's technological evolution.
Technical Responsibilities: Dive into the heart of IT excellence by providing Tier II support for our city's workplace technology portfolio. Your expertise will shine as you troubleshoot, deploy hardware and software, and configure Service Management Software. Manage and lead projects within the workplace technology domain, ensuring seamless coordination across diverse city departments. Apply your troubleshooting skills to analyze and solve operational challenges, make system modifications, and evaluate requests related to communication systems. Your knack for documentation and reporting will shine as you prepare and maintain system procedures, keeping our operations well-documented and efficient. Anticipate the future of technology needs as you forecast PC and printer replacements and coordinate asset management for personal computers and peripheral equipment.
Leadership Responsibilities: Develop collaborative relationships within a cross-functional team, establishing positive connections with co-workers, city employees, vendors, and public agencies. Take the lead in providing technical and functional supervision over lower-level IT personnel, ensuring the growth and success of the entire team. Champion the Helpdesk, setting criteria for priority responses and performing expert troubleshooting. Oversee the life cycle management of assets, from personal computers to laptops, ensuring optimal functionality. Enhance communication and coordination between the Service Desk and other IT functions, promoting an environment of efficiency and collaboration. Be a guiding force in training and development, contributing to staff skills and knowledge growth. Dive into the intricacies of ITIL processes and service lifecycles, aligning our practices with the industry's best standards. Contribute to the strategic planning of the IT department, recommending technical solutions that drive the success of information technology initiatives.
Embark on a journey with us, where your technical brilliance meets leadership excellence. Apply now to be part of a team shaping Roseville's future through innovative technology solutions!
The City of Roseville is committed to a diverse workforce. We are engaged in understanding the needs and backgrounds of our colleagues and those we serve. Our organization is unified in this commitment, as we believe this produces the best results for our community.
What the City of Roseville Offers:

• $35 - $55 Hourly (dependent on experience)
• Up to $2,265 per month in health and welfare benefits
• Competitive vacation and sick leave programs
• 10 paid holidays, 2 floating holidays - Plus 45 hours of additional personal leave time
• Opportunities to Train, Learn, and Promote
• CalPERS
• A top-notch team and more!

The normal work schedule is Monday through Friday, 8 a.m. - 5 p.m.; a flex schedule may be available. Candidates may be eligible for a hybrid work schedule with supervisor approval and must be able to report to the City of Roseville worksites when required.
The employment list that will be established from this recruitment may be utilized to fill future regular, limited-term, and temporary vacancies. The current vacancy is regular, full-time, and benefitted.
Examples of Duties
Click HERE for a detailed and complete job description and minimum qualifications.
Minimum Qualifications
Information Technology Analyst I
Experience:

• No professional experience is required.

AND
Training:

• A Bachelor's degree from an accredited college or university, preferably with major course work in computer science, information systems or a related field.

AND
License or Certificate:

• Possession of a valid California driver's license by date of appointment

Information Technology Analyst II
In addition to the qualifications for the Information Technology Analyst I:
Experience:

• Two years of responsible experience performing duties similar to that of an Information Technology Analyst I, within the respective functional area(s), with the City of Roseville.

AND
Training:

• A Bachelor's degree from an accredited college or university, preferably with major course work in computer science, information systems or a related field

AND
License or Certificate:

• Possession of a valid California driver's license by date of appointment.

Supplemental Information
ADDITIONAL INFORMATION:
Detailed information on the City of Roseville recruitment practices can be reviewed on the Frequently Asked Questions page.
The City of Roseville defines "accredited college or university" as an institution of higher learning and must be listed on the United States Department of Education Database of Accredited Post-Secondary Institutions and Programs website
Credits earned from colleges, universities, and institutions listed as accredited institutions on this website will be considered as part of the educational component of the minimum qualifications for a classification.
The following options apply to the evaluation of college degrees from countries outside the United States:

• Educational background from a foreign country may be evaluated by an accredited United States college or university listed on the U.S. Department of Education Database of Accredited Post-Secondary Institutions and Programs website.
  
• Verification of degree equivalency may be obtained from organizations that provide foreign education credential evaluation services. The City of Roseville will accept verification from any of the listed member agencies found at www.naces.org or www.aice-eval.org.
  
• A copy of the foreign credential evaluation verification can be attached to the employment application.
  
• If you are offered a position with the City of Roseville, as a part of the pre-employment steps, applicants must provide a foreign degree credential equivalency certificate from an approved member agency above. Applicants who do not provide verification will be eliminated from further consideration.

SELECTION PROCESS
All candidates meeting the minimum qualifications will have their application scored in a Formula Rate Examination. The applicant's experience and education will be evaluated using a pre-determined formula. Scores from this evaluation will determine applicant ranking and placement on the Employment List. Supplemental questions will be utilized by the department hiring authority to make interview and selection determinations.
Final appointment is contingent upon a check of past employment references, passing a City-paid fingerprint check, and depending on the position applied for, a pre-employment medical exam, drug and alcohol screening test, credit check, license and/or education verification, psychological examination, and/or an extensive Police Department background check process.
THE CITY OF ROSEVILLE IS AN EQUAL-OPPORTUNITY EMPLOYER. IF YOU REQUIRE AN ACCOMMODATION DUE TO A DISABILITY, PLEASE CONTACT THE HUMAN RESOURCES DEPARTMENT AT LEAST 5 WORKING DAYS BEFORE A SCHEDULED INTERVIEW/EXAMINATION PROCESS. MEDICAL DISABILITY VERIFICATION MAY BE REQUIRED PRIOR TO ACCOMMODATION.
EMPLOYEE BENEFITS:
The City of Roseville offers competitive benefits packages to full-time employees. Regular part-time employees receive benefits on a pro-rated basis. For more information regarding the City's benefits, visit our website Benefits currently include:

• Health, dental, and vision insurance benefits
• Cafeteria plan, plus City paid Flex credit
• Life insurance (City paid and optional supplemental employee paid)
• Flexible spending accounts for dependent and health/medical costs
• Employee assistance plan
• Retirement savings plan
• Deferred compensation plan(s)
• Short-term and Long-term Disability employee paid plans
• Educational reimbursement
• Vacation leave, sick leave, personal/management leaves
• Holiday pay (plus two floating holidays annually)
• Bilingual pay
• Longevity pay

GENERAL BENEFITS:
A majority of the employee benefits are similar for all City employees. There are benefits that differ depending on which bargaining unit the job classification is assigned. Exact benefits information can be found by visiting the Benefits webpage and selecting the specific bargaining unit group.
TEMPORARY POSITIONS:
Most benefits do not apply to the City's temporary positions. Temporary employees that work 1,500 hours annually may elect medical insurance. Temporary employees contribute to a retirement plan depending on the status of total hours worked annually.
01
Your response to the supplemental questions 3-5, the applicant's education, training, and experience, will be scored using a pre-determined formula. Your responses to these questions must be consistent with your employment application information. This experience must also be described in the "Work Experience" section of this application. Responses to the supplemental questionnaire that are inconsistent from your "Work Experience" section in the application will not be scored. I understand and agree with the above instructions.

• Yes I agree.
• No I do not agree.

02
Was any of the work experience listed on your application an unpaid internship, or volunteer work? If so, please list below which ones.
03
The minimum education requirement for the position is a Bachelor's degree or higher. Do you possess the minimum of a Bachelor's degree?

• Yes, I possess a Bachelor's degree or higher education.
• No, I do not possess the minimum of a Bachelor's degree.

04
How many years of experience do you possess in analysis, diagnosis, maintenance, and troubleshooting of hardware and support? Select from the best response choice.

• No experience.
• Up to 2 years of full-time experience.
• 2-4 years of full-time experience.
• 4+ years of full-time experience.

05
How many years of experience do you possess in automating, researching, and implementing systems? Select from the best response choice.

• Up to one year of full-time experience.
• 1-2 years of full-time experience.
• 2-3 years of full-time experience.
• 3+ years of full-time experience.

06
Describe a time when you successfully managed a technical project while ensuring excellent customer service. How did you prioritize tasks and handle any challenges that arose during the project?
07
Can you provide an example of how you effectively troubleshot and resolved a complex hardware or software issue in a previous role? How did you communicate your findings and solutions to stakeholders, and what was the outcome?
Required Question