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Form of workJob Description
Are you looking for an opportunity to utilize your experience and knowledge in the information technology field? Do you want to put your skills to good use in public service? If so, look no further! The City of Des Moines, Washington is looking for an IT professional who loves variety, is enthusiastic and a hard-working individual ready for a new challenge. Join the City of Des Moines, Washington and become part of a fast-paced team supporting the technology that helps deliver results for our staff and local community.
Salary Range: $88,840 - $107,976 *Salary to be commensurate with the qualifications of the successful candidate.
COMPETITIVE BENEFITS PACKAGE: The City of Des Moines offers a competitive and robust benefits package to include:
- Washington state retirement plan-PERS
- 401(a) tax deferred account and 457 deferred compensation, which includes an employer contribution for both accounts
- Forty (40) vacation hours and forty (40) sick leave hours front loaded at time of hire
- Paid vacation and sick leave with up to fourteen (14) paid holidays per year
- Four (4) different medical plan options to choose from
- Employer paid vision and dental plan
- Long term disability, life insurance and much more
- HRA and HRA-Veba plans funded with contributions from the City
Closing Date: Open until March 19, 2024
To Apply: Complete the online application at https://desmoineswa.applicantpro.com/jobs/and attach a resume and cover letter explaining how you meet the requirements.
Nature of Work
Under the general supervision of the Information Technology Operations Supervisor, the IT Specialist performs a variety of routine and advanced technical work to maintain and support the City's information systems. The incumbent is expected to operate with independent judgement within the parameters of their assigned work and will occasionally perform project assignments during non- business hours so that systems are up and available during City business hours. Assignments are usually given in terms of broad operational or project requirements and performance is measured in terms of overall effectiveness in providing prompt support and maintaining efficient, stable systems. Personal contact is with intra- and inter-departmental personnel to provide training, consultation services, technical hardware/software project support and to resolve problems.
Distinguishing Characteristics:
Positions in this class, under general supervision, provide support and knowledge of computer software and/or hardware in order to provide problem resolution, customer assistance or technical hardware/software project support in the area of assignment. This position differs from IT Support Specialist in that IT Specialist provides a broader, intermediate scope of specialized support whereas the IT Support Specialist provides first-level technical support.
Essential Functions- Coordinates and provides technical support and training for the City's information processing and telephone systems, including, but not limited to: Local Area Network, Wide Area Network, Wireless network, VoIP phone system, Internet site, personal computers, and other data processing systems and devices.
- Responds to routine user problems; troubleshoots and independently resolves most problems and repairs. Refers complex problems to appropriate personnel for additional help.
- Facilitates hardware changes, user access changes and security of systems through regular monitoring and review of system logs.
- Maintains website functionality and updates content on the City's web site as requested.
- Provides technical assistance with the City's audio/visual and camera systems.
- Provides technical assistance and training to staff in the use of computers and data processing systems; diagnoses problems in the system and determines proper action to correct.
- Provides support for legacy desktops, laptops and servers.
- Assist other staff in special events and activities as requested.
- Stay informed on new or emerging trends and technologies that provide clear benefits to the organization, business partners, and/or customers.
- Collaborate and communicate effectively with team members.
- Responsively and effectively, handle issues.
- Look for ways to improve customer experience.
- Continuously build professional and technical expertise.
- Establishes and maintains cooperative, effective working relationships with co-workers, other City employees, and the general public using principles of good customer service.
- Reports for scheduled work with regular, reliable and punctual attendance.
- Performs other duties as assigned, including but not limited to being assigned to work in other functional areas to cover absences or relief, equalize peak work periods, or balance the workload.
Knowledge of:
- Technology troubleshooting principles and techniques, both hardware and application.
- Network IP protocols and troubleshooting techniques.
- Windows Operating Systems, both PC and Server.
- IT security and monitoring products such as Barracuda, Netwrix, and ManageEngine.
- Microsoft Office 365.
- ZOOM conferencing systems.
Skill and ability to:
- Receive customer service requests and respond to service desk calls effectively.
- Record, analyze, troubleshoot, repair and /or escalate calls.
- Learn City's technology systems quickly to support customers.
- Proficiently operate a computer, including the use of Word, Excel, PowerPoint, Publisher, and Outlook and similar programs.
- Understand, translate and document technical information into non-technical language when
- Enter data into computer systems with speed and accuracy.
- Plan and organize work.
- Work independently and make decisions under broad guidelines.
- Meet deadlines.
- Work under pressure and/or continual interruptions, and to deal with a variety of deadlines of both an immediate and flexible nature.
- Handle a fast-paced environment with multiple concurrent tasks and changing
- Maintain confidentiality regarding sensitive information and confidential records.
- Demonstrate attention to detail.
- Maintain fair, equitable and cooperative working relationships with co-workers, officials and general public.
- Communicate effectively, both orally and in writing, with the public, other employees, using tact, discretion and courtesy.
- Be dependable and punctual.
- Perform the essential functions of the position.
Education and Experience Requirements
- (2) years' of direct frontline technical support experience, with at least (1) year of practical experience in the use and repair of personal computer hardware and software.
- Experience with network IP protocols and troubleshooting techniques, preferred.
- Experience with Windows Operating Systems, both PC and Server, desired.
- Experience with IT security and monitoring products such as Barracuda, Netwrix, and ManageEngine, desired.
- Experience with Microsoft Office 365, desired.
- Experience with ZOOM conferencing systems, desired.
- An equivalent combination of education and experience that would provide the required knowledge, skill and abilities to perform the essential duties listed above.
Special Requirements
- Ability to obtain and maintain MCSA Certification at the time of or within one year of hire.
- This position requires the incumbent to be onsite during their regularly scheduled shift.
- May be required to work on evenings and weekends.
- Possession of and the ability to maintain throughout employment a valid Washington State Driver's License with a good driving
- Successful completion of a pre-employment background and criminal history
- Because of the known effects of tobacco use, the City of Des Moines does not hire applicants who use tobacco
- Work is primarily performed in an office setting. Hand-eye coordination and fine-manipulation skills are necessary to operate computers and a variety of office machinery. The position requires the ability to speak and hear to exchange information, sit for extended periods, stand, bend, stretch, climb, kneel, crouch, crawl, balance, and stoop. The employee is regularly required to lift up to (50) pounds. Driving to various office locations is required.
- The City of Des Moines is committed to hiring a diverse workforce and all qualified applicants, including all ethnic backgrounds and persons with disabilities, are encouraged to apply. The City is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, sex, age, color, religion, national origin, marital status, sexual orientation, veteran status, disability status, or any other basis prohibited by federal, state, or local law.
- In accordance with the Americans with Disabilities Act, an employer is obligated to make a reasonable accommodation only to the known limitations of an otherwise qualified individual with a disability. In general, it is the responsibility of the applicant or employee with a disability to inform the employer that an accommodation is needed to participate in the application process, to perform essential job functions or to receive equal benefits and privileges of employment.
- The statements contained herein reflect general details as necessary to describe the principal functions for this job classification, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.
- The physical abilities described above are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The provisions of this job description do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.
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