It Support Specialist

Salary : $55,702.40 - $72,904.00 Annually
Location : Pacific Grove, CA
Job Type: Full-Time
Job Number: 24/105-1001/03LL
Department: Administrative Services
Opening Date: 03/04/2024
Closing Date: 3/24/2024 11:59 PM Pacific
Overview
3% hourly salary raise (cost of living adjustment) is scheduled for July 2024 and an additional 3% hourly salary raise (cost of living adjustment) is scheduled for July 2025 in addition to an annual qualified salary step increase*.
The ideal candidate for the IT Support Specialist position will have a combination of two years of information technology helpdesk experience and an educational background which includes hands-on experience in troubleshooting software and hardware issues; with a desire to grow professionally in a progressive, multi-disciplinary environment.
Preference may be given to candidates with additional demonstrated experience or a strong foundation in servers and systems administration and/or geographical information systems (GIS).
Hours are typically Monday through Friday, between the business hours of 8am to 5pm. May occasionally need to flex schedule depending on department needs.
*Subject to the administrative process of a salary amendment ordinance approved by City Council for both 3% cost of living adjustments.
Classification Description
Under general supervision, provides technical expertise in hardware troubleshooting & configurations, support in maintaining systems, software, and telecommunications, and assistance in development of new technologies, implementation of new projects, and Geographical Information System (GIS) software initiatives.
As defined under the Americans with Disabilities Act, essential functions may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Provides technical software and hardware support, over the telephone, through email, remotely and/or in person to City staff; troubleshoot and resolve software, hardware, telecommunications, and network problems. Escalate tickets to higher level staff or contractor.
• Installs, configures, troubleshoots, modifies, automates, replaces, upgrades and updates City supported hardware, audio/visual equipment, peripherals and software.
• Provides training pertaining to the use of standard City applications, equipment and/or systems; such as audio/video equipment, telecommunications, personal computers, laptops, mobile devices.
• Supports the relationship between the City of Pacific Grove and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.
• Maintains and updates the City website, works with departmental staff on ensuring website content is current.
• Supports system administration, development, and deployment of integrated department systems and modules.
• Creates user IDs, modify user profiles, reset passwords, maintain email accounts, email distribution lists, building security access, and perform regular file maintenance; set up user access permissions consistent with City policies and procedures; document changes and revisions.
• Assists in Ensuring that new and upgraded systems work effectively with current systems and programs; provides support in determining and documenting proper installation parameters for software and hardware in order to ensure smooth integration, transition and efficiency.
• May assist with spatial data analysis tasks, and various mapping requests; This could include working with senior staff to create, design, and curate a large amount of spatial data and disbursing it in a clear, understandable, and functional way; and assist in creating maps according to specifications on a project by project basis.
• Assist with maintenance of system center configurations manager (SCCM) environments.
• Other duties as assigned.

Typical Qualifications
Associates degree in related field; AND two years' experience in information technology support; OR an equivalent combination of education, training, and experience. GIS certificate is desirable.
Knowledge of:

• Basic computer hardware and software technologies.
• Basic operational characteristics of technology related to computers, mobile devices, audio/visual, network, and communication systems.
• Basic methods, tools and techniques of testing, troubleshooting, problem-solving and maintenance of hardware and software related to computers, mobile devices, audio/visual, network, and communication systems.
• GIS technologies including ESRI suite, interpretation of vague requests, and new technologies.
• Basic concepts, terminology, methods, principles, and practices of geographic information systems
• Methods and techniques of researching and compiling data, writing reports and documentation.
• City policies and procedures.

Skill in:

• Performing information technology hardware and software customer support duties.
• Troubleshooting problems such as to computers, mobile devices, audio/visual, network, and communication systems; identify and locate the source of the problem; diagnosis problem and develop logical, reliable solutions; and initiate corrective actions.
• Installing, maintaining, repairing and modifying a variety of computer equipment, software, communications, and electronic equipment and systems. System administration and diagnostics software and tools.
• Reading and understanding maps, geographic information, and aerial photography. Operating GIS data collection computer and producing maps with information collected.
• Managing multiple projects at one time.
• Communicating verbally and in writing.
• Writing procedures and documentation for problems, solutions, and standards.
• Tracking service requests and trouble reports and ensuring problems are resolved.
• Communicating technical issues to individuals with varying degrees of information technology knowledge.
• Prioritizing and multitasking support services, work assignments and projects.
• Fostering effective working relationships with all levels of staff and the community.
• Communicating effectively verbally and in writing. Following verbal and written instructions and procedures.

Supplemental Information
A valid California State Driver's License is required
CONDITIONS OF EMPLOYMENT

• Required to take an Oath of Office
• City employees are disaster relief workers in the event of natural disasters or emergency conditions.
• As part of the selection process, all individuals provided with a preliminary offer of employment will be subject to a background investigation, including a criminal history check (primarily completed through the taking of fingerprints). An image of your fingerprints will be captured and sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history, (if any), will be evaluated along with the other information received in connection with your application. Except as otherwise required by law, a criminal conviction will not necessarily disqualify you from the position. The nature of the offense, the date of the offense, the surrounding circumstances, and the relevance of the offense to the position applied for may, however, be considered.

Pro-rated benefits are provided to 30 hour work week employees and vary by bargaining unit and/or employee group.

• Health Insurance: Medical, dental and vision insurance coverage offered to employees and dependents.
• Life Insurance: $50,000 death benefit
• Supplemental Short Term and Long Term Disability Plans
• Holidays: Paid Holidays and floating holidays
• Paid Time Off (PTO)
• Flexible Spending Accounts: Voluntary health care or dependent care flexible spending accounts.
• PERS Retirement: Employer/Employee shared contributions.
• Deferred Compensation Plan: Voluntary participation in a 457 deferred compensation plan.
• Employee Assistance Program (EAP)
• The City does not participate in Social Security except for the mandatory Medicare Program.

Benefits are subject to change and do not constitute a contract.
01
Do you have an Associates degree or higher in a related field to this position?

• Yes
• No

02
Do you have two (2) years of experience in information technology support, or or an equivalent combination of education, training, and experience?

• Yes
• No

03
Please provide some background on your education and experience related to the following areas: Troubleshooting desktop and computer-related problems, including hardware, software; networking equipment Installing, configuring, testing, and maintaining hardware and software, including computer workstations, printers, mobile devices, and other peripheral equipment; website editing, design, and development; and Geographical Information Systems.
04
Identify your most significant skills or strengths that could be valuable for this position.
Required Question