Address
Form of workPlease Note: a candidate may be required to successfully pass a thorough background investigation, including a criminal history check for job-related convictions, fingerprinting, polygraph test, and a drug use history to be considered for this position.
With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the State of California with the ability to report to Sacramento-based physical worksites daily if required.
To perform a variety of technical customer support and training duties involving the use of hardware, application software, and networks; to provide both on-site and telephone support and assistance to systems and equipment end users. The scope of help desk assistance includes mainframe, mid-range, client/server, desktop computer, and networks.
DISTINGUISHING CHARACTERISTICS
Assignments are predominantly involved in direct user support on single server systems and/or assisting in the resolution of problems relating to desktop equipment, proprietary software, and the less complex matters.
Senior Information Technology Support Specialist is the fully experienced level in this class series. Incumbents may function as team leaders and/or technical specialists who define problems and propose preliminary solutions. This class is further distinguished from the advanced journey level by the complexity and size of the systems or network supported and the amount of discretion exercised over technical issues, problems and resolutions.
SUPERVISION RECEIVED AND EXERCISED
Senior Information Technology Support Specialist is directed by higher level staff. Lead responsibilities may include the guidance and coordination of professional, technical and office support staff.Depending upon assignment, duties and responsibilities may include, but are not limited to:
- Install and upgrade desktop hardware, software and peripheral equipment and configures system for optimum operations
- Analyze and/or resolve hardware, software and applications problems for network and stand-alone computer systems and network resources supported by the City of Sacramento
- Monitor computer systems, networks and applications for response time, problem prevention, performance and resource utilization
- Coordinate the resolution of network hardware, software and applications problems between technical, support and customer personnel
- Report hardware failures to appropriate vendors via telephone or on-line systems
- Evaluate user hardware and software needs and assist in acquisition of approved equipment and software
- Provide a full range of assistance and help to system and equipment users in role of help desk expert
- Assist in preparation of user's procedures and documentation
- Provide operations and support for legacy productions systems, including startup, operation of daily production programs, logging results and performing backup procedures
- Complete scheduled systems operational task and routines such as periodic reports and shutdown/start-up procedures for required maintenance and corrective actions
- Train users in operating systems, computer language, applications programs, utilities and hardware operation; assist users in applying computer training to work environment; create technical documents and computer training for end-users
- Analyze problems and design technical solutions to specific departmental needs including spreadsheets, word processors, database, presentation graphics, client/server applications, emulators, communications protocols and intranet/internet
- Coordinate class preparation, scheduling and billing for services
- Research and acquire knowledge of computer hardware and software available to usersKnowledge of:
- Principles of and current trends in Information Technology including systems software and hardware technologies for mainframe, server, personal computer, and client server environment
- Information technology security methods
- City rules for Information Technology projects and business objectives, processes and environment
- Currently available commercial off-the-shelf software
- Principles and techniques of training including training needs assessment techniques
- Disaster planning and recovery methods
- General computer architecture including application life cycle, central processing unit, memory allocation, peripheral devices, and input/output methodologies
- Various hardware platforms and multiple desktop software including electronic mail systems, spreadsheets, word processors, database, presentation graphics, client/server applications, emulators, communications protocols, and intranet/internet
- Principles and procedures of procedural and fourth generation programming languages
- Personal computer and local-area-network troubleshooting techniques
- Personal computer and local-area-network configurations, specifications and requirements
- Problem tracking software tools, security and quality assurance policies and procedures, document workflow processes, and remote access software and techniques of connectivity
- Technical documents protocols including manuals, schematics, procedures and specifications
- Communications protocols, telecommunications and information processing environments
- Backup and recovery methods, wiring capacities and limitations, intranet and internet technologies
Ability to:
- Communicate effectively orally and in written format in a variety of situation and formats -Make group presentations
- Exercise analytical skills in providing fact-based details to support ideas, recommendations, and analysis
- Reason logically, use a variety of techniques to resolve problems, manage time and resources, concurrently handle multiple assignments, and work under strict deadlines
- Coordinate and facilitate work with others and train and guide others
- Lift and move equipment weighing up to 50 pounds
- Analyze, diagnose and resolve customer problems relating to hardware, software, and applications software
- Write programs in appropriate procedural and fourth generation computer language
- Prepare test data, test, and debug applications program
- Troubleshoot and perform routine maintenance on computer systems and communications components
- Operate computer master console and other help desk equipment
- Configure desktop computers and related peripherals
- Prepare and present technical oral and written reports
- Utilize a variety of systems utilities, methods, and techniques
- Perform backups and restores
EDUCATION AND EXPERIENCE
Any combination of education and experience that would likely provide the required knowledge and skills is qualifying. A typical way to obtain the knowledge and skills would be:
EDUCATION
An Associate's Degree or equivalent from an accredited college or university with a major in computer science, information systems, business information systems, business administration or a closely related field. (Additional qualifying experience can substitute for two years of the education requirement on a year-for-year basis.)
- OR -
Professional certification in one or more fields of Information Technology.
EXPERIENCE
Senior Information Technology Support Specialist
Two years of experience equivalent to an Information Technology Support Specialist II.
-OR-
Four years of experience involving the provision of user support in the operation, maintenance, and implementation of applications programs on
multiple platforms including mainframe, enterprise, client/server, desktop computer and networks.
PROOF OF EDUCATION
Should education be used to qualify for this position, then proof of education such as, but not limited to, university/college transcripts and degrees should be submitted with your application and will be required at the time of appointment. Unofficial documents and/or copies are acceptable.
An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. Evaluation of education records will be due at time of appointment.
PROOF OF CERTIFICATION
Should certification and/or license be used to qualify for this position, then proof of said certification and/or license should be submitted with your application and will be required at the time of appointment.
SPECIAL QUALIFICATION
Possession of a valid California Class C Driver License at the time of appointment. Individuals who do not meet this requirement due to a physical disability will be considered for accommodation on a case-by-case basis.
PROBATIONARY PERIOD:
Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.
Please note, the City of Sacramento's preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders. All e-mail notifications can also be accessed through the governmentjobs.com applicant inbox.
1. Application: (Pass/Fail) - All applicants must complete and submit online a City of Sacramento employment application by the final filing deadline;
- Employment applications must be submitted online; paper applications will not be accepted.
- Employment applications will be considered incomplete and will be disqualified:
- If applicants do not list current and/or past job-related experience in the duties area of the "Work Experience" section. Note: Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours/week).
- If "see resume" is noted in the "Work Experience" section; a resume will not substitute for the information required in the "Work Experience" section.
- Proof of education such as, but not limited to, university/college transcripts and degrees should be submitted online with your application. Proof of education will be required at time of appointment.
- Proof of certification and/or license should be submitted online with your application. Proof of certification and/or license will be required at time of appointment.
- Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position.
- If you're requesting Veteran's credit, a copy of your DD214 must be submitted online with your application, or sent to the Employment Office by email/fax or mailed by the final filing deadline. Information regarding the use of Veteran's credit can be found in the Civil Service Board rules under rule 4.9C.
- Applicants are responsible for attaching a copy of their DD214 to each position for which they apply.
2. Training and Experience Exam: (Weighted 100%) - The questions located at the end of the application are the Training and Experience (T&E) Exam. Responses to the T&E questions will be rated and scored. This exam will evaluate the relevance, level, and progression of a candidate's education, training and experience. The exam score will determine your ranking on the eligible list for this job. When completing the T&E questions, please note:
- Responses to the T&E questions must be submitted online; paper questionnaires will not be accepted.
- A resume will not substitute for the information required in the T&E questions.
3.Eligibility: Candidates who pass the Training and Experience Test will be placed on the eligible list. The hiring department may contact candidates for interview at any time during the life of the one-year list. Candidate's eligibility expires one year from the date of notification of a passing score for the Senior Information Technology Support Specialist examination.
4.Screening Committee: (Pass/Fail)- All candidates that pass the examination and are in one of the top three ranks will have their application forwarded to the hiring department for review. The hiring department will select the most competitive applications for further consideration. Human Resources will only evaluate employment applications for the minimum qualifications, as stated on the job announcement, for applications selected by the hiring department.
5. Background Process: If considered for appointment, candidates may be required to pass a background investigation, which includes a criminal history check, fingerprinting, polygraph test, and drug use history.6.Conditional Hire: Upon receipt of a conditional offer, the selected candidate must complete and pass Live Scan/fingerprinting. If applicable, candidates may also need to pass a pre-employment medical exam, controlled substance and/or alcohol test, and possess any required licensure or certification prior to receiving a start date from the Department. Failure to meet these prerequisites will be grounds for withdrawal of your conditional offer of employment.
QUESTIONS:
For questions concerning this job announcement and the application process:
- Please visit https://www.governmentjobs.com/Home/ApplicationGuide for a comprehensive, step-by-step guide to the application process.
- For technical support between 6 AM - 5 PM PT, contact Live Applicant Support at (855) 524-5627.
- Visit the City of Sacramento Human Resources Department website at http://www.cityofsacramento.org/HR/Career-Opportunities;
- Send an email to employment@cityofsacramento.org; or
- Call the Human Resources Department at (916) 808-5726
