EMPLOYMENT STATUS: Regular, Full-Time
SALARY RANGE: $4,875-$6,173/month
OPENS: June 14, 2019
CLOSES: June 28, 2019
BASIC FUNCTION:
Under the direction of the Information Technology Supervisor, support City’s IT operations and customers technology needs. Respond to and resolve issues with IT systems and services. Purchase, install, monitor and maintain information systems equipment and software. Support users with effective use of computer hardware & software, phone, LAN and audio/video systems. Inventory, maintain records, document, and train staff as needed. Maintain up to date knowledge of technology.
ESSENTIAL JOB FUNCTIONS:
- Respond to daily user support requests regarding computer hardware & software, phone, LAN and audio/video needs.
- Record, analyze, troubleshoot, resolve and/or escalate IT support requests.
- Support and maintain all technology related to police patrol vehicles including; laptops, docks, printers, scanners, and gateways.
- Maintain up-to-date knowledge of PCs, operating systems, office applications, general networking, and special City applications.
- Purchase, install, upgrade and maintain various edge technology hardware and software.
- Take necessary and appropriate steps to ensure the reliability, integrity, and security of the City's Information Technology.
- Assist in routine inventory, maintaining various records and logs.
- Assist in monitoring systems performance, usage and overall system security.
- Assist in maintenance and upkeep of communication system and devices.
- Assist in City’s Government Access Channel programming and videotaping services.
- Maintain a safe work environment involving electronic equipment.
- Perform related duties as assigned.
REPRESENTATIVE DUTIES:
- Participate in department meetings, discussions and objectives in support of City’s goals.
- Stay current with city, department and division goals and objectives.
- Stay current with technology enhancements in support of staff’s needs.
- Provide solutions, maintain security and be responsive to IT questions.
- Carry a cell phone and respond to and resolve problems associated with the essential job functions above.
KNOWLEDGE OF:
- Extensive knowledge of personal computers, desktop operating systems, applications, and PC peripherals.
- Diagnosing, repairing, and troubleshooting IT equipment, HW/SW.
- Networking principles, network equipment and networked applications.
- Communication systems such as phones, radios, cell-phones.
- Audio and visual equipment such as cameras, projectors, and microphones.
- Record-keeping, inventory, and maintaining logs.
- Customer service and service desk ITIL practices.
- Interpersonal skills using patience, tact and courtesy.
- Excellent customer service skills.
ABILITY TO:
- Receive customer service requests and respond to service desk calls effectively.
- Record, analyze, troubleshoot, repair and/or escalate support calls.
- Learn City’s custom technology systems quickly to support customers.
- Remain current concerning trends and developments in computer hardware and software.
- Plan, prioritize, meet timelines, and organize work.
- Communicate effectively both orally and in writing.
- Learn and apply established rules, regulations, policies and procedures.
- Evaluate products, request for quote (RFQ), and recommend purchases.
- Purchase equipment, supplies and services as required.
- Communicate effectively with users, staff, vendors and other customers.
- Establish and maintain cooperative and effective working relationships with others.
- Demonstrated ability to positively and effectively interact with diverse individuals to accomplish a common goal.
- Complete work with many interruptions.
- Demonstrated abilities to work in all climate conditions (indoors and outdoors).
- Demonstrated agility in the workplace.
- Lift and carry heavy computer equipment.
- Physical ability to perform the essential job functions.
EDUCATION AND EXPERIENCE:
Any combination equivalent to two years college-level course-work in information technology operations or four years of progressively responsible experience in information technology systems support and customer services. Customer support experience in a Windows-based, personal computer, office application, multi-location network environment is required. Other education, training, and certification in current computer and software technology that enhances and supplements skills are highly desired. Prior to employment candidate must successfully pass a thorough employment reference and background investigation and FBI criminal history check conducted by the City of Federal Way Police Department.
TO APPLY:
Please complete a required City of Federal Way application form and attach resume and cover letter. Applications are available at City Hall, 33325 8th Avenue South, Federal Way, WA 98003, on our website at www.cityoffederalway.com, or by calling 253-835-2530.
The City of Federal Way is an equal opportunity employer committed to a diverse workplace. Any person requiring ADA accommodation should advise the City of the need. For telecommunications relay service for voice and text telephones call 7-1-1 or 1-800-833-6388/TTY or 1-800-833-6384/voice.
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