Information Technology Support Technician

City of Santa Monica; Santa Monica (CA); On-site; USD 55,000 - 85,000; Full time

Job summary

The City of Santa Monica seeks an IT Support Specialist to provide routine to complex technical support for city computer systems, software, and telecom equipment. You will troubleshoot enterprise OS issues, assist with Windows, Intune, AD, and mobile devices, and respond to service desk requests via multiple channels.

You will deploy software images, perform installations and configurations, and help implement ITIL-based service desk practices while collaborating with vendors and internal teams.

Qualifications

• Education: Graduation from high school or the equivalent.
• Experience: One year of recent paid experience providing computer systems support involving troubleshooting of desktop operating systems and client/server software applications in an enterprise network environment.
• Licenses and Certificates: Possession of a valid Class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.
• Possession of Microsoft Technology Associate (MTA) certification towards IT infrastructure track or a higher-level Microsoft Certified Professional certificate is desirable.
• Background Investigation: Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.

Responsibilities

• Responds to service desk incidents and requests in-person, via e-mail, telephone, or remote support session as necessary.
• Performs maintenance, installs, moves, adds, changes and decommission on computers, printers, mobile technology, telecommunications equipment, and peripheral devices in on-premise and cloud environments.
• Uses endpoint management and scripting tools to deploy automated installation images and software packages.
• Fulfills complex requests received through the service desk, including computer installations and configurations.
• Assists with deployment of security patches and security remediations on computer systems.
• Communicates with suppliers regarding hardware and software support issues and coordinates parts and orders.
• Develops technical documentation and articles for knowledge base.

Skills

Windows support

Remote support

Customer service

ITIL awareness

Education

High school diploma

MTA certification (desirable)

Tools

Intune

Active Directory

Jamf

Autopilot

ServiceNow

Office 365

Job description

Provides routine to complex technical support of city computer systems, software applications, mobile technologies, and telecommunications equipment. Responds to service desk by troubleshooting and resolving complicated operating system problems, including hardware, software, network and telecommunications issues, in an enterprise network.

Provides journey-level technical support to city computers, laptops, printers, VoIP-based telephones, mobile technology, software, and computer peripherals using diagnostic and troubleshooting techniques in accordance to prescribed service level agreements and departmental policies and procedures.

Responds to service desk incidents and requests in-person, via e-mail, telephone, or remote support session as necessary. Monitors work orders assigned to the appropriate queue and ensures proper resolution of tickets in accordance with departmental policies and procedures.

Performs maintenance, installs, moves, adds, changes and decommission on computers, printers, mobile technology, telecommunications equipment, and peripheral devices running in an on-premise and cloud environment.

Uses endpoint management and scripting tools to deploy automated installation images and software packages. Performs routine installations of software applications and software updates.

Fulfills complex requests received through the service desk, including computer installations, software installations, printer changes, VoIP-based telephone installations, computer configurations, and peripheral hardware swaps.

Utilizes remote assistance tools and on-line resources to troubleshoot and resolve computer hardware and software problems and network issues.

Performs password support for users and updates to security groups.

Assists with completing changes to the City’s telecom system and VoIP-based telephones as requested. Assists with installation and initial troubleshooting of equipment in network closets and switch rooms.

Assists with the deployment of security patches and security remediations updates on computer systems.

Communicates with suppliers and service providers regarding hardware and software support issues. Estimates cost of replacement and repairs, and coordinates parts and equipment orders with service and warranty vendors.

Contributes technical articles to the technical support knowledge base. Develops technical and instructional documentation on various topical matters relating to how-to, process flows, software installations and security patch installs.

Assists in computer systems planning, implementation, and special projects, as needed.

Applies Information Technology Infrastructure Library (ITIL) best practices on service desk processes and management.

Recommends improvements to optimize technical support processes and customer services programs.

Escalates technical support and vendor issues to the Client Services Supervisor, as needed.

Contributes to service delivery improvement projects and related activities.

Performs other duties, as assigned.

Knowledge of:

• Microsoft® Windows desktop operating system, Intune and Active Directory
• Microsoft® Office 365
• Mobile Phones and Tablets
• Apple MacOS and Apple hardware support
• Networking principles, standards, and protocols, such as the Internet Protocol Suite (TCP/IP), Domain Name System (DNS), and Dynamic Host Configuration Protocol (DHCP)
• Operation of Local and Wide Area Networks (LAN, WAN)
• Installation, troubleshooting and maintenance of hardware systems, software applications and peripheral equipment
• Desktop management and scripting tools, such as Jamf, Intune and Autopilot
• Anti-virus/security programs
• Diagnostic and troubleshooting techniques for various hardware, software and telecommunications equipment
• Principles and procedures for asset and configuration management
• Principles and procedures for IT service management
• Enterprise-wide IT service management tools, such as ServiceNow
• Effective customer service techniques pertaining to incident resolution and service request fulfillment

Ability to:

• Interpret, analyze and resolve various hardware and software application problems
• Diagnose and troubleshoot issues with computer hardware, software, business applications, mobile, telecom, and peripheral devices
• Install, configure and maintain computer hardware, software, business applications, mobile, telecom hardware and peripheral devices
• Adapt to new technology and learn new software applications
• Learn and apply Information Technology Infrastructure Library (ITIL) best practices
• Develop and deploy automated computer images and software distribution packages
• Communicate clearly and effectively, both orally and in writing
• Provide informal instruction and assistance to employees of varying computer skill levels
• Work independently and collaborate with others to accomplish common goals, deadlines and service level agreements
• Lift and carry objects of moderate weight
• Prepare and maintain clear and concise records and reports
• Organize and prioritize multiple tasks
• Read and interpret schematics, reference manuals, and support documentation
• Understand and follow oral and written instructions
• Establish and maintain effective and cooperative working relationships with City employees and the public
• Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
• Provide effective customer service
• Refine, contribute and author organization-wide and IT facing knowledge base articles

Skill in:

• Operating, diagnosing, troubleshooting and maintaining hardware, software, and peripheral devices in a network environment
• Installing software using automated and manual deployment methods
• Providing technical support over the phone and using remote assistance tools

REQUIREMENTS

Minimum Qualifications:

Education: Graduation from high school or the equivalent.

Experience: One year of recent paid experience providing computer systems support involving troubleshooting of desktop operating systems and client/server software applications in an enterprise network environment.

Licenses and Certificates:

Possession of a valid Class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

Possession of Microsoft Technology Associate (MTA) certification towards IT infrastructure track or a higher-level Microsoft Certified Professional certificate is desirable.

Background Investigation:

Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.

Inclusion & Diversity Statement

The City of Santa Monica is a progressive, inclusive and culturally rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.

The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!

Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call [phone], TDD [phone] (Hearing Impaired Only).

Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.