IT Support Specialist

City of Pasadena, CA; Pasadena (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

The City of Pasadena is seeking enthusiastic Information Technology Support Specialists to join the Service Center team. The role covers first- and second-tier issue analysis, customer training, and hands-on workstation support across hardware, software, and mobile devices.

Ideal candidates will have experience with SCCM, Office365, Intune, AD/Azure AD, and ServiceNow, plus familiarity with video conferencing platforms.

Qualifications

• Graduation from an accredited two-year college or technical school with coursework in computer technology and at least three years of progressively responsible end-user support experience.
• Equivalent combination of training and experience may be accepted.

Responsibilities

• Install, maintain, troubleshoot computer equipment, software, printers, and mobile devices.
• Serve on the Tier 1 or Tier 2 Service Center team.
• Perform on-site and remote hardware/software repair and maintenance.

Skills

Customer focus

Teamwork

Actions & results

Attention to detail

Written communication

Professional impact

Technology adoption

Education

Two-year college degree

Tools

SCCM

Office365

Intune

Active Directory

Azure AD

ServiceNow

Video conferencing (Teams/Zoom)

Job description

The City of Pasadena is looking for enthusiastic, experienced, and service-minded support technician(s) to join the Department of Information Technology's customer focused Service Center team.

IDEAL CANDIDATE

The current Information Technology Support Specialist vacancy will perform the full range of first and second-tier problem analysis and resolution of Service Center problem calls and work station support duties; assists and trains customers; installs, configures, tests and maintains customer computer hardware, software, wireless devices and telephone equipment; and performs related duties as assigned.

The ideal candidate will bring experience with some or all the following technologies: MicrosoftSystem Center Configuration Manager, Office365, EndPoint Manager, Active Directory User and Computer Management, Azure Active Directory; Microsoft Intune device provisioning, ServiceNowIncident Management, Request Management, Knowledge Management. Additionally, the ideal candidate will have experience using and managing video conferencing platforms such as Microsoft Teams, Zoom, WebEx, GoToMeeting, etc.

The successful candidate will have excellent listening, written and verbal communication skills. He/she will take initiative and responsibility in exceeding customer expectations and in managing their time with competing priorities. The successful candidate will gain exposure to other disciplines such as Network Infrastructure, Enterprise Computing, GIS, Information Security and Application Development which may lead to opportunities for advancement.

Immediate Assignment opportunities:

The selected candidate may be assigned to field work which will require driving to various locations throughout the City limits. Therefore, a valid California Class C driver's license and ability to comply with the City's Motor Vehicle Safety Policy during the course of employment is required.

Additionally, this position may be assigned to support and maintain Police Department computing equipment, as such a Police Background Investigation will be required as a condition of employment.

Please note: This recruitment is authorized as Open Competitive and Promotional, and two eligible lists will be established as a result of this recruitment. The promotional list may take precedence.

JOB RESPONSIBILITIES: The following list presents some of the major responsibilities from this position; see the Class Description for more detailed information: Information Technology Support Specialist

• Install, maintain, and troubleshoot failures with computer equipment, communications systems, operating systems, hardware, software, printers, and mobile devices.
• Serve on the Tier 1 (Service Desk) or Tier 2 (Field Service) team in the Service Center.
• Perform repair and maintenance of hardware and software systems, including on-site and remote customer support.

COMPETENCIES:

The following list represents the core competencies needed for success in this position.

• Customer Focus –Attending to the needs and expectations of customers.
• Teamwork –Collaborating with others to achieve shared goals.
• Actions & Results Focus –Initiating tasks and focusing on accomplishment.
• Attention to Detail –Focusing on the details of work content, work steps, and final work products.
• Writing –Communicating effectively in writing.
• Professional Impact –Presenting self as a positive representative of the organization.
• Leveraging Technology – Applying technology for improvements in organizational efficiency and effectiveness.

EDUCATION AND EXPERIENCE

Graduation from an accredited two-year college or technical school with coursework in computer technology and at least three years of progressively responsible experience in end-user support; or an equivalent combination of training and experience.

SELECTION PROCESS

The tentative selection process will consist of a training and experience evaluation, a written examination, and a department-level interview.

VACANCIES

There is one vacancy in the Customer Service Section of the Department of Information Technology which may be filled as a result of this selection process.

The resulting eligibility list from this recruitment may be used to fill this vacancy and similar vacancies in the future.

Candidates selected for this position are subject to a one year probationary work period.

A valid California Class C driver's license and ability to comply with the City's Motor Vehicle Safety Policy during the course of employment.

This position will require the support and maintenance of Police Department computing equipment and therefore a comprehensive Police Background Investigation will be required as a condition of employment.

Work may be required on evenings, weekends and holidays.

Possession of Microsoft Certified Professional (MCP) certification or equivalent such as CompTIA A+ is required by completion of probation as a condition of continued employment.