DescriptionFirst review of applications on 8/5/2024 CORE VALUE STATEMENT The City of Kennewick will provide excellent public service and ensure the safety and wellbeing of our community and one another through the empowerment of each employee. We value integrity, inclusiveness, stewardship, and communication. We are accountable to our community for innovative and collaborative efforts that anticipate needs, leverage resources, and deliver solutions.
SAFETY STATEMENT We expect our employees to ensure compliance with all applicable safety practices and policies, including those established by OSHA/DOSH regulations and by the City’s Accident Prevention Plan. This includes but is not limited to actively identifying and correcting potential hazards that may affect employee and public safety, including those identified by co-workers; leading by example to promote a positive culture of workplace safety through everyday action; and emphasizing safe completion of work throughout all aspects of developing and carrying out work plans.
CLASSIFICATION SUMMARY Under the supervision of the IT Operations Supervisor, the IT Service Desk Technician receives, prioritizes, documents and actively resolves help requests to ensure proper computer operations so that end users can accomplish the City’s business tasks; problem solves issues with the use of diagnostic and help request tracking tools, as well as in-person and hands-on help at the desktop level.
This position is a two level series. The IT Service Desk Technician II is distinguished from the IT Service Desk Technician I by the increased complexity of assignments, the greater degree of independence with which it operates, the experience required to perform the work, and the years of experience.
2024 SALARY SCHEDULE Level 1 - $5,331 - $7,108 Monthly
Level 2 - $5,867 - $7,822 Monthly
Examples of Work Performed (Illustrative Only) ESSENTIAL DUTIES The following list reflects the essential job duties and responsibilities of this classification, but should not be considered all-inclusive. The incumbent will be expected to perform other related duties as assigned.
- Creates & evaluates documented resolutions and analyzes trends for ways to prevent future problems.
- Fields incoming help requests from end users via telephone, e-mail and in person in a courteous manner.
- Documents all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Builds rapport and elicits problem details from help desk customers.
- Prioritizes and schedules problems; escalates problems to the appropriate experienced analyst or vendor when required, and communicates affectively with IT leadership.
- Records, tracks and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
- Applies diagnostic utilities to aid in troubleshooting.
- Accesses software updates, drivers, knowledge bases and frequently asked questions resources to aid in problem resolution.
- Identifies and learns appropriate software and hardware used and supported by the organization.
- Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs software.
- Tracks and maintains accurate IT hardware inventory.
- Test fixes to ensure problem has been adequately resolved and performs post-resolution follow-ups to help requests.
- Use and maintain the Systems Center Configuration Manager (SCCM) and ensure its ongoing health. Build and deploy packages for applications as needed and new OS image builds and updates where necessary to keep security and usability at its very best level. Including assisting in third party patching.
- Create and maintain documentation and records of all Audio Visual (AV) systems in the City including designs, configuration files, IP addresses, how-to guides, etc. for the purpose of streamlining troubleshooting, team cross-training, and preventative maintenance.
- Provide advanced troubleshooting knowledge for AV systems
- Prepares status reports, user guides and related materials for the purpose of documenting activities, providing written reference and/or conveying information.
- Provides continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality customer service.
- Operates a variety of modern office equipment to include, but not limited to, printers, copiers, calculators, multi-line phone systems, scanners and fax machines, or other specialized equipment, and personal computers in a windows based computing environment using standard or customized software application programs appropriate to assigned activities.
- Performs other related duties as assigned.
Employment Standards MINIMUM QUALIFICATIONS Level I:This position requires an Associate’s degree in computer science, information systems, or related field, or an applicable certification approved by the IT Director. One year of experience directly working in IT infrastructure, desktop computer hardware and software, and operating systems, or any combination of relevant education and experience sufficient to demonstrate the knowledge, skills and abilities to perform the duties listed above.
- Must possess and maintain a valid State of Washington driver’s license.
- Must pass a criminal background investigation.
- Must maintain a level of mental and physical fitness required to perform the essential functions of this classification.
Level II: This position requires an Associate’s degree in computer science, information systems, or related field and three years of progressive experience directly working in IT support, desktop computer hardware and software, and operating systems, or any combination of relevant education and experience sufficient to demonstrate the knowledge, skills and abilities to perform the duties listed above.
- Must possess and maintain a valid State of Washington driver’s license.
- Must obtain an A+ (Hardware and Software) and MCSA for Windows 10 or equivalent certification approved by the IT Director.
- Must pass a criminal background investigation.
- Must maintain a level of mental and physical fitness required to perform the essential functions of this classification.
Supplemental Requirements Knowledge, Skills and Abilities To perform the essential functions of the classification, incumbents must be able to demonstrate the following knowledge, skills and abilities:
Knowledge of:
- Desktop computer hardware and software including operating systems.
- Basic computer hardware.
- Diagnostic utilities, preferably Track-It.
- Applicable Federal State and local laws, rules, codes and regulations related to assigned activities.
- Modern office practices, methods, procedures and equipment.
- Records-keeping principles, procedures, and techniques.
- Correct English usage, grammar, spelling, punctuation and vocabulary.
- Public speaking techniques.
- Interpersonal skills using tact, patience and courtesy.
- Technical aspects of field of specialty.
- ITIL Foundation principles are preferred.
Skills & Ability to:
- Troubleshoot and resolve customer issues with desktop software, hardware and peripheral devices.
- Utilize desktop and server operating systems.
- Document, track and report data.
- Communicate effectively both orally and in writing; comprehend and use English effectively including producing all forms of communications in a clear, concise and understandable manner to intended audiences.
- Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; work independently with little or no direction, organize own work, set priorities and meet critical time deadlines.
- Operate modern office equipment including computer equipment and specialized software application programs.
- Use tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
- Establish, maintain and foster positive and effective working relationships with those contacted in the course of work.
- Excellent organizational skills with the ability to work calmly under pressure, multi-task, remain flexible to changing priorities, and effectively manage time to ensure deliverables are completed on-time.
- Demonstrated ability to effectively communicate with staff at all levels including a proven ability to communicate with technical and non-technical staff across multiple disciplines.
- Maintain confidentiality of sensitive materials and information.
- Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.
- Ability to work cooperatively in a team-oriented, collaborative environment.
- Ability to work flexible hours or work over the weekend, after hours or on holidays as needed.
- Ability to learn new technologies.
- Intermediate proficiency in the use of MS Windows, Outlook, Word, and Excel, and proficiency at the basic level for MS PowerPoint and Visio.
- Basic proficiency in network switching & routing.
- Must maintain regular attendance and punctuality.
PHYSICAL REQUIREMENTS To perform the essential functions of the classification, incumbents must be able to meet the following physical requirements: must regularly talk, hear/listen, see/observe, sit, stand and walk; must regularly demonstrate fine motor skills; must occasionally exert up to 10 pounds of force.
WORK SCHEDULE The initial work schedule for this classification will be full-time, Monday through Friday. Early mornings, evenings and weekend work may be occasionally required. Overtime may be occasionally required. This position may share responsibility, on a scheduled basis, to provide after-hours support.
This classification is non-exempt under the FLSA.
The benefits listed below are those currently enjoyed by full-time City of Kennewick Non-Contract employees. It is important to remember that over the course of time these benefits may change - they are not permanent. Benefits may change through City Council or administrative action or changes mandated by state and federal law.
Paid Holidays12 per year (9 scheduled; 3 “floating”)
New Year's Day, Martin Luther King Jr. Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after Thanksgiving, Christmas Day, and three floating holidays selected by the employee. An employee will accrue one of the three floating holidays on each of the following days: February 1, February 12, and August 31. An employee will only accrue a floating holiday on these days if actually employed.
Paid Time Off (PTO) The purpose of PTO is to compensate employees for absences due to injury, illness, vacation and personal business. In addition, the program is designed to provide employees with personal flexibility regarding the use of leave hours. PTO hours accrue based upon the actual number of regular hours worked.
Accrual per Month: 0-5yrs 6-9yrs 10-14yrs 15-19yrs 20-24yrs 25-29yrs 30+yrs12 hours 15 hours 17 hours 19 hours 21 hours 23 hours 25 hours
Retirement PlanAll City employees are members of the Public Employees Retirement System (PERS). The City and the employee both contribute toward the plan. PERS provides regular retirement and disability retirement benefits. City employees also participate in the Social Security Program. Rates effective as of 09/01/2023. ( www.drs.wa.gov )
PERS Employee Contribution Rate Employer Contribution RatePlan II 6.36% 9.53%
Plan III Employee Choice (see booklet) 9.53%
Deferred Comp The City contributes an equivalent of 5% of your regular monthly salary to Mission Square Retirement (previously ICMA) deferred compensation program. No employee match required, but employees may contribute towards plan if desired. ( www.icmarc.org )
Medical, Dental& Vision Insurance The City currently pays the entire dental and vision insurance premiums for the employee and dependents.Employee current premium share is $190.00 per month for medical insurance to cover themselves and dependents.
Life Insurance1.5 x annual salary (not to exceed $250K) provided by the City of Kennewick. Employee may purchase Voluntary Term Life Insurance for employee, spouse and/or dependents through New York Life (previously Cigna).
Long Term Disability The City pays the entire long-term disability premium for employees through New York Life (previously Cigna).
Wellness Program The Wellness Program has been established to encourage employee health and fitness, both at work and at home. A City Wellness Committee promotes and provides opportunities for healthy lifestyles. Employee fitness center is open to all employees and their spouses.
Employee Assistance An Employee Assistance Plan (EAP) is provided by the City to assist you and family members, providing counseling and treatment in such areas as stress, drug and alcohol abuse and family counseling.
Other Benefits Offered - Flexible Spending Plan (Pre-Tax Deduction for Medical/Dental and Day Care)
- Aflac Supplemental Insurance
- Tuition Assistance
- Bereavement Leave
- Overtime
- Direct Deposit (paydays are 5th and 20th of the month)
Closing Date/Time: 8/18/2024 11:59 PM Pacific
