Computer Support Technician

Position Description

The City of Tacoma is establishing an eligible list for Computer Support Technician which will be used to fill temporary and permanent vacancies for one year. This is a wonderful opportunity to contribute to a team dedicated to investing in the future of technology, using tech to better the community.

As a Computer Support Technician, you will provide desktop support within the City's networked environment.

Responsibilities Include:

• Installing, configuring, monitoring, and troubleshooting physical and virtual desktops, laptops, tablets, mobile devices, and peripherals via a variety of methods such as in person, over the phone, or via remote control.
• Troubleshooting, repairing and performance tuning of workstations;
• Maintaining effective working relationships with customers and assist them with basic workstation operation and use of standard office applications.
• Support management of end user device lifecycle (Inventory management, deployment, Surplus).
• Participate in Root cause analysis.
• Work on assigned and queued tickets with documenting findings and resolutions in a way that can be used by other to resolve similar issues
• Participate in Incident, Change, Request and Asset Management as part of overall IT Service Delivery
  
• Working with Field Services staff and management to ensure the services delivered meet the needs of the City and are in line with ITD departmental and City standards
• Participating in IT projects

Who are we looking for?

• We're seeking energetic, flexible, and driven individuals with a thirst for knowledge and a passion for new technologies.
• Our ideal teammate is results-oriented, enthusiastic, hardworking, and committed to personal and professional development.
• You'll need to have excellent customer service and communication skills, and the ability to talk tech with clients at all levels (and ensure they understand what you're saying!)
• The ability to work independently and self-motivate in a professional but fun environment while remaining cool under pressure is essential.

Qualifications

Associate's degree in Information Technology or related field, or one year of progressively responsible professional computer support experience in a network environment.

Desired Qualifications:

• Microsoft Certified Desktop Support Technicians certification
• CompTIA A+ certification
• Knowledge of ITIL framework
• Experience with remote troubleshooting

LICENSES, CERTIFICATES AND OTHER REQUIREMENTS
Some positions may require a current Washington State Driver's License at time of appointment with maintenance thereafter.
Some positions may require incumbents to successfully pass a Criminal Justice Information Services (CJIS) background check.

Positions assigned to the Tacoma Police Department may require additional background checks which may include fingerprinting and/or a polygraph test.

Physical Requirements
The position requires lifting and carrying objects weighing up to 50 pounds, bending, crawling and stooping. Information Systems environment.

Knowledge & Skills

Candidates should have advanced knowledge and experience working with and troubleshooting a variety of hardware and software which includes:

• Desktops
• Laptops
• Tablets
• Smartphones
• Motherboards
• CPUs
• RAM
• Interface cards
• Hard disks
• Various removable media
• Keyboards
• Mice
• Display devices
• Windows Operating Systems
• iOS
• SCCM
• All Microsoft Office products (Microsoft Teams, Office 365, etc)
• Some knowledge of enterprise class server hardware is helpful

Candidates should have experience working with enterprise class drive imaging software: Ghost, DriveImage, WIM. Additionally, candidates should have experience with printers, plotters, multifunction copiers, VPN, encryption, authentication, security services required to establish remote connections, SCCM, and knowledge of wireless technologies.

Candidates should possess knowledge of network services, including name and directory services, file and print services, distributed applications, email, HTTP, DNS (WINS), DHCP, plus other services as required:

• Microsoft Certified Desktop Support Technicians certification or equivalent experience or training.
• Experience with ITSM toolset and ticketing.
• CompTIA A+ certification or equivalent experience or training.
• Experience supporting wireless devices and technology.
• Principles and concepts of problem solving methods.
• Concepts of client server architecture.
• Use of City's standard workstation operating systems.
• Networking concepts and impacts on workstation configuration.
• Capabilities of computers and peripheral equipment.
• Use of City's standard suite of office software.
• Troubleshoot workstation hardware and software problems in a networked environment.
• Ability to document processes and procedures.
• Provide clear, concise instructions to others.
• Establish and maintain effective work relationships with others.
• Work confidentially and with discretion.
• Communicate effectively both orally and in writing.
• Analyze situations and adopt an effective course of action.
• Meet schedules and timelines.
• Appropriate lifting techniques.

Selection Process & Supplemental Information

City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply
All interested individuals must apply online and attach a resume and cover letter that includes major responsibilities and accomplishments related to the position.

Applicants who meet the minimum qualifications will have their supplemental question responses reviewed by a panel of subject matter experts as part of the civil service examination. Applicants who pass the examination will be placed on the eligible list for interview and hiring consideration.

This position is covered by a Labor Agreement between the City of Tacoma and Local 120. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification. Appointment is subject to passing a background check. For positions with the Tacoma Police Department and in support of Municipal Court staff, candidates must pass a Criminal Justice Information Services Division (CJIS) background check and be able to maintain CJIS certification.

Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or neogov.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

Should you have any questions about this position please call Human Resources at (253) 591-5400 before 5pm on the closing date.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 10/21/2024 5:00 PM Pacific

• 

• City of Tacoma

• 253-591-5400

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