Job Description

Come work at a place where you have a direct impact on the quality of life for Kent residents, business owners and visitors alike!
Join the City's IT team as a Technical Support Specialist II to provide hands-on support and administration for our essential computer and network systems. If you thrive on troubleshooting complex hardware and software issues using your expertise in Windows environments and ITSM practices, apply now to be one of the dedicated problem-solvers who keep our City running efficiently.
Please note that the person selected will take part in a rotating on-call schedule and this role is primarily on-site.
This is a full-time benefited position that is not represented by a union.
A cover letter and resume are required with your online application in order for your application to be considered complete. Uploading your resume to auto-fill portions of the application does not automatically attach it to your application. Incomplete applications will not be considered for this position.

Please note that you cannot attach documents to your application after it has been submitted. If you have any questions or concerns regarding your online application, please call our office at (253) 856-5270 and we will do our best to assist you.

SALARY:
$6,899.00 - $8,389.00 per month, depending on experience
For a listing of benefits, please use the following link: Employee Benefits | City of Kent (kentwa.gov)
GENERAL PURPOSE:
Under the direction of the Network, Security and Operations Manager or designee, the incumbent is responsible for providing first-line help desk technical support and training for the use of the City's computer systems and software applications. Work is performed in accordance with department and City standards.
Work is characterized by technical duties in the support, maintenance and tracking of City-wide computer hardware, software, and telecommunication systems. Incumbents answer calls and provide first line help desk support to resolve issues on the City's technology, including but not limited to, software, hardware and peripheral devices. This is a Tier 1 support role responsible for first-line technical assistance and end-user problem resolution. As experience and training progress, the Technical Specialist 2 may be called upon to assist Tier 2 and higher-level teams with escalated issues, troubleshooting, and second-tier problem solving. Incumbents regularly travel to user sites and offices to deliver hands-on support.
Work is performed under limited supervision. Supervisor sets the overall objectives and resources available. Incumbent and supervisor work together to develop the deadlines, projects, and work to be completed. Incumbent is responsible for the work, plans and carries out the assignment, resolves most conflicts that arise, coordinates work with others, and interprets policies on own initiative in terms of established objectives. Incumbent keeps supervisor informed of progress, potentially controversial matters, or far reaching implications. Work is reviewed in terms of feasibility, compatibility with other work, or effectiveness of results.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Answer calls and provide first line help desk support for the City's computer systems, software packages, and physical layer network systems by determining root cause of the problem; develops appropriate workarounds and solutions; escalates to the next level of support when necessary. Tracks calls to resolution, documenting steps taken to resolve the issue.
Balance the service call load; establish priorities for response to service calls based on severity, location, end user requirements and workload factors.
Provide technical support for the City's computer systems and their applications by determining problem origin, whether from hardware or software, and resolving problems through internal resources or through communication with vendor technical support staff.
Setup, install, troubleshoot, upgrade, and maintain computer hardware, software, and printers.
Install, test, and review new and upgraded hardware and peripheral equipment and test for system integrity.
Install, test, and review new and upgraded system software and check for system integrity.
Assist in providing training to users in usage/capabilities of software, network, and computers.
Prepare and maintain clear and accurate routine reports, correspondence, and procedures
Assist in maintaining specifications for computer hardware, software, and other office systems.
Provide version control and license compliance for all system software.
Assist in the enforcement of standard computer configurations and naming conventions.
Provide after hours on-call support on a rotating basis or as scheduled.
Provide routine maintenance for computer and peripheral equipment.
Maintain, analyze, and compile custom reports as requested using inventory software of City computer systems.
Organize the proper dispersion of obsolete equipment whether by sale or disposal.
Ensure proper training room configurations for each on-site training class held.
Actively support the vision, mission, values and goals of the department and the City.
PERIPHERAL DUTIES:
Perform related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
KNOWLEDGE OF:Various City standard application software including but not limited to, Microsoft Office Suite Advanced knowledge of Microsoft Windows operating systems, including Windows 11 Basic knowledge of various Operating Systems including but not limited to Android, Apple iOS and OSX and Linux Principles and practices of ITIL (v4 or above) Supporting ITSM (work order management) software; including common terminology Effective customer service techniques Capabilities of computers and peripheral equipment Basic business analysis skills, including documentation skills Basic record-keeping techniques and database reporting

SKILLED IN:Analyzing computer problems, investigating the cause and providing effective solutions Communicating complex technical ideas in lay-person's terms Effectively present information and respond to questions in one-on-one situations and in small groups Effective organization and expression of ideas through use of oral and written communications Responding to common inquiries or complaints from users using interpersonal skills in a tactful, patient and courteous manner

ABILITY TO:Learn computer software packages and adapt for specific user applications quickly and effectively Operate a variety of computers and related equipment including printers, scanners, Mobile Devices and other peripheral hardware Basic ability to conduct technical research, gather and analyze data, and recommend solutions Establish and maintain effective working relationships with co-workers, City staff, officials, vendors and consultants Work independently with little direct supervision Work in a team environment to help solve complex problems Communicate effectively, understand and follow directions both orally and in writing Analyze situations accurately and adopt an effective course of action Read and interpret documents such as policy manuals, technical computer manuals and procedures, and business periodicals Add, subtract, multiply, divide; compute fractions, ratios, percentages, proportions; draw and interpret graphs and charts; and apply these concepts to practical situations

SKILLS FOR THE POSITION MAY BE GAINED THROUGH EDUCATION, CERTIFICATION, RELEVANT JOB EXPERIENCE or a COMBINATION, SUCH AS:
Education: Some college-level training with specialized course work in computer science, personal computer operations or related subject; and A+ and one other technical certification
Experience: Minimum two (2) years' work experience involving computer hardware/software at a technical level. Experience in a public sector, government, or public safety environment preferred.
LICENSES AND OTHER REQUIREMENTS:Valid Washington State Driver's license, or ability to obtain within 30 days of employment Must be able to successfully pass the City's pre-employment driver's records check and maintain an acceptable driving record Must successfully complete a background check according to the City of Kent Police Department guidelines and must be able to qualify for the Washington Access Certification. Subject to successful completion of periodic background checks. Multilingual desirable

MACHINES, TOOLS AND EQUIPMENT USED:
Typical business office machinery and equipment including but not limited to personal computers, laptop computers, printers, scanners, telephone, fax and copy machine, cellular phone, pager, two-way radio, etc.
Required to use hand tools related to computer repairs such as punch-down tools, screw drivers, etc. Required to operate a City vehicle to travel to and from user sites as needed.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the incumbent is regularly required to use arms, hands and fingers to reach, handle, feel, or operate objects, materials, tools, equipment or controls. The incumbent is frequently required to sit, stand, walk, hear and talk normally with or without mechanical assistance. The incumbent is occasionally required to stoop, kneel, crouch, crawl under desks and panels. The incumbent must frequently lift and/or move up to 50 pounds with or without assistance and occasionally lift and/or move up to 80 pounds or more with assistance. Specific vision abilities required by this job include close, distance, color, and peripheral vision; depth perception; and the ability to adjust focus.
WORKING CONDITIONS:
Work is performed in various City departments in a typical office. Work is performed in a typical information services environment, which includes an office, a technical workstation, a computer room with a controlled environment, as well as working with users on site and after hours on a rotational basis as scheduled. Subject to driving to various sites by personal or City vehicle. May be exposed to users, contractors and vendors/suppliers who may possibly be irate or hostile. The noise level in the work environment is usually moderate to loud.
The City of Kent is an Equal Opportunity Employer.