Help Desk Technician

Description

The City of Oxnard's Information Technology Department is seeking a Help Desk Technician to be a part of a team of dynamic individuals. The successful candidate will be responsible for providing excellent customer service in the course of deploying, troubleshooting and maintaining desktop computers, desktop applications and peripherals for our customers City-wide.

The ideal candidate will possess experience with mobile and desktop computer hardware, operating systems, desktop applications, peripherals and enterprise network access. Successful attributes include experience providing remote and on-site support for hardware and software; excellent customer service skills; ability to prioritize and manage a constantly

changing workload; clear and effective communication skills both written and verbal, excellent problem solving and analytical skills, strong attention to detail, ability to translate technology to audience appropriate business friendly terms, strong time management skills, the ability to work both independently and in a collaborative team environment; and

network concepts and fundamentals.

WHAT YOU'LL DO:

• Providing exceptional customer service to members of the City workforce.

• Be responsible for providing efficient and effective technical support for workstation hardware, applications and peripherals.

• Managing a constantly changing ticket load.

• Maintaining equipment and software inventory data.

• Creating and maintaining technical and customer oriented documentation.

• Work in a group and as an individual to complete tasks and projects.

Payroll/Classification Title:

Information Technology Specialist

DISTINGUISHING CHARACTERISTICS:

This classification is distinguished from the Information Technology Technician in that it provides specialized technical support of system users and provides maintenance and operations support of technology hardware, software and data.

SUPERVISION EXERCISED/ SUPERVISION RECEIVED:

Receives general supervision on routine items which are performed according to established standards and procedures and receives specific work instruction regarding non-routine matters and deadlines.

WORK SCHEDULE: The normal work week is Monday through Thursday 8:00am to 6:00pm and alternating Fridays 8:00am-5:00pm. Depending on the work assignment staff may be assigned to a shift that is outside the standard work hours. In addition, this position will be required to be perform after hours on-call (stand-by) and respond to after hour's emergencies. This position is governed by the overtime provisions of the federal Fair Labor Standards Act and is eligible for overtime pay.

Essential Functions

This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the Department.

• Provides specialized technical work in support of networks, systems, applications and other technologies; provides assistance in the installation, configuration, performance monitoring, testing and/or troubleshooting of assigned technology systems and equipment.

• Receives, prioritizes and responds to technical support calls and requests; performs issue troubleshooting and resolution; enters and updates data and information. May coordinate with vendors or other staff for required services and issue resolution.

• Updates and maintains technical documentation regarding specifications, system settings, accounts, procedures, plans and/or schedules; provides basic user training and updates support documentation.

• Performs other duties of a similar nature and level as assigned.

Positions assigned to Help Desk and Network Engineering functions may be responsible for:

• Performing preventative and corrective maintenance of software and hardware;

• Performing system backup procedures;

• Testing and installing workstations;

• Providing second-level help desk support;

• Troubleshooting issues related to mobile devices and data

• Assists in the implementation of computer systems related technical and administrative projects; researches and remediates desktop computer applications and hardware problems for departments remotely and in person.

• Provides technical support and training in the use of computer hardware and software.

• Installs computers at selected work stations throughout the City; installs peripheral equipment e.g. printers and scanners; installs desktop applications on new and existing computers including mobile and desktop computers.

• Conducts various tests on components, equipment and software during installation to ensure components are working properly and in accordance with City specifications.

• Responds to requests for assistance with hardware and software problems and participates in and/or coordinates the repair of computer hardware.

• Performs preventative and corrective maintenance as required, for example such tasks as testing connections, installing software updates, firmware updates, and moving computer equipment

• Performs asset tagging and inventory system tracking and maintenance for all newly installed hardware and software; maintains an inventory of IT systems equipment used by the City.

• Maintains accurate documentation; creates, updates and closes tickets using the help desk platform in a timely manner, follows and provides updates to standard operating procedures; creates knowledge base and frequently asked questions documentation.

• Performs other duties of a similar nature and level as assigned.

Minimum Qualifications

The following are minimum qualifications necessary for entry into the classification:

EDUCATION:

• Associate's degree in computer technology related to area of assignment.

EXPERIENCE:

• Two (2) years of related experience

LICENSE/CERTIFICATION:

Depending on assignment, some positions may require:

• Technical specialty certification

• Valid California Class C Driver's License with a satisfactory driving record.

OTHER REQUIREMENTS:

• Must be able to effectively communicate in English, both orally and in writing

General Information

APPLICATION PROCESS:

• Submit NEOGOV/Government Jobs on-line application.

• Complete and submit responses to the supplemental questions, if required.

• Upload resume, cover letter, proof of degree (transcript), or other requested documents.

Your application may be rejected as incomplete if you do not include the relevant information in the online application and include the information only on the resume. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted. Cover letters and/or optional resumes are not accepted in lieu of a completed application.

The list of qualified candidates established from this recruitment may be used to fill other full-time, part-time, and temporary assignments. There is currently one (1) full-time vacancy within the Information Technology Department.

Selected candidate(s) must pass a thorough background investigation.

UNION MEMBERSHIP: Positions in this classification are represented by the International Union of Operating Engineers (IUOE).

NOTE: For most positions, the City of Oxnard relies on office automation (Microsoft Office/Google) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work.

Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all positions.

Employees are required to participate in the City's direct deposit plan and are paid on a bi-weekly basis.

This position requires a 12 month probationary period.

Pursuant to California Government Code Section 3100, all public employees are required to serve as disaster service workers subject to such disaster service activities as may be assigned to them.

EQUAL OPPORTUNITY: The City of Oxnard is an Equal Opportunity Employer and welcomes applications from all qualified applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, medical condition, disability or sexual orientation.

REASONABLE ACCOMMODATION: The City of Oxnard makes reasonable accommodation for individuals/people with disabilities. If you believe you require special arrangements to participate in the testing process, you must inform the Human Resources Department in writing no later than the filing date. Applicants who request such accommodation must document their request with an explanation of the type and extent of accommodation required.

LEGAL REQUIREMENT: On the first day of employment, new employees must provide proof of citizenship or documentation of legal right to work in the United States in compliance with the Immigration Reform and Control Act of 1986, as amended. The City participates in E-Verify and will provide the federal government with you. Form I-9 information confirms that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, please contact DHS. 888-897-7781 dhs.gov/e-verify.

If you have any questions regarding this recruitment, please contact Annette Adams at annette.adams@oxnard.org or (805) 200-5448.

NOTE: The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.

Retirement Contributions:

New members (as defined by PEPRA), 2% @ 62; "Classic" members 2% @ 55. The employee will be required to pay a portion of their annual earnings toward their retirement. The City of Oxnard does not participate in social security.

Vacation Accrual Rates:

Full time employees accrue vacation leave at a rate of 4.39-8.08 hours per pay period based on years of service.

Sick Leave Accrual Rate:

Full time employees accrue sick leave at a rate of 3.70 hours per pay period.

Deferred Compensation:

The City contributes 1% to a deferred compensation program.

Bilingual Pay:

A regular full time employee may receive bilingual pay at the rate of $50.00-$125.00 bi-weekly depending on the level the employee is required to provide bilingual services as determined by the City Manager or designee.

Educational Incentive:

Employees earn educational incentive pay for educational attainments not required by the classification. The educational incentive pay is as follows: Associates degree

• 2.5%, Bachelor's degree

• 3%, Graduate degree

• 3.5%

Health and dental:

Employees can choose from a variety of medical plans provided by the City. The City's contribution to medical coverage is outlined below:

Level One

• For employees hired before January 1, 2023, the City contributes $1,543.00 per month toward medical insurance premiums and an additional $74.21 per month toward dental insurance premiums. Employees will receive cash back if the medical plan they choose is less than the City's monthly contribution of $1,543.00 per month. Employees who waive medical insurance will receive cash back in the amount $1,243.00 per month provided they provide proof of other qualifying coverage. Any unused dental premium monies are paid to the employee. If employees hired prior to January 1, 2023 make any changes to their health plan, they will be placed in level two.

Level Two

• For employees hired on or after January 1, 2023, the City will contribute $1,863.00 towards medical insurance premiums with no cash back. Employees who waive medical insurance will receive $500.00 per month cash back provided they show proof of other qualifying coverage. The City will continue to provide $74.21 per month towards dental insurance.

Life Insurance:

City employees receive Basic Life Coverage and have the option to purchase additional insurance.

Tuition Reimbursement:

Full-time employees are eligible for 100% reimbursement of the costs of tuition, registration fees, laboratory fees, and books to a maximum of $1,000 per fiscal year for work related coursework.

Holidays:

The City observes 12 holidays per year.