Computer Support Technician



Computer Support Technician

Salary

$32.23 – $43.18 Hourly

Location

Tacoma, WA

Job Type

Classified

Job Number

0124-24

Department

City of Tacoma – CITY WIDE LIST

Opening Date

10/07/2024

Closing Date

10/21/2024 5:00 PM Pacific

Description

Benefits

Questions

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 Citys 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?

Were 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.

Youll 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 youre saying!)

The ability to work independently and self-motivate in a professional but fun environment while remaining cool under pressure is essential.

Qualifications

Associates 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 Drivers 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 Citys standard workstation operating systems.

Networking concepts and impacts on workstation configuration.

Capabilities of computers and peripheral equipment.

Use of Citys 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

Tacomas diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacomas 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 age 26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 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.

01

The Supplemental Questionnaire is part of the examination process; accordingly, it should be completed carefully. It must be submitted with your application. Do not indicate “see resume” or copy unrelated content from your resume when answering these questions. Answer all information requested in each question. Failure to do so may result in rejection of your application. I certify that the information provided is accurate and complete to the best of my knowledge. I understand that any falsification may cancel any terms, conditions, or privileges of employment.

Yes

No

02

Applicants must be authorized to work in the United States for any employer. There is no sponsorship available for this position. Will you now or in the future require sponsorship for employment visa status (e.g., H-1B status)?

Yes

No

03

Which best describes your highest level of education?

High school or GED

Some College

Associates degree

Bachelors degree

Masters degree

PhD or other

None of the above

04

How many years of experience do you have in progressively responsible professional computer support in a network environment?

Less than one year

One to two years

Two to four years

Four to six years

Six to seven years

Seven to eight years

Eight to ten years

Ten or more years

05

INSTRUCTIONS FOR THE EXPERIENCE AND TRAINING TEST:

Questions #6-17 are the experience and training test that will be used to establish the eligibility list. These questions will be scored by subject matter experts who will not have access to any of your application materials, and will provide scores based solely upon your answers to the questions. Your answers must stand on their own merit. DO NOT RESPOND WITH “SEE RESUME” in lieu of answering this question, as raters will not have access to your resume or application and this will result in a score of 0 points and you will fail the test. Your score on the experience and training test will ONLY reflect your response to the questions asked.

Please indicate “Yes” that you have read and understand the instructions for questions #6-17.

Yes

No

06

Do you have CompTIA A certification or equivalent experience or training?

Yes

No

07

Do you have a Microsoft Certified Desktop Support Technicians certification?

Yes

No

08

Do you have advanced knowledge of administering Windows/Intel personal computers in a managed PC environment?

Yes

No

09

Describe your experience in the following: configure, install, maintain, and troubleshoot various hardware platforms and their operating systems (Windows, Apple, Etc) such as PC desktop, workstation, notebook, tablet and smartphones

10

Please describe your knowledge and experience using Microsoft Active Directory to create user and computer accounts

11

Please describe your knowledge of virtual desktop configuration and installation

12

Please describe your knowledge and experience troubleshooting network connectivity, VPN, and remote connections for end user devices

13

Please describe your knowledge of best practices when it comes to general end user and network security concepts and practices

14

What is your experience with ITSM/ticketing tools

15

What is the hardest technical problem you have run into? How did you solve it?

16

Some Computer Support Technician positions may be temporary in nature (six to nine months, one year, etc.). Would you be interested in a temporary position?

Yes

No

17

One of the Citys Principles that guides us is Equity. Describe what equity means to you and describe an experience you have working with diverse groups of people.

18

Please tell us how you learned about this job opening.

Job Interest Card notification

Professional organization

Military organization

City of Tacoma employee

Online job board posting

Word of mouth

LinkedIn

Indeed

Facebook

Instagram

Careers in Government

Government Jobs

Outreach Event

National Diversity Network

African American Job Network

Asian Job Network

Disability Job Network

Latino Job Network

Retirement Job Network

LGBT Job Network

Veteran Job Network

Other

19

If you answered “other” to the question above, please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings.

Required Question

Agency

City of Tacoma

Address

Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

Phone

253-591-5400

Website

http://www.cityoftacoma.org

Apply

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