Client Services Technician (As-Needed)

City of Santa Monica•Santa Monica, CA

6d•Onsite

About The Position

Provides routine to complex technical support of city computer systems, software applications, mobile technologies, and telecommunications equipment. Responds to service desk by troubleshooting and resolving complicated operating system problems, including hardware, software, network and telecommunications issues, in an enterprise network. The current vacancy is in the Library and is part-time, not to exceed 20 hours.

Requirements

Knowledge of: Microsoft® Windows desktop operating system, Intune and Active Directory
Microsoft® Office 365
Mobile Phones and Tablets
Apple MacOS and Apple hardware support
Networking principles, standards, and protocols, such as the Internet Protocol Suite (TCP/IP), Domain Name System (DNS), and Dynamic Host Configuration Protocol (DHCP)
Operation of Local and Wide Area Networks (LAN, WAN)
Installation, troubleshooting and maintenance of hardware systems, software applications and peripheral equipment
Desktop management and scripting tools, such as Jamf, Intune and Autopilot
Anti-virus/security programs
Diagnostic and troubleshooting techniques for various hardware, software and telecommunications equipment
Principles and procedures for asset and configuration management
Principles and procedures for IT service management
Enterprise-wide IT service management tools, such as ServiceNow
Effective customer service techniques pertaining to incident resolution and service request fulfillment
Ability to: Interpret, analyze and resolve various hardware and software application problems
Diagnose and troubleshoot issues with computer hardware, software, business applications, mobile, telecom, and peripheral devices
Install, configure and maintain computer hardware, software, business applications, mobile, telecom hardware and peripheral devices
Adapt to new technology and learn new software applications
Learn and apply Information Technology Infrastructure Library (ITIL) best practices
Develop and deploy automated computer images and software distribution packages
Communicate clearly and effectively, both orally and in writing
Provide informal instruction and assistance to employees of varying computer skill levels
Work independently and collaborate with others to accomplish common goals, deadlines and service level agreements
Lift and carry objects of moderate weight
Prepare and maintain clear and concise records and reports
Organize and prioritize multiple tasks
Read and interpret schematics, reference manuals, and support documentation
Understand and follow oral and written instructions
Establish and effective and cooperative working relationships with City employees and the public
Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
Provide effective customer service
Refine, contribute and author organization-wide and IT facing knowledge base articles
Skill in: Operating, diagnosing, troubleshooting and maintaining hardware, software, and peripheral devices in a network environment
Installing software using automated and manual deployment methods
Providing technical support over the phone and using remote assistance tools
Graduation from high school or the equivalent.
One year of recent paid experience providing computer systems support involving troubleshooting of desktop operating systems and client/server software applications in an enterprise network environment.
Possession of a valid Class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

Nice To Haves

Possession of Microsoft Technology Associate (MTA) certification towards IT infrastructure track or a higher-level Microsoft Certified Professional certificate is desirable.

Responsibilities

Provides journey-level technical support to city computers, laptops, printers, VoIP-based telephones, mobile technology, software, and computer peripherals using diagnostic and troubleshooting techniques in accordance to prescribed service level agreements and departmental policies and procedures.
Responds to service desk incidents and requests in-person, via e-mail, telephone, or remote support session as necessary.
Monitors work orders assigned to the appropriate queue and ensures proper resolution of tickets in accordance with departmental policies and procedures.
Performs maintenance, installs, moves, adds, changes and decommission on computers, printers, mobile technology, telecommunications equipment, and peripheral devices running in an on-premise and cloud environment.
Uses endpoint management and scripting tools to deploy automated installation images and software packages.
Performs routine installations of software applications and software updates.
Fulfills complex requests received through the service desk, including computer installations, software installations, printer changes, VoIP-based telephone installations, computer configurations, and peripheral hardware swaps.
Utilizes remote assistance tools and on-line resources to troubleshoot and resolve computer hardware and software problems and network issues.
Performs password support for users and updates to security groups.
Assists with completing changes to the City’s telecom system and VoIP-based telephones as requested.
Assists with installation and initial troubleshooting of equipment in network closets and switch rooms.
Assists with the deployment of security patches and security remediations updates on computer systems.
Communicates with suppliers and service providers regarding hardware and software support issues.
Estimates cost of replacement and repairs, and coordinates parts and equipment orders with service and warranty vendors.
Contributes technical articles to the technical support knowledge base.
Develops technical and instructional documentation on various topical matters relating to how-to, process flows, software installations and security patch installs.
Assists in computer systems planning, implementation, and special projects, as needed.
Applies Information Technology Infrastructure Library (ITIL) best practices on service desk processes and management.
Recommends improvements to optimize technical support processes and customer services programs.
Escalates technical support and vendor issues to the Client Services Supervisor, as needed.
Contributes to service delivery improvement projects and related activities.
Performs other duties, as assigned.