IT Support Specialist

City of Pasadena • Pasadena, CA

7d

About The Position

The City of Pasadena’s Department of Information Technology is hiring an IT Support Specialist for its customer-focused Service Center team. The role performs first- and second-tier problem analysis and resolution, workstation support, customer assistance and training, and installation, configuration, testing, and maintenance of customer computer hardware, software, wireless devices, and telephone equipment. Other related duties may be assigned.

The specialist serves on either the Tier 1 Service Desk or Tier 2 Field Service team and provides on-site and remote support, including repair and maintenance of hardware and software. The position may involve field work at locations throughout the City and supporting and maintaining Police Department computing equipment. Work may be required on evenings, weekends, and holidays. A comprehensive Police Background Investigation is required as a condition of employment. Microsoft Certified Professional (MCP) certification or an equivalent certification such as CompTIA A+ must be obtained by completion of probation as a condition of continued employment.

The ideal candidate has experience with some or all of the listed Microsoft administration and endpoint tools, service-management processes, and video-conferencing platforms, along with strong listening, written, and verbal communication skills. The role offers exposure to other IT disciplines, including Network Infrastructure, Enterprise Computing, GIS, Information Security, and Application Development.

Requirements

• Graduation from an accredited two-year college or technical school with coursework in computer technology and at least three years of progressively responsible experience in end-user support, or an equivalent combination of training and experience.
• Valid California Class C driver's license and ability to comply with the City's Motor Vehicle Safety Policy during employment.
• Obtain Microsoft Certified Professional (MCP) certification or an equivalent certification such as CompTIA A+ by completion of probation as a condition of continued employment.
• Complete a comprehensive Police Background Investigation as a condition of employment.
• Excellent listening, written, and verbal communication skills.
• Demonstrated initiative, responsibility, ability to exceed customer expectations, and ability to manage time with competing priorities.

Nice To Haves

• Experience with Microsoft System Center Configuration Manager, Office 365, Endpoint Manager, Active Directory user and computer management, Azure Active Directory, Microsoft Intune device provisioning, and ServiceNow Incident, Request, and Knowledge Management.
• Experience using and managing video-conferencing platforms such as Microsoft Teams, Zoom, WebEx, and GoToMeeting.

Responsibilities

• Perform first- and second-tier analysis and resolution of Service Center problem calls.
• Provide workstation support and assist and train customers.
• Install, configure, test, and maintain customer computer hardware, software, wireless devices, and telephone equipment.
• Install, maintain, and troubleshoot computer equipment, communications systems, operating systems, hardware, software, printers, and mobile devices.
• Serve on the Tier 1 Service Desk or Tier 2 Field Service team in the Service Center.
• Repair and maintain hardware and software systems, providing on-site and remote customer support.
• Perform related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree