What are the responsibilities and job description for the Information Technology Services Specialist III position at City of Forest Grove?
Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
JOB OBJECTIVES:
The Senior IT Support Specialist provides a variety of advanced technical customer service related to the operation and maintenance of computer hardware and software applications with the City of Forest Grove’s Information Technology Division; installs, maintains, and troubleshoots operational issues with computer workstations, mobile devices, Internet of Things (IoT) devices, printers, operating systems, software applications, servers, network support, voice communications, and cybersecurity best practices.
SUPERVISION RECEIVED AND EXERCISED:
The Senior IT Support Specialist receives general direction from assigned management, supervisory, or professional staff.
This position may act in a lead capacity role in training and providing functional or technical oversight over IT Support Staff.
DISTINGUISHING CHARACTERISTICS:
This is the advanced journey level class in the IT Support Specialist series. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed and the complexity of duties assigned. Employees perform the most difficult and responsible types of duties assigned to classes within this series.
Employees at this level are required to be fully trained in all procedures related to the assigned area of responsibility and may act in a lead role in the training and functions oversight of IT support staff in lower tiers.
QUALIFICATIONS
Knowledge of:
Operations, services and activities of an information systems program.
Principles and practices of computer science and information systems.
Operational characteristics of various computer systems, applications and peripheral equipment.
A wide variety of network and microcomputer hardware and software applications, including networking essentials and peripheral equipment.
Data processing terminology and methodology.
Modern office practices and procedures.
Best practices and methodologies for providing effective customer service.
Best practices of security concepts and compliances
Principles of training end users and explaining information in a clear manner.
Ability to:
Operate personal computers, printers and other peripheral equipment.
Install, configure, troubleshoot and/or repair computer and network hardware and software problems.
Develop and conduct training programs for client-server applications and programs.
Translate technical solutions into user friendly language suitable for customers with little experience with information technology.
Provide assistance and coaching to other technicians with regard to customer-oriented solutions.
Patiently assist users at all levels when troubleshooting of problems.
Any combination of education and experience that would likely provide the required knowledge and abilities may be qualifying. A typical way to obtain the knowledge and abilities would be:
Education:
• Associate degree in computer science or closely related field of study AND three (3) years of experience providing computer hardware and software support. OR
• Bachelor’s degree in computer science or closely related field of study AND one (1) year of experience providing computer hardware and software support.
Experience:
• In lieu of a degree, candidates must have a minimum of five (5) years of experience providing computer hardware and software support.
License or Certificate:
• Possession of an appropriate, valid driver’s license.
• Possession of or ability to obtain within 3 months of appointment: Criminal Justice Information Systems (CJIS) certification. This is issued via our police department.
Additional Requirements:
• Must be able to pass an extensive background investigation.PHYSICAL DEMANDS AND WORKING CONDITIONS
The physical demands herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.
Environment: Normal office setting with exposure to computer screens and related equipment; with frequent travel to and from City facilities.
Mobility: Incumbent may require maintaining physical condition necessary for walking, standing or sitting for prolonged periods of time; extensive use of computer keyboard; work using fine motor skills, moderate or light lifting, moving and carrying of equipment up to 50 pounds; bending, stooping, kneeling, crawling; operation of motorized vehicles.
Vision, Hearing & Communication: Vision sufficient to read small printed documents, computer screens and other documents and to operate and repair assigned equipment. Hearing and speech sufficient to communicate in person and over the telephone.
ADDITIONAL INFORMATION:
Position Status
This position is full-time, non-exempt and is represented by AFSCME (American Federation of State, County and Municipal Employees).
JOB OBJECTIVES:
The Senior IT Support Specialist provides a variety of advanced technical customer service related to the operation and maintenance of computer hardware and software applications with the City of Forest Grove’s Information Technology Division; installs, maintains, and troubleshoots operational issues with computer workstations, mobile devices, Internet of Things (IoT) devices, printers, operating systems, software applications, servers, network support, voice communications, and cybersecurity best practices.
SUPERVISION RECEIVED AND EXERCISED:
The Senior IT Support Specialist receives general direction from assigned management, supervisory, or professional staff.
This position may act in a lead capacity role in training and providing functional or technical oversight over IT Support Staff.
DISTINGUISHING CHARACTERISTICS:
This is the advanced journey level class in the IT Support Specialist series. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed and the complexity of duties assigned. Employees perform the most difficult and responsible types of duties assigned to classes within this series.
Employees at this level are required to be fully trained in all procedures related to the assigned area of responsibility and may act in a lead role in the training and functions oversight of IT support staff in lower tiers.
ESSENTIAL JOB FUNCTIONS:
1. Provides advanced technical support to the City’s information technology program, including desktop, hardware, software, network connections, devices and equipment.
2. Installs, maintains, and troubleshoots operational issues related to networked computers, printers, and other devices.
3. Troubleshoots loading of operating systems, drivers, and applications on networked devices including personal computers.
4. Adheres to standards for configuration and resource management consistent with defined best practices and mandates related to security and compliance.
5. Serve as liaison for research, troubleshooting, and resolution of issues relating to information technology; provide technical support and information to vendors, outside consultants, and contractors.
6. Serves as a technical resource for maintaining, enhancing, and upgrading the department's current and long-term computer system operations.
8. Researches, evaluates, and purchases computer equipment and supplies.
9. Orders and maintains inventory, tracks and receives a variety of computer systems and telecommunications equipment, software applications supply, training materials, and related needs adhering to established purchasing policies.
10. Represents the department at conferences on specialized topics, meetings with appropriate vendors, and reviews publications and industry documentation to become and remain current on principles, practices, and new developments in assigned work areas.
11. Coordinates with contracted vendors to resolve problems with system applications, servers, network support, and voice communications.
12. Assists in training and advising subordinate staff on effective operating procedures.
13. Enforces information technology operational policies and procedures.
14. Assists in maintenance of data integrity with backup, archive, and recovery processes and assists with implementing and maintaining procedures for disaster recovery.
15. Advises the IT Team on support process improvements that enhance service quality and user satisfaction and advises leadership on lifecycle and budgeting of client services hardware and software solutions.
16. Works with the IT Team to design (as assigned), implement, and maintain sustainable IT managed services.
17. Develops and modifies user accounts within domain structure and troubleshoots user account problems.
18. Tracks and monitors service efforts and implements work plan requests in relation to the capacity and limitations of computer hardware, operating time, and available personnel.
19. Ensures supervisor and other parties involved are apprised of work progress including present and potential work problems and makes suggestions for new or more effective ways to address customer service issues.
20. Communicates and interfaces with end users; instructs end users concerning computer systems and software applications in a clear and timely manner.
21. Contribute to a positive work environment.
22. Maintain regular, predictable attendance and punctuality.
23. Perform other directly related duties consistent with the role and function of the classification.
1. Provides advanced technical support to the City’s information technology program, including desktop, hardware, software, network connections, devices and equipment.
2. Installs, maintains, and troubleshoots operational issues related to networked computers, printers, and other devices.
3. Troubleshoots loading of operating systems, drivers, and applications on networked devices including personal computers.
4. Adheres to standards for configuration and resource management consistent with defined best practices and mandates related to security and compliance.
5. Serve as liaison for research, troubleshooting, and resolution of issues relating to information technology; provide technical support and information to vendors, outside consultants, and contractors.
6. Serves as a technical resource for maintaining, enhancing, and upgrading the department's current and long-term computer system operations.
8. Researches, evaluates, and purchases computer equipment and supplies.
9. Orders and maintains inventory, tracks and receives a variety of computer systems and telecommunications equipment, software applications supply, training materials, and related needs adhering to established purchasing policies.
10. Represents the department at conferences on specialized topics, meetings with appropriate vendors, and reviews publications and industry documentation to become and remain current on principles, practices, and new developments in assigned work areas.
11. Coordinates with contracted vendors to resolve problems with system applications, servers, network support, and voice communications.
12. Assists in training and advising subordinate staff on effective operating procedures.
13. Enforces information technology operational policies and procedures.
14. Assists in maintenance of data integrity with backup, archive, and recovery processes and assists with implementing and maintaining procedures for disaster recovery.
15. Advises the IT Team on support process improvements that enhance service quality and user satisfaction and advises leadership on lifecycle and budgeting of client services hardware and software solutions.
16. Works with the IT Team to design (as assigned), implement, and maintain sustainable IT managed services.
17. Develops and modifies user accounts within domain structure and troubleshoots user account problems.
18. Tracks and monitors service efforts and implements work plan requests in relation to the capacity and limitations of computer hardware, operating time, and available personnel.
19. Ensures supervisor and other parties involved are apprised of work progress including present and potential work problems and makes suggestions for new or more effective ways to address customer service issues.
20. Communicates and interfaces with end users; instructs end users concerning computer systems and software applications in a clear and timely manner.
21. Contribute to a positive work environment.
22. Maintain regular, predictable attendance and punctuality.
23. Perform other directly related duties consistent with the role and function of the classification.
QUALIFICATIONS
Knowledge of:
Operations, services and activities of an information systems program.
Principles and practices of computer science and information systems.
Operational characteristics of various computer systems, applications and peripheral equipment.
A wide variety of network and microcomputer hardware and software applications, including networking essentials and peripheral equipment.
Data processing terminology and methodology.
Modern office practices and procedures.
Best practices and methodologies for providing effective customer service.
Best practices of security concepts and compliances
Principles of training end users and explaining information in a clear manner.
Ability to:
Operate personal computers, printers and other peripheral equipment.
Install, configure, troubleshoot and/or repair computer and network hardware and software problems.
Develop and conduct training programs for client-server applications and programs.
Translate technical solutions into user friendly language suitable for customers with little experience with information technology.
Provide assistance and coaching to other technicians with regard to customer-oriented solutions.
Patiently assist users at all levels when troubleshooting of problems.
Identify, coordinate, and implement the resolution of computer software and hardware operational problems.
Ability to maintain a wide variety of network and computer hardware and software.
Establish and maintain cooperative working relationships with individuals and groups who come from diverse backgrounds and represent members of the public, coworkers, and/or vendors.
Communicate effectively both orally and in writing.
Education and Experience GuidelinesAbility to maintain a wide variety of network and computer hardware and software.
Establish and maintain cooperative working relationships with individuals and groups who come from diverse backgrounds and represent members of the public, coworkers, and/or vendors.
Communicate effectively both orally and in writing.
Any combination of education and experience that would likely provide the required knowledge and abilities may be qualifying. A typical way to obtain the knowledge and abilities would be:
Education:
• Associate degree in computer science or closely related field of study AND three (3) years of experience providing computer hardware and software support. OR
• Bachelor’s degree in computer science or closely related field of study AND one (1) year of experience providing computer hardware and software support.
Experience:
• In lieu of a degree, candidates must have a minimum of five (5) years of experience providing computer hardware and software support.
License or Certificate:
• Possession of an appropriate, valid driver’s license.
• Possession of or ability to obtain within 3 months of appointment: Criminal Justice Information Systems (CJIS) certification. This is issued via our police department.
Additional Requirements:
• Must be able to pass an extensive background investigation.PHYSICAL DEMANDS AND WORKING CONDITIONS
The physical demands herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.
Environment: Normal office setting with exposure to computer screens and related equipment; with frequent travel to and from City facilities.
Mobility: Incumbent may require maintaining physical condition necessary for walking, standing or sitting for prolonged periods of time; extensive use of computer keyboard; work using fine motor skills, moderate or light lifting, moving and carrying of equipment up to 50 pounds; bending, stooping, kneeling, crawling; operation of motorized vehicles.
Vision, Hearing & Communication: Vision sufficient to read small printed documents, computer screens and other documents and to operate and repair assigned equipment. Hearing and speech sufficient to communicate in person and over the telephone.
ADDITIONAL INFORMATION:
Appropriate documentation, including the City's Veteran Preference Form, verifying veteran status must be submitted if claiming veteran's preference. Applications will be screened through an evaluation of skills, experience and work history. Please note that the Education and Experience sections of the application must be filled out completely and truthfully. Resumes will not be accepted in lieu of the required application. Incomplete applications may be disqualified from the selection process. Selected candidates will be invited to participate in an interview process.
A comprehensive background investigation, which will include fingerprinting, will be conducted on the finalist. This link outlines the types of questions and information you may be asked to provide as part of the background investigation process. Do not fill this form out unless asked to do so.
Position Status
This position is full-time, non-exempt and is represented by AFSCME (American Federation of State, County and Municipal Employees).
Salary : $74,916 - $91,164