Service Desk Specialist/Senior Service Desk Specialist (Temporary)

The Service Desk Specialist/Sr. Service Desk Specialist position is a progressively responsible, high-level position in the Information Technology Department that provides systems management and integration for personal computers, laptops, mobile devices and supports applications running in a Microsoft Windows Server and LAN/WAN environment. Work is performed independently and under the supervision of the IT Service Desk Supervisor.This position will require a 100% in-office, Monday through Friday, 8:00 a.m. to 5:00 p.m. schedule. This position is a temporary, full-time, benefited position that is authorized for up to two (2) years from the date of hire. Progression from the Service Desk Specialist position to the Senior Service Desk Specialist position typically requires that the employee meet all the requirements of the Technical Support Specialist position as listed below and has three (3) or more years of experience successfully performing Technical Support Specialist duties, at the City of Westminster or through previous comparable employment.The full salary range for this position is stated above. The starting range of pay is dependent on qualifications and experience of each individual candidate. The City of Westminster has a Multilingual Stipend Program to encourage, and reward benefited employees who are conversationally fluent in languages other than English. Benefited employees have the opportunity to test their language proficiency skills and qualify for a bi-weekly stipend that will vary based on the employee's level of proficiency and usage.The City's work culture encourages passionate, positive and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service - People - Integrity - Respect - Innovation - Teamwork).This position supports the goals of the Information Technology Department, which delivers exceptional value and quality of life through the deployment and support of innovative technologies and SPIRIT.Every employee is accountable to:Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priorityCommunicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedbackAct as an ambassador by understanding and fostering the organization's mission and visionExhibit pride in self, the department, the city, and the community; conduct self in a professional mannerDemonstrate integrity and build trust through credibility, reliability, commitment, loyalty, and ethical behaviorAddress difficult or contentious issues in a constructive mannerSupport/promote change; demonstrate flexibility, and take calculated risks when appropriateParticipate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organizationWork to continuously improve the efficiency and effectiveness of the service or product being deliveredDemonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectivesValue diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differencesGENERAL COMPETENCIESCitywide - Every employee in this position is accountable to:Establish effective interpersonal relationships through honest, open communication and follow-through on commitmentsRecognize personal strengths and weaknesses, and target areas for personal self-developmentDemonstrate initiative in performing job tasksExhibit problem-solving skills leading to sound judgment and quality decisionsAchieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independentlyCommunicate effectively with individuals and groups using clear and concise verbal and written communicationsDemonstrate accountability for work, and take ownership in job performanceDemonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall productJob Specific - Every employee in this position must be able to:Ensure a high level of performance for mission critical systems and business applicationsUtilize excellent analytical skills, creativity and problem-solving skills for configuration and troubleshooting of personal computers, laptops and mobile devices.Establish work priorities as a team memberCommunicate clearly, concisely and effectively technical concepts and technology solutions to management and personal computer usersRead and comprehend technical manuals to install and configure hardware and software and troubleshoot personal computer, laptops and software application problemsFollow departmental goals and directivesRespond to user requests and concerns in a prompt mannerEstablish and maintain effective working relationships with City management, vendors, system users, supervisors, other employees and the publicHandle multiple priorities and work with minimal supervisionEssential Job Functions, Duties, Responsibilities, and TasksProvide computer and laptop support, service center operations, and business application administration, including:Install, configure, modify and maintain computer, laptops and software and patches; provides application support and other softwareInstall new software releases, system upgrades and resolves software related problemsPerform system backups and recoveryUse automated tool for deployment of software upgrades and patchesMaintain data files and monitors system configuration to ensure data integrity performs monitoring and tuning of business applicationsDeploy hardware and software upgrades for computers and laptops and perform upgrades or coordinates upgrades through Systems Administrator SupervisorTroubleshoot network connectivity issues for LAN/WAN clients in a Windows Server environmentSupport internal and external electronic mailHandle system troubleshooting, including:Provide systems management, integration and troubleshooting for all supported personal computer hardware, software and peripheralsPrepare and maintains related documentation for installation, configuration, troubleshooting and disaster recoveryParticipate in the annual PC deployment processPossess a valid driver's license and operate City vehicles in a safe and responsible mannerMaintain regular and punctual attendanceOther Duties and ResponsibilitiesIncumbent is accountable for all duties of this job, and other projects and responsibilities may be added at the City's discretion.Education, Experience, Skills, Formal Training, Licenses, and CertificationsRequired:Previous experience in Information Technology performing support for computers, laptops and mobile devices in a LAN environmentExperience with Windows 10 and 11, Microsoft 365 Apps for enterprise, and other third-party applicationsPossess and maintain a valid driver's license and safe driving record throughout employmentFormal education or training related to one or more of the following: Windows server, Windows desktop, or other Microsoft technologiesAssociates degree or greater in Computer Science or related fieldMust possess or complete the following within six months of employment, and maintain current certification throughout employment:A+ CompTIA CertificationDell Hardware PC Support Certification* Ability to pass the Criminal Justice Information Services (CJIS) background checkPreferred:Three (3) or more years of professional work experience in Information Technology performing support for computers, laptops, and mobile devices in a LAN environmentAny equivalent combination of education, training, and experience, which would provide the required knowledge and skills, may be consideredBachelor's degree in computer science or related fieldPhysical RequirementsWork is sedentary in nature and requires sufficient physical stamina and strength for:Constant sitting to perform daily tasks; occasional walking through a multilevel facility to retrieve information; frequent standing, sometimes for extended periodsFrequent squatting, reaching above shoulder, and twisting to file documents and lift supplies and material; occasional bending, kneeling, climbing, balancing, and reaching below shoulder to store documents, material, and suppliesConstant light grasp, fine manipulation, and handling to perform daily duties; occasional firm grasp to safely use equipmentFrequent lifting, carrying, and pushing and/or pulling of up to ten (10) pounds to move material and supplies; occasional lifting and pushing and/or pulling of up to 25 pounds with dollies and cartsWORKING CONDITIONSWork is constantly performed indoors. This is primarily sedentary office work. Must demonstrate the ability to meet the physical demands of the job, including the ability to retrieve information from various locations in the office when needed. Exposure to periods of high activity and stress under demanding conditions. The position requires a great deal of communication with City employees, the public, and outside agencies.Required Materials and EquipmentPersonal computer, laptops and parts, printer, peripheral equipment, telephone, servers, computer reference materialsPRE-EMPLOYMENT REQUIREMENTSBackground checks will include employment references and criminal history, and when applicable, credit check, driver license record, and education verificationMust be able to pass the FBI Criminal Justice Information Services (CJIS) background check due to access to sensitive areasDrug screenPhysicalMust be legally entitled to work in the United States