Technical Support/ Applications Support Specialist- Bellingham, WA

Employer: City of Bellingham

Job Description:
Closing Date/Time: Tues. 1/18/22 4:30 PM Pacific Time
Starting salary rate is at Step 1 ($33.16/hour) for full time positions. The full salary range for this position is $33.16/hour - $40.41/hour.

This recruitment process will create a register that will be used to fill anticipated vacancies. This register will be used to fill part-time or full-time vacancies should they occur. There is currently one (1) Full Time position (40 hours per week) for a Mobile Technology Support Specialist with the Information Technology Department.

Mayor Seth Fleetwood announced on September 21, 2021 that obtaining full COVID-19 vaccination no later than December 3, 2021 will be a condition of employment for all City employees. You can read the full announcement here.

This position performs work in two different functional areas. Time is divided between administration and technical leadership of mobile device management software, and technical support for mobile devices, related software, and apps. Serves as the technical lead for the evaluation, installation, and support for a variety of devices, software, and services related to the use of mobile technology at the City.

The Civil Service Eligibility Register will remain in effect for six months. This position is represented by a union.

NATURE OF WORK:
The Technical Support/Applications Support Specialist performs work in two different functional areas. Time is divided between technical support for City employees using client computers and mobile devices, and support for assigned applications.

For Technical Support Duties: performs a variety of work for City departments including troubleshooting, diagnosing and resolving problems with client computers, mobile devices, peripherals, operating systems, local area networks (LAN's), wireless networks (WiFi), mobile broadband, and virtual private networking (VPNs). Assists City employees with questions and problems they have using a variety of client applications and provides instruction on software capabilities.

On Major Information Technology Systems: performs technical evaluation, installation, maintenance, and support for a variety of applications. Provides professional-level systems administration and consultative support under minimal supervision. Provides leadership in researching and identifying appropriate technology solutions to business function needs and requests. Draws from expressed needs and solutions of all clients at all levels of the organization. Coordinates with City departments on implementation and maintenance of major systems. Collaborates with application/database/network technical staff to engineer and implement solutions. Researches and recommends best practices and new technologies. May provide back up support for major city systems. Develops detailed requirements, analysis and recommendations on potential software acquisitions.

ESSENTIAL FUNCTIONS: TECHNICAL SUPPORT AND TRAINING:
- Assists City employees with problems experienced with client applications supported by Information Technology Services (ITS). Provides high quality, detailed consultation; technical support; and troubleshooting with an emphasis on customer satisfaction. Works with Network Operations staff in addressing network connectivity problems.
- Troubleshoots, diagnoses and repairs client computers, mobile devices, printers and other peripherals. Uses diagnostic tools to identify hardware problems and initiates warranty repair or replacements.
- Prepares newly acquired client computers, mobile devices, printers and peripherals for various City departments. Handles receipt of product (unpacks and verifies shipment against purchase order); tests equipment; completes software license registrations required; maintains inventory records; prepares items for delivery, including installation of software; and schedules delivery to department. Transports and installs equipment.
- Provides instruction to employees on features and capabilities of software packages and assists employees with utilizing application software to meet their needs.
- Stays current with developments and changes in the client computer, mobile device and related hardware and applications software industries. Reviews and tests new hardware and software applications for potential use by City departments.
- Assists with ensuring City-wide compliance with security best practices, policies and procedures.
- Provides technical support and/or testing assistance to assigned project teams.

ADDITIONAL WORK PERFORMED:
- Performs help desk functions for clients as required. Utilizes the City's help desk system to ensure that all client computer and software problems referred are recorded and resolved in a timely manner.
- Performs related duties as assigned.

ESSENTIAL FUNCTIONS OF THE JOB: APPLICATIONS SUPPORT:
- Provides high quality, detailed consultation, technical support and troubleshooting for assigned systems. Serves as administrator for assigned applications. Evaluates current procedures and recommends changes and improvements. Provides instruction on procedures and use of systems software.
- Maintains a close working relationship with vendors to identify and solve problems with software systems. Troubleshoots problems, makes corrective changes to existing configurations through consultation with vendor. Attends user meetings with vendors as needed.
- Develops reports using current tools and technology.
- Analyzes problems with assigned applications and recommends courses of action to address problems. Confers with vendors and/or other technical personnel as needed to resolve problems.
- Develops or contributes to the development of requests for information (RFI's) and requests for proposals (RFP's). Reviews proposals or bids to ensure that vendors meet minimum requirements, provides an analysis of software systems, and assists with software selection process. Performs cost benefit analysis as needed. May participate in project development, planning, budget preparation and monitoring, testing, implementation, communication and training, as assigned.
- Prepares and maintains supplemental documentation for assigned applications. Performs installation of system patches, upgrades and fixes. Makes configuration changes as needed.
- Stays current with developments, trends, procedures and changes in the assigned systems and technology. Recommends upgrades, changes and new software purchases consistent with department and City needs.

ADDITIONAL WORK PERFORMED:
Performs related duties as assigned.

WORKING ENVIRONMENT:
Works extensively at a computer workstation. The work performed is in an office environment with frequent visits to customer's worksites. The person in this position moves client computers and peripherals from one location to another.

Physical ability to perform the essential functions of the job including:
lift and carry approximately 40 pounds;
squat and crawl while installing computer hardware and peripherals;
dexterity of hands and fingers to operate a computer keyboard and mouse
near distance visual acuity to diagnose and resolve technical problems with computer displays and to assure proper operation of computers and software;
ability to exchange verbal information in person and by telephone;
mobility to move between worksites;
ability to sit or stand for long periods of time.

Experience and Training
- B.A. degree in computer science, information systems management, applied networking, mathematics or related field and:
- Two years of experience supporting client computer software and hardware in a multi-site network for a business or municipal environment required, and
- Two years of experience providing support and administration for major applications in a complex environment required.
OR
- An A.A. degree in computer technology or related field and:
- Four years of experience supporting client computing activities in a business, municipal, or other governmental environment, and
- Two years of experience providing support and administration for major applications in a complex environment.
OR
- A combination of experience and training that provides the applicant with the knowledge and skills to perform the job will be considered.
- Depending on assigned position, experience with specific applications will be preferred.

In addition to the above experience and training requirements, the following experience and training are preferred for Mobile Technology Support Specialist:

- B.A. degree in computer science, information systems management, business computer programming, mathematics or related field, and
- Two years of progressively responsible experience supporting, implementing, and providing direct technical support for services in a complex network environment. Experience with Microsoft Active Directory preferred, and
- Two years of experience administering mobile devices and applications using an enterprise management product in a complex environment. Experience using MaaS 360, AirWatch or Microsoft Intune (Apple iOS platform preferred) in a complex environment (security, standards, configurations) preferred, and
- Two years of experience supporting remote workforce via WiFi, Broadband (e.g. 4G/LTE), and VPNs in an enterprise setting.
OR
- A.A. Degree in computer technology or related field, and
- Four years of progressively responsible experience supporting, implementing and providing direct technical support for services in a complex network environment. Experience with Microsoft Active Directory preferred, and
- Two years of experience administering mobile devices and applications using an enterprise management product in a complex environment. Experience using MaaS 360, AirWatch or Microsoft Intune (Apple iOS platform preferred) in a complex environment (security, standards, configurations) preferred, and
- Two years of experience supporting remote workforce via WiFi, Broadband (e.g. 4G/LTE), and VPNs in an enterprise setting.
- Experience in a Service Desk setting strongly preferred.
- Public sector experience desirable.
- A combination of experience and training that provides the applicant with the knowledge and skills to perform the job will be considered.

Necessary Special Requirements
- Employment contingent upon passing a criminal conviction and local background check (see Fair Hiring Practices below).
- Valid Washington State driver's license and good driving record. Must submit a three-year driving abstract prior to hire.
- Some positions may require a background check to include fingerprinting and a polygraph examination. Subject to re-check every five years.
- Some positions may require agreement to and signature of a Privileged Access Confidentiality Agreement.
- Some positions may require willingness and ability to work evenings and weekends as needed.

Selection Process
**You are encouraged to print a copy of this job announcement for your reference as the process moves along**

Please ensure your application is complete and all required information has been provided. Standard completeness means all application fields (contact information, personal information, education, work experience, references, and required supplemental questions). The information provided in your application must support your selected answers in the supplemental questionnaire. Provide as much detail as you believe will fully describe your experience and training.

Cover letters and resumes are not reviewed to determine if your application meets minimum qualifications. Supplemental Questionnaire responses not supported in your application will disqualify you from consideration for this position.

Application Review Process:
1. Minimum Qualifications: Applicants must provide specific, detailed information so an initial determination can be made regarding your level of qualifications for this position. Applicant status will be updated on or around January 19, 2022.
2. Supplemental Question Review: Applicants that meet minimum qualifications will go through a Supplemental Question Review. Relevancy of your experience and training, together with composition, grammar, spelling and punctuation will be considered when evaluating responses. Applicant status will be updated on or around January 27, 2022.
3. The top six (6) scoring applicants from the Supplemental Question Review will be invited to participate in an Oral Board Interview, tentatively scheduled for the week of January 31, 2022.
4. Applicants will be notified via email of Final Scores & Ranks. The final ranking of the register will be based on total scores for the following: Supplemental Question Review (40%) and Oral Board Interview (60%).
The final candidates will be referred to the department for additional assessment.

The Civil Service Eligibility Register will remain in effect for 6 months, or longer as established by the Civil Service Commission at a later date.

Please Note: Candidates will receive updates regarding application status via email. Please be sure to check your email frequently.

Equal Opportunity:
Our environment is characterized by respect for cultural backgrounds, belief systems, and ethnic diversity. The City of Bellingham is an Equal Opportunity Employer and values diversity in its work force. We do not make decisions on the basis of an individual's race, religion, creed, color, national origin, sex, marital status, age (40+), disability, retaliation, sexual orientation or gender identity, honorably discharged veteran or military status, status as a victim of domestic violence, sexual assault, and stalking, use of a trained dog guide or service animal by a person with a disability, or any other basis prohibited by local, state, or federal law. All are encouraged to apply for employment.

Fair Hiring Practices
- The City provides individuals who have been arrested or convicted of a criminal offense an equal and fair opportunity to obtain employment.
- The City will not inquire about an applicant's criminal history until after a conditional job offer has been made.
- The City will disregard the prior arrest and conviction record of an otherwise qualified individual unless the offense is directly related to the job position for which the individual has applied.
- The City will notify an otherwise qualified applicant about a potentially disqualifying conviction and give the applicant an opportunity to submit information regarding the accuracy of the criminal records as well as evidence of mitigation or rehabilitation, as appropriate.

Contact Person:
Phone:
Email:
Location: Bellingham, WA
Application Method: Online: https://www.governmentjobs.com/careers/cobwa/jobs/3343593/technical-support-applications-support-specialist?pagetype=jobOpportunitiesJobs
Base Pay: $33.16 - $40.41/ HR

Posted on January 05, 2022

Ready to start your new career?

Plan a Visit Apply
Perry Tech Student
Perry Technical Institute

2011 W. Washington Ave
Yakima, WA 98903
509-453-0374

Resources
Net Price Calculator