Client Services Technician (As-Needed)

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.

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.

How to Apply:

Applicants must submit a completed on-line City Application along with any required supplemental application materials with the Human Resources Department by the filing deadline. If you do not submit your on-line application by the filing deadline, you will not be considered for this position. Please note, applications may be rejected if incomplete. Resumes, CVs and cover letters are not reviewed as part of the application screening process.

Selection Process:
All applicants must submit clear, concise and complete information regarding your work history and qualifications for the position. All applicants will be reviewed, and only those applicants determined to be most qualified on the basis of experience, training, and education, as submitted, will be invited to participate further in the selection process.

Background Investigation:

Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.

The City of Santa Monica is a progressive, inclusive and culturally rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.

The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!

Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246, TDD (310) 458-8696 (Hearing Impaired Only).

Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.