Client Services Technician

Job Description:

Client Services Technician

Description

Job Summary

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.

Representative Duties

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.

Requirements

Knowledge of:

Microsoft® Windows desktop operating system, Intune and Active Directory

Microsoft® Office 365

Mobile Phones and Tablets

Apple MacOS and Apple hardware support

Networking principles, standards, and protocols, such as the Internet Protocol Suite (TCP/IP), Domain Name System (DNS), and Dynamic Host Configuration Protocol (DHCP)

Operation of Local and Wide Area Networks (LAN, WAN)

Installation, troubleshooting and maintenance of hardware systems, software applications and peripheral equipment

Desktop management and scripting tools, such as Jamf, Intune and Autopilot

Anti-virus/security programs

Diagnostic and troubleshooting techniques for various hardware, software and telecommunications equipment

Principles and procedures for asset and configuration management

Principles and procedures for IT service management

Enterprise-wide IT service management tools, such as ServiceNow

Effective customer service techniques pertaining to incident resolution and service request fulfillment

Ability to:

Interpret, analyze and resolve various hardware and software application problems

Diagnose and troubleshoot issues with computer hardware, software, business applications, mobile, telecom, and peripheral devices

Install, configure and maintain computer hardware, software, business applications, mobile, telecom hardware and peripheral devices

Adapt to new technology and learn new software applications

Learn and apply Information Technology Infrastructure Library (ITIL) best practices

Develop and deploy automated computer images and software distribution packages

Communicate clearly and effectively, both orally and in writing

Provide informal instruction and assistance to employees of varying computer skill levels

Work independently and collaborate with others to accomplish common goals, deadlines and service level agreements

Lift and carry objects of moderate weight

Prepare and maintain clear and concise records and reports

Organize and prioritize multiple tasks

Read and interpret schematics, reference manuals, and support documentation

Understand and follow oral and written instructions

Establish and maintain effective and cooperative working relationships with City employees and the public

Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches

Provide effective customer service

Refine, contribute and author organization-wide and IT facing knowledge base articles

Skill in:

Operating, diagnosing, troubleshooting and maintaining hardware, software, and peripheral devices in a network environment

Installing software using automated and manual deployment methods

Providing technical support over the phone and using remote assistance tools

REQUIREMENTS

Minimum Qualifications:

Education: Graduation from high school or the equivalent.

Experience: One year of recent paid experience providing computer systems support involving troubleshooting of desktop operating systems and client/server software applications in an enterprise network environment.

Licenses and Certificates:

Possession of a valid Class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

Possession of Microsoft Technology Associate (MTA) certification towards IT infrastructure track or a higher-level Microsoft Certified Professional certificate is desirable.

Supplemental Information

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 applications 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.

Testing may consist of a combination of any of the following and is subject to change as needs dictate:

Training and Experience Evaluation - 100%

Oral Interview

If three or more qualified City employees apply and pass the examination, a promotional list will be established in addition to an open-competitive list. If fewer than three qualified City employees pass the examination, the appointing authority, in accordance with the City's civil service rules and regulations, can decline to use a promotional list, in which case a promotional list will not be established for this position.

Note: Internal staff who submit transfer applications must notify the analyst in charge of the recruitment, via email, upon submission of their transfer application.

Background Investigation:

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

Inclusion & Diversity Statement

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.

The City's liberal fringe benefits for full-time employment include sick leave, holiday and vacation pay, the Public Employees Retirement System, medical, dental and vision insurance, credit union, deferred compensation, tuition reimbursement, Dependent Care Assistance Plan and priority enrollment consideration at Hill & Dale Family Learning Center, Marine Park Child Development Center, and Santa Monica Early Childhood Lab School.

Closing Date/Time: 6/23/2025 5:30 PM Pacific

Salary:

$72,972.00 - $90,096.00 Annually