Service Desk Technician I/II

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Service Desk Technician I/II

Salary

$50,897.60 Annually

Location

City of Bellingham, WA

Job Type

Full Time

Job Number

24-Service Desk Technician I/I

Department

Information Technology Services

Opening Date

05/17/2024

Closing Date

6/3/2024 4:30 PM Pacific

FLSA

Non-Exempt

Bargaining Unit

Local 1937

• Description

• Benefits

• Questions

Nature of Work

Do you have customer service skills and a passion for computers and technology? The IT Department at the City of Bellingham is currently hiring Service Desk Technicians to be the friendly face of IT and work to keep technology modern and working! The City of Bellingham offers great benefits, work-life balance, and opportunities for advancement within the series!

The Service Desk Technician works as a member of the Information Technology Service Desk team. Performs responsive and timely front-line analysis and triage of incoming service requests and incidents from City of Bellingham staff, including escalation or resolution of service requests and incidents. Gathers and documents all pertinent information regarding incidents and requests and enters them into the ticketing system. Utilizes and contributes to the knowledge base library where information and data are stored regarding the use of best practices and standards to create and update content. Participates in training and continual improvement practices as related to Information Technology Infrastructure Library (ITIL) framework. Responsible for following appropriate protocols for major or high impact, urgent and security-related incidents. Provides understandable communication when interacting with end-users focusing on knowledgeable and responsive customer service.

SALARY AND BENEFITS:

An individual in this position will move to Service Desk Technician II in a non-competitive promotion upon obtaining required certifications and completing three (3) years as a Service Desk Technician I. NOTE: A person with the requisite experience and training may be hired in at the Service Technician II level.

• Service Desk Technician I: If hired as Service Desk Technician I, this position will start at Step 1 ($24.47). The 2023 full salary range for this position is $24.47/hour - $30.10/hour.

• Service Desk Technician II: If hired as Service Desk Technician II, this position will start at Step 1 ($27.55). The 2023 full salary range for this position is $27.55/hour - $33.91/hour.

  Employees receive step increases annually in accordance with the Guild of Pacific Northwest Employees, Local 1937 Collective Bargaining Agreement (https://cob.org/about/employment/labor-agreements-pay-schedule) and City policy. Placement into the Facilities Maintenance Worker series is based on the experience and training requirements for each position.

  City of Bellingham employees receive medical, dental, and vision insurance as well as life insurance and long-term disability. Additional benefits include flexible spending accounts, a medical insurance opt-out program, and access to our employee assistance program. All eligible City employees are enrolled in a Washington State Department of Retirement Systems (https://www.drs.wa.gov/) pension plan. Additionally, employees may elect to participate in the City’s 457 deferred compensation retirement savings plan.

  Employees will receive 12 paid holidays in addition to one paid floating holiday each year. Employees accrue 8 hours total of contract and state sick leave per month in accordance with the collective bargaining agreement and Washington State Law. At the time of hire, employees will accrue 7.33 hours of vacation per month. Vacation accruals increase based on years of service. Leave accruals are based on 1.0 FTE, accruals are pro-rated if part-time and require employees to be in paid status at least 120 hours/month.

  For additional information regarding benefits and compensation Information please visit the following:

• Labor Agreements, Pay Schedules and E-Team Employee Handbook - City of Bellingham (cob.org) (https://cob.org/about/employment/labor-agreements-pay-schedule)

• Employment Benefits - City of Bellingham (cob.org)

  Closing Date/Time: Mon. 06/3/2024 4:30 PM Pacific Time

ESSENTIAL FUNCTIONS:

• Receives incoming incidents and service requests from end users via web, email, or phone in a courteous and professional manner. Verifies and documents all pertinent end user identification information, including name, department, contact information, and nature of incident or request. Performs timely follow-up to gather and document relevant details of the incident or request to progress towards escalation and/or resolution.

• Performs information gathering and provides support, troubleshooting, and resolution of fundamental incidents and requests using the knowledge base library, best practice troubleshooting steps, and other IT resources. Tests and validates resolution steps to ensure the incident has been adequately resolved and performs post-resolution follow-up communication to requests confirming that the end user is satisfied with the solution.

• Documents priorities, impact, and scope of issues in preparation for escalation. Follows documented procedures for escalating and reassigning incident and service request tickets. Works cooperatively and jointly with all team members to provide timely, efficient and knowledgeable customer service.

• Reviews and updates knowledge base documentation based on incident review and analysis. Establishes and refines documentation for use in user self-service or automated request responses. Develops help sheets, frequently asked questions list, and training documents for end users. Provides continuous effort to improve operations, decrease turnaround times, and streamline incident and request processes.

• Performs intermediate to advanced level desktop publishing, document management, and word processing tasks for City Departments using Microsoft Office apps and other software offered by the City. These tasks include performing data entry; storage, versioning, and maintenance of files from the cloud, web, or system libraries; creating and editing control and format codes; creating fillable forms; complex mail merges; and maintenance and troubleshooting of existing documents, templates, and macros.

• Creates, updates, and maintains forms for City Departments using Cognito Forms, Infowise, Foxit and other software offered by the City. Programs basic form automations and workflows in forms software or Microsoft Power Automate to organize, format, and distribute data entries within City systems. Performs maintenance and troubleshooting for existing forms, workflows, and automations.

• Provides Service Desk trend feedback, analysis, and documentation to the Technical Services Service Desk Supervisor and Technical Training Coordinator to help facilitate user and group training beneficial to the effective use of technology by all city staff.

• Maintains knowledge of and proficiency in the appropriate software and hardware used and supported by the City.

ADDITIONAL WORK PERFORMED:

• Performs related duties of similar nature or level within the scope of the classification.

• May assist in the preparation and deployment of newly acquired desktop and mobile computing devices.

• May perform preventative maintenance on desktop and mobile computing devices including software and driver updates, and performance of security scans and audits.

WORKING ENVIRONMENT:

The work performed is primarily in an office setting at a computer workstation with long periods of remaining stationary. The work environment includes a normal range of noise and other distractions with low everyday risks working around standard office equipment. Some travel to professional training/meetings may be required.

Physical ability to perform essential functions of the job:

• Communicate virtually, in-person or by telecommunications verbally and in typewritten format.

• Detect, diagnose and resolve data on a screen, signage and labels. Detect and evaluate sound quality and distinguish tones on various devices.

• Operate a keyboard, mouse, telecommunication devices and other computer and office equipment.

Experience and Training

Service Technician I

• Three years’ work experience involving direct interaction with customers including customer experience and satisfaction responsibilities AND demonstrated knowledge of and proficiency in utilizing Microsoft 365 and Microsoft windows operating system

OR

• Associates degree or higher-level degree in computer science, information systems management or related field AND one year of work experience involving direct interaction with customers including customer experience and satisfaction responsibilities

• Professional customer service work experience in a technical services environment is preferred.

Service Technician II

• Three years of work experience providing technical support services in the following areas as a primary duty: network, operating systems, troubleshooting, workstations, mobile devices, and peripherals.

AND

• Must have two of the following active certifications:

• COMPTIA A+

• Microsoft Certified: Fundamentals

• ISACA Information Technology Certified Associate (ITCA)

• HDI Troubleshooting and Problem-Solving

Alternative certifications determined by the City to be equivalent to those listed above may be accepted.

• Professional work experience providing desktop and/or mobile support in a governmental environment preferred.

• An Associates degree or current or recent educational credits toward the completion of an Associates or higher-level degree in computer science, information systems management, or related field preferred.

Necessary Special Requirements

• Employment contingent upon passing criminal background check (See Fair Hiring Practices).

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). Provide as much detail as you believe will fully describe your experience and training.

Application Review Process:

• 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 June 6, 2024.

• Experience and Training Rating: Applicants that meet minimum qualifications will go through an Experience and Training Rating. 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 June 14, 2024.

• The top ten (10) scoring applicants from the Experience and Training Rating will be invited to participate in an Oral Board Interview, tentatively scheduled for the week of June 24, 2024. Candidates must achieve at least 60% passing score on the Oral Board Interview to be placed on the eligibility list.

• 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%).

Final candidates will be referred to the department for additional examination, assessment, or test.

This recruitment process will create a Civil Service eligibility register that will be used to fill current and future vacancies as they become available. There are currently 2 full-time vacancies. This position is represented by a union.

If you wish to claim Veterans’ Preference Points, please complete the Veterans Scoring Criteria Declaration Form (https://cob.org/wp-content/uploads/COB-Veterans-Scoring-Criteria-Declaration-PDF.pdf) and upload it to your application with your DD214.

Please Note: Candidates will receive updates regarding application status via email. Please be sure to check your email frequently, including your spam folders for messages filtered by your email providers.

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.

There are many good reasons for working at the City of Bellingham. The work is rewarding and you have an opportunity to serve your community. Another good reason is the great benefits that the City offers its employees. See our benefits section (https://www.cob.org/employment/pages/benefits.aspx) for additional information.

This position is represented by The Guild of Pacific Northwest Employees, Local 1937 bargaining unit. Specific benefit information including Holidays, Vacation Accruals, Health, Dental and Vision Plans with cost sharing and Deferred Compensation Match can be found in the Local 1937 labor agreement (https://cob.org/wp-content/uploads/1937-2022-2023-CBA.pdf) .

This position is covered by the State of Washington Department of Retirement Systems PERS plan. PERS requires mandatory employee and City contributions. Please visit the DRS website (http://www.drs.wa.gov/) for more information on PERS.

Civil Service Information

This position is subject to the Bellingham Civil Service Commission. When a vacancy occurs, the top fifteen candidates or the top 25% of the register will be forwarded to the department for further consideration. All new Civil Service employees are subject to a one-year probationary period. A candidate may challenge the scope, content, or method of an examination or test, and a protest may be filed in writing with the Examiner within five (5) days following the date of the challenged examination. A candidate may also challenge the scoring of an examination or test, failure of the candidate on any part of an examination, or clerical error in examination results of any examination or test, and a protest may be filed in writing with the Examiner within five (5) days of notification of the challenged result. The Examiner shall consider all timely filed protests and make appropriate corrections if an error is demonstrated.

Veteran's Scoring Criteria

Applicants who have been honorably discharged from active military duty may be eligible to receive veteran's scoring criteria points as provided by Washington State Law (RCW 41.04.010). If you wish to claim Veterans’ Preference Points, please complete the Veterans Scoring Criteria Declaration Form (https://cob.org/wp-content/uploads/COB-Veterans-Scoring-Criteria-Declaration-PDF.pdf) and upload it to your application with your DD214.

01

Do you have three years' work experience involving direct interaction with customers including customer experience and satisfaction responsibilities AND demonstrated knowledge of and proficiency in utilizing Microsoft 365 and Microsoft windows operating system?

• Yes

• No

  02

  Or, do you have an Associates degree or higher-level degree in computer science, information systems management or related field AND one year of work experience involving direct interaction with customers including customer experience and satisfaction responsibilities?

• Yes

• No

  03

  Thoroughly describe your work experience involving direct interactions with customers including customer experience and satisfaction responsibilities and where you obtained this experience.

  04

  Do you have knowledge of and proficiency in utilizing Microsoft 365 and Microsoft windows operating system?

• Yes

• No

  05

  Describe your knowledge and proficiency utilitizing Microsoft 365 and Microsoft Windows operating systems.

  06

  As part of the series, if you have the following experience, please describe how your experience qualifies you for a Service Technician II:

  -Three years of work experience providing technical support services in the following areas as a primary duty: network, operating systems, troubleshooting, workstations, mobile devices, and peripherals.

  AND

  • Must have two of the following active certifications: COMPTIA A+, Microsoft Certified: Fundamentals, ISACA Information Technology Certified Associate (ITCA), HDI Troubleshooting and Problem-Solving.

  Alternative certifications determined by the City to be equivalent to those listed above may be accepted.

  07

  Do you have any of the following preferred qualifications? (Mark all that apply)

• Professional customer service work experience in a technical services environment.

• An Associates degree or current or recent educational credits toward the completion of an Associates or higher-level degree in computer science, information systems management, or related field. (Only for Service Technician II)

  08

  If you are requesting Veteran's Preference points, a completed Veterans Scoring Criteria Status Declaration is required along with a copy of your DD214. The required form is in the Selections Process section of the Job Posting. Check "YES" here if you are attaching a Veteran's Declaration form and DD214.

• Yes

• No

  Required Question

Agency

City of Bellingham

Address

104 West Magnolia Street Bellingham, Washington, 98225

Phone

360-778-8228

Website

http://www.cob.org/employment

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