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Job 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 -
Special Instructions
Please mention you found this employment opportunity on the CareersInGovernment.com job board. -
ABOUT THE COMPANY
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City of Santa Monica
Show moreSanta Monica is a beachside city of 8.3 square miles on the westside of Los Angeles County. Offering an environment of unparalleled natural beauty, the city is home to a mix of residential communities, commercial districts, and recreational venues. Recently named by National Geographic as one of the Top "10 Beach Cities in the World" and by TIME as one of the "Best Places to Live", Santa Monica features three miles of Pacific beaches and the Santa Monica Pier. Santa Monica’s residential population is approximately 93,000, increasing to an estimated 250,000 during the day with tourists, shoppers, and employees. Tourism attracts over 8 million visitors annually.
The City of Santa Monica was incorporated on November 30, 1886 and subsequently adopted a City Charter in 1945. In 1947, a City Council-City Manager form of government was established. The City Council consists of seven members elected by the community at large to four year terms.
The City of Santa Monica is a full-service city. City departments provide police, fire, a regional transportation network, water, refuse and recycling, streets, parking, planning, building, engineering, free public wifi, a high speed fiber optic network, parks, affordable housing, economic development, library, rent control, recreational, cultural, and educational services to the community.
The City-operated Big Blue Bus regional bus service provides over 16.5 million rides for customers each year, all powered by renewable natural gas. Breeze Bike Share was Southern California's first bike share system with 500 bikes at 85 locations. In 2016, the Metro Expo Line opened connecting Santa Monica to Downtown Los Angeles in under an hour.
The City of Santa Monica is a national leader in environmental, economic and social sustainability. The City is working toward aggressive climate action goals including: water self-sufficiency by 2020, zero waste by 2030, and carbon neutrality by 2050.
The highly-rated Santa Monica-Malibu Unified School District serves both Santa Monica and Malibu residents. Santa Monica College (SMC), one of the state's top two-year community colleges, serves over 30,000 full-time and part-time students on several campuses and offers more than 90 fields of study. Santa Monica's strong education institutions are complemented by the 5-star rated Santa Monica Public Library system.
Public safety is a top priority in the City of Santa Monica. Santa Monica Fire Department continues to maintain a Class 1 ISO rating, the highest possible rating.
Santa Monica has a strong and diverse economy. Known as “Silicon Beach,” local businesses are at the leading edge of the nation’s creative economy and startup scene.
Sana Monica is also home to three renowned and respected health facilities, Providence Saint John’s Health Center, Santa Monica-UCLA Medical Center and Kaiser Permanente.
Connect with the City of Santa Monica by visiting www.santamonica.gov, follow @santamonicacity on Twitter, or sign up for the City's newsletter and emergency alerts at www.smgov.net/newsletter.
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