DESCRIPTION

Performs a variety of technical duties including analysis to identify, prevent, and resolve technical issues. Provides analysis and assistance to all levels of technical support personnel. Analyzes, contributes, and leads team technical and process initiatives. Provides working knowledge, analysis and guidance on hardware, software and enterprise level application support to junior level technical staff and end-users.

Duties include, but are not limited to the following:

• Provides working knowledge, analysis and guidance on hardware and software; and enterprise-level application support to junior level technical staff, contractors, and end-users.
• Monitors and assists Support Services staff to provide efficient end-user support. Tracks work tickets/queues to ensure timely resolution, and/or escalation.
• Leads, recommends, and participates in continuous improvement processes for technology issues, team/department processes, and operations. Deploys application installation packages and tests new versions of Windows operating systems.
• Works to resolve technical issues escalated by the Support Services team. Acts as liaison between other IT teams and city users to resolve issues and implement technology solutions.
• Performs research, analysis, and makes recommendations for user technologies for use within the city.
• Coordinates functional areas of the Support Services team; Service Desk workflow, IT Warehouse Service Center including the team technology refresh process for all city departments, and continuous improvement/maintenance, as assigned.
• Monitors and/or prepares operational reports including ticket/queue status, equipment inventory, knowledge articles, change planning, and other Support Services area activity summaries.
• Provides staff training on technical and process/procedure changes, new implementations, and ongoing support processes.
• This is a Criminal Justice Information Services (CJIS) regulated position and requires the ability to meet and maintain compliance with the Security Policy.
• May perform responsibilities of a similar nature and level as assigned.

WORK EXPERIENCE:

Requires three (3) years of experience in an enterprise environment, supporting client Microsoft operating systems, networking technologies, enterprise services and applications, or related experience.
Candidates must have the minimum amount of work experience. Years of experience are based upon a full-time work schedule (2,080 hours per year). The sum of an applicant’s full-time and/or part-time qualifying work experience must meet or exceed the stated minimum qualification. Education will not substitute for the required work experience; however, related unpaid and/or volunteer work experience may be used as qualifying work experience.

EDUCATION:

Requires the equivalent to an associate’s or vocational/technical school degree from an accredited college or university in computer information systems, business management or a degree related to the core functions of this position.
The term “equivalent” means that directly related work experience exceeding the required work experience will substitute in equal time increments for college-level education, for example: one year of additional directly related work experience will substitute for one year of college education (30 credit hours).

ADDITIONAL REQUIREMENTS

Applicants considered for this job classification must pass the following:

• Police background check

ESSENTIAL FUNCTIONS

For a complete list of City of Tempe job descriptions go to:
Job Descriptions | City of Tempe, AZ
This position is FLSA Exempt which means employees are not eligible for overtime compensation and/or compensatory time.
Employees in this position are represented by the United Arizona Employees Association (UAEA).
EQUAL EMPLOYMENT OPPORTUNITY: The City of Tempe is an Equal Opportunity / Reasonable Accommodation employer. The City does not discriminate on the basis of race, color, gender identity, sexual orientation, religion, national origin, familial status, age, disability, and United States military veteran status. Pursuant to the Americans with Disabilities Act, the City will make a reasonable accommodation(s) during the recruitment & selection process. Persons with a disability may request a reasonable accommodation by contacting Human Resources at 480-350-8276. Requests should be made as early as possible to allow time to arrange the accommodation

Duties include, but are not limited to the following:

• Provides working knowledge, analysis and guidance on hardware and software; and enterprise-level application support to junior level technical staff, contractors, and end-users.
• Monitors and assists Support Services staff to provide efficient end-user support. Tracks work tickets/queues to ensure timely resolution, and/or escalation.
• Leads, recommends, and participates in continuous improvement processes for technology issues, team/department processes, and operations. Deploys application installation packages and tests new versions of Windows operating systems.
• Works to resolve technical issues escalated by the Support Services team. Acts as liaison between other IT teams and city users to resolve issues and implement technology solutions.
• Performs research, analysis, and makes recommendations for user technologies for use within the city.
• Coordinates functional areas of the Support Services team; Service Desk workflow, IT Warehouse Service Center including the team technology refresh process for all city departments, and continuous improvement/maintenance, as assigned.
• Monitors and/or prepares operational reports including ticket/queue status, equipment inventory, knowledge articles, change planning, and other Support Services area activity summaries.
• Provides staff training on technical and process/procedure changes, new implementations, and ongoing support processes.
• This is a Criminal Justice Information Services (CJIS) regulated position and requires the ability to meet and maintain compliance with the Security Policy.
• May perform responsibilities of a similar nature and level as assigned