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Senior Technical Support Specialist

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Senior Technical Support Specialist

Salary

$63,835.20 - $75,296.00 Annually

Location

Charlottesville, VA

Job Type

Regular Full-Time

Job Number

240800020

Department

Information Technology Department

Opening Date

09/09/2024

Closing Date

9/23/2024 5:00 PM Eastern

Bargaining Unit

N/A

• Description

• Benefits

• Questions

General Summary

The Senior Technical Support Specialist performs responsible technical work providing computer support, and guidance to others as the service desk team lead, in the timely and suitable resolution to Information Technology issues. Work is performed under limited supervision of the IT Operations Manager.

The preferred hiring range for this position is between $30.69 - $36.20 Hourly ( $63,835.20 - $75,296.00 Annually) . Starting offer is based on applicable education, experience, and internal equity. This is a full-time, non-exempt, position which provides excellent benefits including 13 paid holidays plus 1 floating holiday, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, City's retirement options, gym membership reimbursement, tuition reimbursement, and continuing education/training opportunities.

• For a general summary of benefits offered by the City, please click the 'benefits' tab on this posting, or visit https://www.charlottesville.gov/1047/Employee-Benefits.

• The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS and there are certain provisions that must be met. For questions pertaining to the Portability Agreement, please contact the City's Benefits Administrator at 434-970-3462.

Essential Responsibilities and Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions. The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Provides proactive technical and administrative guidance in computer selection, configuration, performance optimization, maintenance, asset management, and capacity planning for an environment.

• Provides technical assistance to personal computer users who make requests via telephone or email to the IT helpdesk.

• Serves as service desk lead which includes but is not limited to managing workflow/assignments, quality control, guiding, and training of the service desk staff.

• Researches and/or troubleshoots issues and resolves first and second tier IT service issues; routes complex service requests to the Systems and/or the Network Engineer.

• Installs and configures personal computers, software and peripheral equipment utilizing enterprise deployment/management tools such as SCCM.

• Performs maintenance and repairs on personal computers and serves as the point of contact for devices repaired by outside vendors.

• Provides information, explanations and instruction to resolve issues and to orient users with new hardware, software and security policies.

• Performs/Administers new employee IT Security orientation.

• Maintains accurate records for services calls using the Helpdesk system.

• Identifies and recommends process and procedure improvements.

• Uses productivity suites, end-user security solutions and related enterprise level tools effectively.

• Works closely and effectively with co-workers, managers, customers and consultants to help meet short-term and long-term customer needs.

• Serves as a consultant to internal and external resources.

• Develops and maintains operational documentation.

• Remains knowledgeable about emerging technologies.

• Ensures department policies and procedures are used/followed.

• Operates a vehicle in the performance of job duties.

• Subject to being on Standby Call nights, weekends and/or holidays to respond to emergencies. Must have ability to be contacted and respond based on Departmental guidelines.

• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.

• Regular and predictable attendance.

Other Duties

• May serve as a project lead, as assigned.

• Performs additional duties to support operational requirements as apparent or assigned.

Education, Experience and Skills

Education and Experience: Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education.

• Associate’s Degree in computer technology or related area AND 3 years of IT service desk experience.

OR

• High School diploma or GED AND 5 years of IT service desk experience.

OR

• 7 years of IT service desk experience.

OR

• An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above.

Preferred:

• Experience in an enterprise level service desk environment with 200+ users.

• Experience with enterprise level end-user tools/systems such as Microsoft SCCM.

• Experience resolving Tier I network and server related issues.

Certifications/Licenses/Other Requirements:

• Must obtain and maintain a valid Virginia driver’s license and acceptable driving record according to city criteria.

• Required to successfully pass a pre-employment background check and pre-employment drug screen.

Knowledge, Skills, Abilities and Other Characteristics:

Job Knowledge

• In-depth knowledge of personal computers, mobile devices, and associated systems and processes, and demonstrated expertise in device deployment.

• Knowledge of IT terminology, processes, and best practices.

• Knowledge of remote client and server interactions, processes and expectations.

Reading

• Intermediate: ability to read and understand written materials such as newspapers, magazines, technical journals, multi-step instruction manuals, and reference materials.

Writing

• Intermediate: ability to organize data and write clear and concise reports, prepare materials such as business letters, explanations, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech.

Math

• Intermediate: ability to deal with number systems; simple formulas, practical application of fractions, percentages, ratios/proportions and measurement.

Communication Skills

• Intermediate: Establish and maintain effective working relationships with team members, City staff, consultants, and vendors. Provide and receive complex information. Contact that may involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.

Independence and Decision-Making

• Requires Limited Direction: normally completes work according to their own judgment, requesting supervisory assistance occasionally. Special projects are managed with little oversight and assignments may be reviewed upon completion. Performance reviewed periodically.

Technical Skills

• Skilled: comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the assigned and apparent job responsibilities. Basic project management skills and ability to accurately interpret requirements, analyze data, reason logically, exercise sound judgment, and develop effective solutions to problems are required. Proficiency in the use of Microsoft Office applications and department software.

Fiscal Responsibilities

• No budgetary/fiscal responsibilities.

Supervisory Responsibilities

• Does not have supervisory responsibilities; however, acts as a lead worker performing essentially the same work as those directed but includes quality control, guidance, training, instructing and assigning work.

Other Characteristics

• Organization and time management skills; sometimes under strict time constraints.

• Working closely with others as part of a team.

• Performing multiple tasks simultaneously.

• Ability to work in a fast-paced environment that requires regular skills enhancement.

• Ability to learn quickly and effectively utilize knowledge gained.

• Occasional travel required to attend training and conferences.

• May require emergency response.

• May be required to work additional hours outside of normal schedule, which may include weekends, nights, and/or holidays.

• May require dealing with frustrated and/or upset individuals.

Physical Conditions & Additional Information

Physical Demands

• Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds of force constantly to lift, carry, push, pull or otherwise move objects.

• Remains in a stationary position to a significant degree.

• Constantly operates or is involved in repairing computers.

• Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations

• Ability to observe details at close range (within a few feet of the observer).

Machines, Tools, Equipment, Software and Hardware:

• Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned.

Work Environment

• Work is performed in an office environment where there may be exposure to computer screen for extended periods of time, monitor glare and dust.

The City of Charlottesville is an Equal Opportunity Employer and supports workforce diversity at all levels of the organization. The City prohibits discrimination on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by federal, state or local laws. The City is dedicated to this with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Requests for reasonable accommodation by individuals with disabilities may be requested by contacting Human Resources at (434) 970-3490 or hr@charlottesville.gov.

The City of Charlottesville conducts job related background checks, reference checks, and pre-employment drug tests, in accordance with federal, state, and local law, of applicants who reach the final stages of the employment selection process. The City’s policy has not changed because of the decriminalization of marijuana in the Commonwealth of Virginia. Marijuana remains an illegal drug under federal law, and it continues to be a violation of the US Department of Transportation regulations and the City’s policy prohibiting employees from testing positive for marijuana.

SUMMARY OF EMPLOYEE BENEFITS

Updated July 1, 2022

Benefits cited represent those for regular 40-hour employees and may differ for Management Level, Part-Time, and/or Library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary, seasonal, substitute, and relief employees are not eligible for benefits.

1. LEAVE:

• Vacation:

• 3.09 hours accrued biweekly -- 0 - <3 years

• 3.85 hours accrued biweekly -- 3 - <5 years

• 4.62 hours accrued biweekly -- 5 - <10 years

• 5.40 hours accrued biweekly -- 10 - <15 years

• 6.16 hours accrued biweekly -- 15 - <20 years

• 6.93 hours accrued biweekly -- 20 - <25 years

• 7.70 hours accrued biweekly -- 25+ years

• Sick:

• 4.62 hours per biweekly pay period, approximately 120 hours a years, no limit on accumulation

• Holidays:

• 14 paid holidays per calendar year (13 observed and 1 floating)

2. INSURANCE:

• Aetna Medical –

• Choose from three options with different premiums and levels of coverage and coverage is effective on the first of the month following date of hire:

• HMO: $0 premium for employee only coverage

• POS 1: Employee-only premium of $36.28 per biweekly pay

• POS 2: Employee-only premium of $13.02 per biweekly pay

• (Dependent coverage is available but the cost of the premium is not subsidized.)

• Prescription Card ($10 generic, $30 lower cost name brand, $55 higher cost name brand)

• Mail Order Maintenance Prescription Drug Program ($20 generic, $60 lower cost name brand, $110 higher cost brand)

• Dental (Delta Dental)

• No cost for employee only coverage. Dependent coverage is available but the cost of the premium is not subsidized.

• Diagnosis and Preventive -- 100% of allowable charge; Basic Dental Care - 80%; Major Dental Care - 50%

• Primary -- $50 deductible, 80/20

• Prosthetic & Complex Restorative -- $50 deductible, 50/50

• $1,500 maximum annual benefit

• $1,000 Orthodontic Benefit

• MetLife Vision Plan: Optional

• Employee only coverage: $2.50 bi-weekly; Dependent coverage also available at differing rates.

• Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay;

• $130 allowance for frames, after co-pay, plus additional discounts where accepted.

• Life:

• Two times annual salary (paid by the City)

• Optional supplemental life available for employee, spouse, dependents (paid by employee)

• AFLAC: Optional

• Cancer/accident/short term disability/intensive care insurance (paid by employee)

• Long Term Disability

• Protection from income loss due to long-term illness or injury (paid by the City)

3. RETIREMENT: The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS. There are certain provisions that must be met and the portability request must be executed within 18 months of vesting in the City's Plan.

• Pension:

• Choose from two options:

• A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee's earnings history, tenure of service, and age. Our plan has a 5 year vesting period and an employee contribution of 5% of salary.

• A Defined Contribution 401a plan in which fixed contributions are paid into an individual's account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. The vesting schedule for our 401a plan is 33% after one year of service, 67% after two years of service, and 100% after three years of service. There is no required contribution from salary. (Note that: the Defined Contribution retirement plan is the only plan available for Library employees)

• Supplemental:

• Deferred Compensation (457) - employee contribution

4. OTHER BENEFITS:

• Flexible Spending Accounts:

• Health Care Expenses

• Dependent Care Expenses

• Parking/Mass Transit Expenses

• Parking Subsidy of $50 per month

• Wellness Programs:

• Gym Reimbursement Program

• Monthly On-Site Nurse and Annual Flu Shots

• Health Screenings and Fairs, Education Sessions, & Weekly Fitness Classes

• Weight Watchers at Work

• Bike Commuter Program:

• Reimbursement of up to $20 per month for reasonable bike commuting expenses

• Employee Assistance Program:

• A variety of confidential, personal professional services for you and your family available 24 hours a day.

• Tuition Reimbursement Program:

• Up to $1,500 for undergraduate OR Up to $3,000 for graduate level tuition per fiscal year per employee.

  01

  Please indicate your level of education and experience: (Must be verifiable with reference to your education & work history sections of your application.)

• Associate's Degree or higher in computer technology or related area AND 3 years of IT service desk experience.

• High School diploma or GED AND 5 years of IT service desk experience.

• 7 years of IT service desk experience.

• An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above.

• No experience related to this position.

  02

  This position requires driving to perform essential job duties and requires a valid driver's license. The candidate selected for this position must meet the driver eligibility requirements of the City and must provide a certified copy of their DMV driving record. Do you possess a valid driver's license and are you willing to provide a certified copy of your DMV driving record, if selected as a finalist, for the City to confirm your driving eligibility?

• Yes; I possess a valid driver's license and am willing to provide a certified copy of my DMV driving record.

• No; However, I am willing and able to obtain a valid driver's license and am willing to provide a certified copy of my DMV driving record.

• No; I do not have a valid driver's license, nor am I willing or able to obtain one, and/or am not willing to provide a certified copy of my DMV driving record.

  03

  Briefly describe your experience with enterprise level service desk environment, enterprise level end-user tools/systems, and or resolving Tier I network and server related issues. If no experience, please write 'None.'

  04

  To be considered, qualifying education and experience, including City of Charlottesville employment, must be clearly documented in the education, work history, and additional information sections of the employment application. Resumes can be attached but should not be used as a substitute for the required information on the application. I understand that an attached resume may not be accepted in place of a completed employment application and that my qualifications should be stated on the employment application itself.

• Yes

• No

  05

  I certify that the information above is true and correct, and I certify that it can be verified with reference to the information in my basic application. I understand that my application may be rejected if the responses to supplemental questions do not match my basic application.

• Yes

• No

  Required Question

Agency

City of Charlottesville

Address

P. O. Box 911 605 East Main Street Charlottesville, Virginia, 22902

Phone

(434) 970-3490

Website

http://www.charlottesville.gov/jobs