Lead User Technology Specialist - Street Transportation Department

About This Position

Phoenix is the 5th largest city in the country, serving as Arizona's center of government, commerce, and culture. It is emerging in the new economy with strength in high technology, manufacturing, bioscience research and advanced business services. Phoenix is a progressive city, brimming with sports and cultural attractions, distinctive restaurants, fascinating museums, diverse residential options, and endless outdoor opportunities.

The City of Phoenix Street Transportation Department is seeking a Lead User Technology Specialist (LUTS) to lead the IT Operation team providing support for computer workstation hardware and software. Duties routinely performed by this position include managing the helpdesk for the department, ensuring tickets are resolved timely and helping resolve complex escalations; managing the hardware lifecycle replacement and IT asset inventory for end user devices; managing the department's Active Directory users, computers, and groups.

The LUTS is expected to be a technical hands-on manager that will manage technical staff, perform highly technical work on large-scale IT projects, and work closely with the main ITS department on routine preventive maintenance and Citywide Enterprise IT projects. This position is responsible for partnering with multiple technology disciplines within Street Transportation and ITS to provide user support and resolve performance and availability issues within the Department's technology environment.

Duties Include

• Manage the IT team for the Street Transportation Department.
• Responsible for onboarding new staff and offboarding separating staff.
• Manage the end-user device replacement lifecycle including procurement, deployment and surplus.
• Perform LAN Admin functions including managing the Active Directory environment.
• Manage the Service Delivery including helpdesk tickets and ensure timely resolution and/or escalation of tickets.
• Provide remote and in-person user support to the Street Transportation Department users.
• Manage major IT incidents and provide solutions for complex hardware and software problems.
• Manage and maintain an accurate inventory database. Conduct annual physical IT asset inventory.
• Lead the planning, development, upgrade, maintenance, and support of workstation computer systems, which may include operating systems, applications packages, network systems, and any related software and hardware.
• Work directly with vendors and contractors to ensure equipment and services are procured and installed meet the requirements and specifications, provide IT purchasing services to the Street Transportation Department users.
• Document IT solutions, create technical documentation, present at Department staff meetings, and create, update, and maintain Standard Operating Procedures and system standards in conformance with IT industry standards.
  
  
  

IDEAL CANDIDATE

• Demonstrate commitment to innovation, efficiency, and fiscally responsible activity.
• Ability to lead the IT team with excellent leadership and organizational skills.
• Ability to provide outstanding customer service and superior communications skills.
• Ability to diagnose and resolve complex computer and technical issues combined with excellent computer workstation hardware and software support experience.
• Proficient in Microsoft operating systems and other Microsoft software products; ServiceNow software or similar IT Service Management products; Tanium or similar endpoint management platform; VPN solutions such as NetMotion, GlobalProtect, or similar.
• Ability to work independently as well as in a team environment, with the capacity to set priorities, manage time, and maximize the utilization of all resources for projects.
  
  
  

SALARY

Pay Range: $86,590 to $121,825 annually.

Hiring Range: $86,590 to $110,510 annually.

Pay Range Explanation

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.
  
  
  

Benefits

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi
  
  
  

For more details, visit: Unit 007 Benefits

Minimum Qualifications

• Two years of professional level experience providing technical support for system infrastructure and/or software, plus one year working in a large-scale environment and supervising highly technical staff.
• Bachelor's degree in computer science, math, electronic systems engineering or a related technical field.
• Other combinations of experience and education that meet the minimum qualifications may be substituted.
• The City job description can be found here .
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• Some positions require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• For information regarding pre-screening and driving positions, click here .
  
  
  

Preferred Qualifications

The minimum qualifications listed above, plus experience in/with:

• Supporting more than 500 users and computers in a networked environment.
• ServiceNow or other helpdesk ticketing systems.
• Level 2 or level 3 helpdesk support.
• Overseeing an enterprise computer replacement program.
• Maintaining an accurate inventory in an enterprise environment.
• Working with vendors and stakeholders to obtain quotes and purchase IT related assets in an enterprise environment.
• Performing system upgrade including MS OS and computer workstation hardware and software.
• Security patch management.
• Using Microsoft PowerShell in an enterprise environment.
• Configuring, deploying, and troubleshooting enterprise desktops and laptop computers, printers, scanners, and business applications.
• Providing audio visual and conference room equipment support.
• Working in an Active Directory environment.
• Microsoft PowerApps.
  
  
  

RECRUITMENT DATES

Recruitment closes February 5, 2025. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list. This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

How To Apply

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

WE ARE HERE TO HELP

• Job interviews may be held by video or audio conference.
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• Arizona at Work has frequent classes to help with resume writing, interviewing skills, and general career guidance. Click here for more information.
• Explore other Employment Opportunities with the City of Phoenix .
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• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700 .
  
  
  

REFERENCE

Lead User Technology Spec, JC:09780, ID# 56807, 1/21/2025, USM, VM, Benefits:007

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City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.