Senior Help Desk Technician

Under direction, provides technical and organizational support and leadership for the help desk function; responds to and ensures timely resolution of help desk tickets, coordinates work assignments, enforces procedures, and ensures a high level of customer service. Provides technical and functional leadership to lower level staff.

Duties may include, but are not limited to, the following:

• Coordinates the help desk function including managing and prioritizing incoming requests and assigning to appropriate staff;
• Ensures tickets are resolved properly and timely;
• Provides user support and troubleshoots technical issues, provides hardware replacement and repair;
• Provides assistance to customers on escalated requests and high level, complex help desk tickets;
• Researches equipment and software and provides recommendations; 
• Develops processes documentation around helpdesk procedures;
• Coordinates workloads for help desk staff;
• Provides feedback to supervisor regarding performance of lower level staff;
• Oversees the maintenance, support and upgrade of existing desktop infrastructure and systems; coordinates and communicates upgrades, enhancements and changes with division staff and affected City staff as appropriate;
• Assists with running file batches and processes as needed; may develop and maintain technical documentation of processes, procedures, and produce training materials;
• Develops and maintains end-user related system documentation; monitors the day to day operations of automated systems (hardware and software); compiles and maintains inventory of all desktop support related hardware, software and system assets, and corresponding contracts and agreements;
• Maintains system backups; updates, modifies, and manages directories, files, and programs; assists with related research projects and provides recommendations;
• May participate in negotiating acceptable issue resolution and required delivery schedules with vendors; reviews new technology to determine feasibility / technical coordination with existing systems and recommends any new or changed approach to end-user computing;
• Maintains data security and information confidentiality;
• Prepares reports and other correspondence as needed; and 
• Performs other duties as assigned.

Education:

• Associate's degree or equivalent college units, with major course work in computer science, information systems or a related field.

      Experience:

• A minimum of three years responsible professional information technology experience

Licenses and Certifications

• Possess and maintain an appropriate, valid California driver's license.

Special Requirements:

Essential functions require the following physical abilities and work environment:

• Ability to work in a public, municipal government office environment.
• Ability to sit for long periods of time.
• Ability to work under varying circumstances.
• Ability to work outside.
• Ability to travel to different sites and locations.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Ability to successfully complete a Police Department Background investigation and polygraph test.

Candidates must clearly demonstrate through their application material that they meet the minimum qualifications of the position. All properly completed applications will be reviewed, and the most appropriately qualified individuals will be invited to continue in the selection process. Examinations for the positions may consist of any combination of written, performance, and oral exams to evaluate the applicant's skills, training, and experience for the position. 

The employment application must be completed and submitted online.  Applicants must list current and past work experience.  Do not indicate “See Resume”. 

Proof of education such as but not limited to, university/college transcripts and degrees must be submitted online with your application.  Applicants are responsible for attaching proof of education, certification, and/or license to each position for which they apply.  

An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. This evaluation must be submitted by the application deadline.

Failure to provide all required documents will result in elimination from the selection process.

Please note, the City of Redlands’ preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders.

The successful candidate will be required to undergo a reference/background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which may include a drug/alcohol screening depending upon job classification).  The City of Redlands utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.
 
For questions regarding this recruitment, please contact Liz Marin at emarin@cityofredlands.org

Salary : $66,049 - $84,298