IT Service Desk Technician II

This is responsible level work in support of the City's hardware, software, networking, and other IT related end users. An employee in this class leads lower level technicians in installing, configuring and troubleshooting the City's hardware and software network and assists with network administration and operating software support activities. Serves as an escalation resource for more complex or unusual service desk requests. Works under the general direction of senior staff personnel with some opportunity for the use of independent judgment in carrying out assignments. Monitors and responds quickly and effectively to escalated service desk requests received through the IT escalation process during business and non-business hours through appropriate communication methods including in person, by phone, and electronically. Responsible for leading lower level technicians working on, assigning, and escalating service desk tickets. Works to resolve complex or unusual service desk requests while providing exemplary customer service. Documents all complex or unusual issues with hardware, software, networking, and other computer related technologies. Maintains records of problems, resolutions, and time spent resolving requests. Attempts to isolate and resolve problems in a timely manner. Uses communication tools to keep team members informed on outstanding issues. Coordinates a team to resolve complex or unusual technical problems. Determines the correct management team to which to forward information regarding unresolved issues using a defined escalation process. Provides level two service desk support for all City of Akron hardware and software requests. Assist with more complex installations or removal of software and hardware and complex trouble‑shooting. Checks on escalated and unresolved tickets to ensure progress is being made on resolution. Maintains communication with customers whose service request has not been resolved; keeps customers updated on status of requests. Attends department, project, and team meetings. Works weekend and off‑hours as required. Drives to office locations to perform scheduled tasks or break fixes. Ensures confidentiality of sensitive and proprietary information. Performs related work as required. Graduation from an accredited college or university with an associate degree in computer science or related field and a minimum of two years of IT service desk paid experience or an equivalent combination of paid experience and training. THE EQUIVALENCY STATEMENT MEANS THAT YOU MAY SUBSTITUTE UP TO 50% OF EDUCATION WITH PAID EXPERIENCE OR 50% OF PAID EXPERIENCE WITH RELATED EDUCATION. A CompTIA A+ or CompTIA Network+ certification may substitute for one year of the college requirement. Possession of a valid State of Ohio driver's license. Knowledge of the methods and practices used in computer hardware, software and peripheral equipment configuration, installation and repair. Knowledge of the principles and techniques of effective documentation. Knowledge of business software applications and their operation. Skill in leading a team and coordinating the work of others. Skill in Microsoft Office and Windows installation, programming, and maintenance. Skill in effective oral and written communications. Skill in multitasking. Ability to effectively organize and prioritize work. Ability to work in a fast paced environment with a sense of urgency. Ability to recognize critical issues and apply good judgement to ensure the issue is resolved. Ability to install, configure and troubleshoot computer hardware, software and peripheral equipment. Ability to learn new technologies and applications as required. Ability to read and understand technical computer related reference materials. Ability to interact with users to analyze their needs and to resolve problems. Ability to establish and maintain working relations with persons at all levels. Ability to bend, stoop, kneel, and reach. Ability to lift up to 25 pounds. Ability to safely operate a motor vehicle. List of essential job functions available upon request. This is a classified position. The selection process will consist of an assessment interview with credit for education and experience. Candidates must pass the assessment interview in order to receive credit for education and experience. TEST WEIGHTS: Assessment Interview 70%, Education 20%, Experience 10%. Candidates must meet the qualifications and requirements listed in the announcement at the time of examination and at the time of appointment. NOTE: The assessment interview may be suspended if shown to be impractical because of an insufficient number of qualified candidates. The candidates will then be ranked in a standard manner based on 70% for qualifying, 20% for education, and 10% for experience. Since this examination is posted on a combined basis, two separate eligibility lists will be generated with promotional candidates considered before open candidates. RESIDENCY: Candidates who have been resident citizens within the corporate limits of the City of Akron for at least one year immediately prior to the examination and who continue to reside within the corporate limits of the City of Akron throughout the remainder of the selection process will have 5 points added to their passing grades. VETERANS: A veteran of the Armed Forces of the United States, honorably discharged from active duty, desiring a bonus of 5 points added to his/her passing grade, must submit proof of discharge in the form of a DD-214 with application. DRIVER'S LICENSE: An applicant having a valid driver's license from another state will be accepted conditionally provided that, if selected, an Ohio Driver's License must be obtained prior to appointment. Candidates having six or more points on their driving record at the time of appointment will be disqualified from further consideration. NOTE: YOU ARE RESPONSIBLE FOR CHECKING YOUR APPLICATION STATUS THROUGHOUT THE STEPS IN THE SELECTION PROCESS BY VIEWING YOUR GOVERNMENTJOBS.COM ACCOUNT. IF YOU HAVE ANY QUESTIONS OR ARE UNABLE TO CHECK YOUR STATUS ON LINE, YOU MAY CALL THE DEPARTMENT OF HUMAN RESOURCES AT View phone number on click.appcast.io. Email correspondence generated from our system will be sent from View email address on click.appcast.io. To ensure you receive important communication from our office, be sure to make this address a safe sender. EQUAL OPPORTUNITY EMPLOYER The City of Akron is committed to fostering a diverse and inclusive workforce, which includes building an environment that respects the individual, promotes innovation and offers opportunities for all employees to develop to their full potential. A diverse workforce helps the City realize its full potential. The City benefits from the creativity and innovation that results when people with different experiences, perspectives, and cultural backgrounds work together. In compliance with Title VII of the Civil Rights Act of 1964 (Title VII), the Americans with Disabilities Act (ADA), the Fair Labor Standards Act (FLSA), and the National Labor Relations Act (NLRA), the City is committed to providing equal employment opportunities for all individuals regardless of race, color, ancestry, national origin, language, religion, citizenship status, sex, age, marital status, sexual preference or orientation, gender identity/expression, military/veteran status, disability, genetic information, membership in a collective bargaining unit, status with regard to public assistance, or political affiliation. The City adheres to these policies in both our hiring and employment practices. Applicants are required to meet the minimum qualifications for the position with or without an accommodation. If you are a qualified applicant with a disability, please notify the Department of Human Resources at least one week prior to testing if requesting a reasonable accommodation for the testing process. The City of Akron is committed to protecting the safety, health and well-being of all employees in our workplace and providing the community with the highest quality municipal services possible. Alcohol, marijuana, and drug abuse in the workplace pose a significant threat to these goals. In furtherance of its goal to maintain a drug and alcohol-free workplace, the City conducts pre-employment drug screening for illegal drugs, marijuana, and the illegal, unauthorized use, or intentional misuse of prescription drugs. Any candidate who tests positive for marijuana or the illegal use of drugs will not be hired. #J-18808-Ljbffr City of Akron