IT Senior Technician

Summary Are you looking to join a team that values Professionalism, Accountability, Integrity, and Responsiveness? Do you want to be a part of a strong team dedicated to serving our community, building relationships, and creating opportunities? Then this might be the opportunity for you! We are looking for someone to join Team Yuma as an IT Senior Technician working with the Information Technology Department – End User Support Division. The ideal candidate will provide second‑level technical support, training and assistance to customers according to IT Department policies, procedures, standards, and guidelines. Under basic supervision, the role participates in project activities and provides tier II level technical support functions for citywide end‑user technology assets (hardware and software). Responsibilities include project execution and tracking, preparing and participating in end‑user training and documentation, image development and deployment, security and patch management, coordination of cyclical replacements, asset configuration and integration, and problem identification and resolution. Duties may vary by assignment to Service Desk or Field Support Services. Essential Functions Respond to inquiries and requests for IT client services; interview customers to collect information about technology problems and lead them through diagnostic procedures to determine the source of error, troubleshoot problems, identify and isolate errors, and implement technical solutions. Provide tier II level technical support, training and assistance to employees; explain IT issues and implement solutions. Escalate inquiries, requests and incidents to next support tier, retain ownership and track the problem until it is resolved. Install, move, update and integrate citywide end‑user technology assets; install and configure client software and security updates. Collaborate with peer and senior IT technical staff and Service Desk to develop and implement hardware and software standards, imaging standards, and remote image, software and configuration deployment standards. Track all IT assets for inventory and compliance purposes and identify and raise deviations to appropriate authority. Identify technical problems that can be addressed by improved workflows and business processes and participate in the development of departmental policies and procedures. Participate in research and evaluation of new technology solutions and assist with procurement processes as assigned. Document work completed and maintain IT records; notify manager and peers of unusual problems or problem trends to facilitate continued improvement of client services. Ensure the IT department mission and the City of Yuma’s mission, core values, programs, products, and services are consistently adhered to and presented in a strong, positive manner. Support the relationship between the City and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; promote City goals, priorities, vision, values and the "Yuma Way", and comply with all City policies and procedures. Maintain absolute confidentiality of work‑related issues and City information; perform other duties as required or assigned. Minimum Qualifications High School Diploma or GED equivalent and three years’ current work experience in a technology support role; or an equivalent combination of education, training and experience. Knowledge Current IT best practices, technical support principles, cyber security practices, policies and procedures, standards and guidelines associated with supporting complex IT environments of similar size and scope. Entire Microsoft suite; OS, Desktop Productivity, AD and SCCM tools. Troubleshooting techniques for network and standalone computer hardware, software, and peripheral equipment. Rapid deployment strategies for software and patch deployments. Tiered technical support models and escalation processes. Provisioning and de‑provisioning technology users; security privileges, domain and individual identity access management strategies. Principles and protocols for the management of IT client systems. Customer service methods and techniques. Skill Diagnosing, analyzing and resolving client technical problems for individual and networked technology assets, in person and remotely using a variety of tools and methods. Assessing customer support needs and implementing effective solutions. Configuring, deploying and operating a variety of end‑user technology assets utilizing standard and specialized software. Using traditional IT tools and procedures for repairing computers, equipment and peripheral devices, in person and remotely. Deploying, repairing and maintaining client computer hardware in a multiple operating system environment. Serving in a centralized IT call center with distributed service delivery and customer support in corporate environment, in person or remote (service desk). Establishing and maintaining effective working relationships with co‑workers and clients. Responding professionally, effectively and efficiently to customer service requests. Communicating effectively verbally and in writing. License and Certification Requirements A valid Arizona State Driver’s License is required. Terminal Operator Certification (Level‑D) for access to Arizona Criminal Justice Information System (ACJIS) is required within six months of hire. Microsoft Certified Professional, CompTIA A+, and other professional IT certifications are desirable. This position may require participation in an advanced background investigation through the City of Yuma Police Department. Physical Demands and Working Environment Work is performed in a standard office environment; may occasionally be required to bend, stoop, crawl, and navigate tight spaces; requires use of hands; requires vision capacity at close range and ability to differentiate between colors. Benefits Arizona State Retirement System (ASRS) – automatic enrollment, 11.87% employee and 11.87% city contribution pre‑tax. Long Term Disability (LTD) – included through ASRS, 0.11% employee and 0.11% city contribution. Short Term Disability – covered at no cost to the employee. Social Security & Medicare – employee contributions. Worker’s Compensation – insurance coverage for medical expenses and loss of income. Unemployment Insurance – employee coverage. Medical, Dental, and Vision Insurance – administered by Yuma Area Benefit Consortium; two PPO plans or HDHP with HSA available. Life Insurance – base policy equal to annual salary with accidental death and dismemberment rider; additional up to 5X salary at employee cost. Flexible Spending Account – reimbursement account for medical, dental, vision, and dependent care expenses. Employee Assistance Program – free counseling sessions and 24‑hour crisis line. Compensatory Leave – paid leave accruing in lieu of overtime. General Leave – paid personal leave, accrual ranges from 6.14 to 9.34 hours per pay day depending on years of service. Sick Leave – eligible after 90 calendar days; 40 hours added annually. Paid Parental Leave – up to 4 weeks following birth or adoption/foster placement. Holidays – 12 paid holidays per year, eight hours each. Deferred Compensation – tax‑sheltered Annuity Plan (457 Plan) available. Tuition Reimbursement – up to $3,500 per calendar year for eligible full‑time employees. Smoke‑Free Work Environment – prohibition of smoking within reasonable distance of City facilities. #J-18808-Ljbffr