ESSENTIAL FUNCTIONS

-- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: Responds to inquiries and requests for Information Technology (IT) client services; interviews customers to collect information about technology problems and technical issues, and leads customers through diagnostic procedures to determine source of error; troubleshoots problems, identifies and isolates errors, and implements technical solutions to solve problems. Provides tier II level technical support, training and assistance to employees; explains IT issues, and implements solutions. Escalates inquiries, requests and incidents to next support tier, retains ownership and tracks the problem until it has been resolved. Installs, moves, updates and integrates citywide end-user technology assets; installs and configures client software, and security updates. Collaborates with peer and senior IT technical staff, and Service Desk to develop and implement hardware and software standards, imaging standards, as well as manual, automated and remote image, software and configuration deployment standards. Tracks all IT assets for inventory and compliance purposes. Identifies and escalates deviations to appropriate authority. Identifies technical problems, which can to be addressed by improved workflows and business processes and participates in the development of departmental policies and procedures. Participates in research and evaluation of new technology solutions and assists with procurement processes as assigned. Documents work completed and maintains IT records; notifies manager and peers of unusual problems or problem trends in order to facilitate continued improvement of client services. Ensures 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; Supports the relationship between the City and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; promotes the City goals and priorities, vision, values and the \"Yuma Way\", and complies with all City policies and procedures. Maintains absolute confidentiality of work-related issues and City information; performs other duties as required or assigned.

MINIMUM QUALIFICATIONS

Education, Training and Experience Guidelines 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 of:

Current IT best practices, technical support principals, 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 in:

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 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

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