Technical Services Specialist I-II

CLASS SUMMARY

Provides technical customer support in acquisition, installation, use, and maintenance of computers and related devices; serves as the first point of contact for customers and provides both technical and non-technical IT support to end-users for the resolution of IT-related issues.

EXAMPLES OF JOB FUNCTIONS

This description was prepared to indicate the kinds of activities and levels of work difficulty required of positions in this class. It is not intended as a complete list of specific duties and responsibilities. Provides technical support and assistance in a formal or informal help desk setting to users with common hardware and software needs and problems. Assists both locally and remotely. Triages and responds to incoming service requests. Logs, troubleshoots, tests, and resolves issues or refers problems to the appropriate Information Technology resource. Supports the deployment of desktop/mobile hardware and software; installs regular system and cybersecurity updates. Assists with purchase of new equipment to user specifications. Configures, deploys, evaluates, recommends, and troubleshoots devices, hardware, software, and connectivity. Acts as a liaison between user groups and the Information Technology unit to communicate problems and possible solutions. Administers systems such as the IT self-service portal, mobile device management, City printers, etc. Maintains detailed records including status and resolution of reported issues, software installation and licensing, inventory of equipment, specialized services for users. etc. Maintains technical procedures, documentation, operational instructions and/or project or work order status. Reads and understands technical or other complex materials required for the job. Provides training and guidance to users. Performs related work as required.

MINIMUM QUALIFICATIONS

Open-Entry Requirements:

Education:

Associate degree from an accredited college or university in computer science, information science, information systems management, or related field. Experience ( Technical Services Specialist I ): No work experience is required to apply. Experience ( Technical Services Specialist II ): Two years of IT customer support experience above the entry-level (I) requirements at entry will qualify the candidate for initial appointment at the full-skill (II) level.

Equivalency :

We may accept different combinations of education and experience. We welcome job seekers with relevant backgrounds to apply.

Background Check:

Applicants for positions in the Spokane Police Department are subject to a thorough police background investigation, including but not limited to criminal history, pre-employment drug screening, and polygraph.

EXAMINATION DETAILS

For information on what to expect with the hiring process, a test information guide, and frequently asked questions, please visit our website. Applicants must meet the minimum qualifications and pass the examination for this position to be eligible for hire. Qualified applicants are encouraged to apply immediately. All applicants must complete and submit a City of Spokane employment application online by 4:00 p.m. on the filing cut-off date. Upon request, at time of application, City of Spokane will provide alternative accessible tests to individuals with disabilities that impair manual, sensory or speaking skills needed to take the test, unless the test is intended to measure those skills. The examination will consist of a multiple-choice & short answer test, with weights assigned as follows: Multiple-Choice & Short Answer Test 100% This is an online examination and will require a computer. If you do not have access to a computer, please notify Civil Service so that one may be provided. Computer reservations can also be made through your local, public library. Examination links with instructions will be emailed prior to 4:00 p.m. Pacific Time on the start date and will expire at 4:00 p.m. on the due date as listed below. Keep in mind that the test link will be emailed from City of Spokane (info@governmentjobs.com). Applicants who apply and meet the minimum qualifications between Monday, April 6th, 2026, and Monday, April 20th, 2026, will test Thursday, April 23rd, 2026, through Monday, April 27th, 2026.

NOTE:

You may begin the exam at any time during the test period; however, once you begin, you will have 2 hours to complete the examination. You may take the exam only once during the open recruitment period. The examination may include such subjects as: Computer Skills Customer Service Attention to Detail Operating Systems Interpersonal Skills We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status or disability status. As a Fair Chance employer, City of Spokane does not conduct initial background screening for non-public safety positions.

BENEFIT COMPENSATION VALUE

In addition to a salary, The City of Spokane provides a generous benefits package valued between $24,902 - $34,218.

INSURANCE BENEFITS

Eligibility:

Coverage begins for new hires and their dependents on the first day of the month following 30 consecutive days of employment.

Eligible Dependents:

Spouse or Domestic Partner, birth, adopted children or children placed for adoption, Domestic Partner's children, step-children who live with employee, and any child for whom employee is legal guardian or for whom coverage is required by a Qualified Medical Support Order. Adult children under age 26 are eligible. Medical Qualified employees may select from two health carrier options; a Health Maintenance Organization (HMO) administered by Kaiser Permanente or a Preferred Provider Option (PPO) administered by Premera Blue Cross. The monthly premium varies dependent upon plan and coverage level selected. Vision Vision coverage is included in the medical plan selected. Costs for eye exams and hardware; lenses, frames or contacts varies depending on the medical plan selected. Dental Dental insurance is provided by Delta Dental of Washington. The City pays the monthly premium in full for employee and eligible dependents. Life Insurance - Employee Only Basic Term Life Insurance is provided at one-and-a-half times the employee's annual base salary to a maximum of $150,000. The City pays the monthly premium in full. Life Insurance - Eligible Dependent(s) Basic Term Life Insurance is provided at $5,000 for spouse/domestic partner and $2,000 for each child. The City pays the monthly premium in full. Flexible Spending Account The City offers two optional Flexible Spending Accounts (FSA) - Health Care FSA and Dependent Care FSA. The Health Care FSA allows an employee to use pre-tax dollars to receive reimbursement for eligible medical, dental, and vision expenses. The Dependent Care FSA allows an employee to receive reimbursement for eligible daycare expenses for dependent children up to age 13 and other eligible dependents as defined by IRS Code. AFLAC Supplemental insurance is optional and is provided by AFLAC to help pay benefits that major medical insurance does not cover. The employee pays 100% of the monthly premium. AudioNet Hearing Aid Benefit AudioNet Hearing Aid Benefit is optional. The City of Spokane has partnered with AudioNet America to offer a discounted Hearing Aid Program with fixed out-of-pocket costs. LegalShield/ID Shield Prepaid legal services and/or prepaid identity theft programs are optional. These programs pay for a limited number of documents to be reviewed, limited trial defense representation, the preparation of a standard will, identity theft consultation, restoration and monitoring according to terms of contract. Pet Insurance Get cash back on the everyday care your pet needs to stay healthy! Nationwide/Voluntary Pet Insurance is an optional plan in which City of Spokane Employees can enroll. Voluntary Term Life Insurance Voluntary Term Life Insurance is optional and is provided through The Standard Insurance Company and is subject to application review and approval. Additional coverage up to $300,000 is available for employees and their spouse/domestic partner. Dependent children can be insured for up to $10,000 each. The employee pays 100% of the monthly premium. Continued Medical/Dental Insurance Employees separating from City service have the option to continue medical and/or dental insurance benefits in accordance with the Consolidated Omnibus Budget Reconciliation Act (COBRA). The employee pays 100% of the monthly premium in addition to a small monthly administrative fee.

RETIREMENT BENEFITS

Spokane Employees' Retirement System The Spokane Employees' Retirement System (SERS) is a defined benefit pension plan covering non-uniformed, permanent employees. As a participant, you contribute 11% of your salary toward your retirement. Contributions and earnings are tax-deferred. The City also contributes 11% of your salary toward your retirement. Employees hired on or after January 1, 2015 become vested (eligible for a monthly benefit at retirement age) at seven years of service. Deferred Compensation Enrollment in the City-sponsored 457 Deferred Compensation Plan administered by MissionSquare Retirement allows participants, on a voluntary basis, to defer a portion of their salary on a before or after tax basis. Contributions and associated earnings contributed on a before tax basis are eligible to receive City matching contributions and are tax deferred (not taxed until taken out). You can also choose to participate in the 457 Roth (after tax) contribution option. You may enroll in the 457 plan or change your contribution at any time. Minimum contribution is $15 per paycheck up to and is subject to the IRS annual limitations. The City will match employee contributions up to $120/month.

PAID TIME OFF

Official Holidays The City observes seven official holidays as paid. An official holiday that falls on a Saturday will be observed on the preceding Friday. An official holiday that falls on a Sunday will be observed on the Monday immediately following. The City observes Martin Luther King Jr's birthday but has not declared that day as an official holiday. For this reason, employees hired before the third Monday of January receive an additional eight hours of floating holiday time to be used in accordance with Local 270 Collective Bargaining Agreement provisions. Floating (Personal) Holidays Up to 48 hours administered throughout the year. Floating holiday hours may not be carried over into the next year and any unused hours will not be paid at termination. Vacation Leave Employees must be in paid status for 80% of that pay period to accrue vacation leave. The amount of vacation earned depends on the employee's length of service - from 12 days per year for a new employee to 27 days per year after 20 years of employment. Unused vacation hours carry over each year. Sick Leave Sick leave accrues at a rate of six (6) hours per biweekly pay period. Employees must be in paid status for 80% of that pay period to accrue sick leave. There is no maximum accumulation and unused sick leave hours carry over each year. Other Leaves The City also provides several other paid and unpaid leaves, such as: bereavement leave, Family and Medical Leave, maternity leave, jury duty, and military duty leave.

WORK/LIFE PROGRAMS

Employee Assistance Program The Employee Assistance Program (EAP) is a referral and counseling service administered by Deer Oaks. It provides a myriad of services to employees and their household members. Services include receiving confidential assistance for personal issues, such as managing stress, depression, parenting, alcohol/drugs, grief, etc. Each household member is eligible to receive up to eight counseling sessions per issue per year at no charge. There is also a benefit relating financial or legal concerns in addition to Worklife/Convenience services and online tools. Employer Sponsored Bus Pass (ESBP) Program The City of Spokane encourages employees to use alternatives to driving alone to work and participates in the ESBP Program offered by Spokane Transit Authority (STA). The program provides a bus pass for unlimited rides free of charge. Revised March 15, 2022