CITY EQUITY STATEMENT The City of Westminster welcomes diverse candidates from the broadest base possible. Our goal is to find the best candidate for the job—someone who belongs, not just fits. We value life and professional experiences, recognizing equivalent combinations of knowledge skills and education. Aligned with our city SPIRIT values, the successful candidate will have a passion and commitment to serving a diverse population of residents and must respect and uphold the principles of justice, equity, diversity, inclusion and belonging. We encourage you to think broadly about your background and skill set for this role, even if you believe you have a less traditional background than described we invite you to apply. POSITION PURPOSE AND IMPORTANT APPLICATION INFORMATION The Service Desk Specialist/Sr. Service Desk Specialist position is a progressively responsible, high-level position in the Information Technology Department that provides systems management and integration for personal computers, laptops, mobile devices and supports applications running in a Microsoft Windows Server and LAN/WAN environment. This position may require some evening and weekend hours. Work is performed independently and under the supervision of the IT Service Desk Supervisor. Progression from the Service Desk Specialist position to the Senior Service Desk Specialist position typically requires that the employee meet all the requirements of the Technical Support Specialist position as listed below and has three (3) or more years of experience successfully performing Technical Support Specialist duties, at the City of Westminster or through previous comparable employment. The full salary range for this position is stated above. The starting range of pay is dependent on qualifications and experience of each individual candidate. The City of Westminster has a Multilingual Stipend Program to encourage, and reward benefited employees who are conversationally fluent in languages other than English. Benefited employees have the opportunity to test their language proficiency skills and qualify for a bi-weekly stipend that will vary based on the employee’s level of proficiency and usage. ORGANIZATIONAL COMPETENCIES AND CULTURAL VALUES/GENERAL COMPETENCIES The City's work culture encourages passionate, positive and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service – People – Integrity – Respect – Innovation – Teamwork). This position supports the goals of the Information Technology Department, which delivers exceptional value and quality of life through the deployment and support of innovative technologies and SPIRIT. Every Employee Is Accountable To Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priority Communicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedback Act as an ambassador by understanding and fostering the organization's mission and vision Exhibit pride in self, the department, the city, and the community; conduct self in a professional manner Demonstrate integrity and build trust through credibility, reliability, commitment, loyalty, and ethical behavior Address difficult or contentious issues in a constructive manner Support/promote change; demonstrate flexibility, and take calculated risks when appropriate Participate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization Work to continuously improve the efficiency and effectiveness of the service or product being delivered Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives Value diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differences Citywide Establish effective interpersonal relationships through honest, open communication and follow-through on commitments Recognize personal strengths and weaknesses, and target areas for personal self-development Demonstrate initiative in performing job tasks Exhibit problem-solving skills leading to sound judgment and quality decisions Achieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independently Communicate effectively with individuals and groups using clear and concise verbal and written communications Demonstrate accountability for work, and take ownership in job performance Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall product Job Specific Ensure a high level of performance for mission critical systems and business applications Utilize excellent analytical skills, creativity and problem-solving skills for configuration and troubleshooting of personal computers, laptops and devices. Establish work priorities as a team member Communicate clearly, concisely and effectively technical concepts and technology solutions to management and personal computer users Read and comprehend technical manuals to install and configure hardware and software and troubleshoot personal computer, laptops and software application problems Follow departmental goals and directives Respond to user requests and concerns in a prompt manner Establish and maintain effective working relationships with City management, vendors, system users, supervisors, other employees and the public Handle multiple priorities and work with minimal supervision Essential Job Functions, Duties, Responsibilities, and Tasks Handle system troubleshooting, including Participate in the annual PC deployment process Possess a valid driver’s license and operate City vehicles in a safe and responsible manner Provide computer and laptop support, service center operations, and business application administration, including Install, configure, modify and maintain computer, laptops and software and patches; provides application support and other software Install new software releases, system upgrades and resolves software related problems Perform system backups and recovery Use automated tool for deployment of software upgrades and patches Maintain data files and monitors system configuration to ensure data integrity performs monitoring and tuning of business applications Deploy hardware and software upgrades for computers and laptops and perform upgrades or coordinates upgrades through Systems Administrator Supervisor Troubleshoot network connectivity issues for LAN/WAN clients in a Windows Server environment Support internal and external electronic mail Provide systems management, integration and troubleshooting for all supported personal computer hardware, software and peripherals Prepare and maintains related documentation for installation, configuration, troubleshooting and disaster recovery Install applications and delivery/setup of PCs at City facilities Assist in the cleanup of decommissioned PCs and printers to wipe hard drives and prepare for auction or donation Assist in coordinating technology items for auction pickup Maintain regular and punctual attendance Other Duties and Responsibilities Incumbent is accountable for all duties of this job, and other projects and responsibilities may be added at the City’s discretion. Position Requirements Education, Experience, Skills, Formal Training, Licenses, and Certifications Required Previous experience in Information Technology performing support for computers, laptops and mobile devices in a LAN environment Experience with Windows 10 and 11, Microsoft 365 Apps for enterprise, and other third-party applications Possess and maintain a valid driver’s license and safe driving record throughout employment Formal education or training related to one or more of the following: Windows server, Windows desktop, or other Microsoft technologies Associates degree or greater in Computer Science or related field Must possess or complete the following within six months of employment, and maintain current certification throughout employment: A+ CompTIA Certification Dell Hardware PC Support Certification Ability to pass the Criminal Justice Information Services (CJIS) background check Preferred Three (3) or more years of professional work experience in Information Technology performing support for computers, laptops, and mobile devices in a LAN environment Any equivalent combination of education, training, and experience, which would provide the required knowledge and skills, may be considered Bachelor’s degree in computer science related Physical Requirements Work is sedentary in nature and requires sufficient physical stamina and strength for: Constant sitting to perform daily tasks; occasional walking through a multilevel facility to retrieve information; frequent standing, sometimes for extended periods Frequent squatting, reaching above shoulder, and twisting to file documents and lift supplies and material; occasional bending, kneeling, climbing, balancing, and reaching below shoulder to store documents, material, and supplies Constant light grasp, fine manipulation, and handling to perform daily duties; occasional firm grasp to safely use equipment Frequent lifting, carrying, and pushing and/or pulling of up to ten (10) pounds to move material and supplies; occasional lifting and pushing and/or pulling of up to 25 pounds with dollies and carts Working Conditions Work is constantly performed indoors. This is primarily sedentary office work. Must demonstrate the ability to meet the physical demands of the job, including the ability to retrieve information from various locations in the office when needed. Exposure to periods of high activity and stress under demanding conditions. The position requires a great deal of communication with City employees, the public, and outside agencies. Required Materials and Equipment Personal computer, laptops and parts, printer, peripheral equipment, telephone, servers, computer reference materials Pre-employment Requirements Background checks will include employment references and criminal history, and when applicable, credit check, driver license record, and education verification Must be able to pass the FBI Criminal Justice Information Services (CJIS) background check due to access to sensitive areas Drug screen Physical Must be legally entitled to work in the United States The City of Westminster, Colorado, is a drug free workplace and an Equal Opportunity Employer that values diversity and aims to have its workforce reflect the community. Benefit Package Health and Dental Flexible Spending Pension/Retirement Plans Term Life Insurance Long-term Disability Survivor Benefits Wellness Program Career Development Program Tuition Reimbursement Program Leave program that provides for vacation, holidays, sick leave, major illness, and on the job injury For a more detailed overview of our General Non Exempt employee benefit package: 401(a) Contribution Rates Employee Mandatory Contribution: 11.5% of your base pay. Contributions are pre-tax and fully vested. Employer Contribution: 12% of your base pay. Employer Contribution Vesting Schedule Less than 3 years - 0% 3 to 4 years - 60% 4 to 5 years - 80% Over 5 years - 100% For employees age 55 and older, the employer contributions are 100% vested Commute Benefits The City of Westminster provides employees with innovative and practical ways to improve their commute through two key features, EcoPass and Commute Benefits powered by Commutrics. EcoPass provides unlimited trips on RTD's core transit services and Commute Rewards allows you to record your trips and get rewards based on your commute mode. #J-18808-Ljbffr