Variable Technology Support Partner

The City of Lakewood is dedicated to upholding City values to include: Performance Excellence, Leadership, Respect and Collaboration. Best fit candidates will demonstrate innovation, customer service, dedication, passion and engagement. All people, citizens and employees, will be treated with respect, relevance, and importance.

HIRING RANGE: $20.00 - $30.00/hour

The Service Desk plays a key role in the delivery of high-quality technical support for the City of Lakewood with an emphasis on exceptional customer satisfaction and a personalized service. The VAR Technical Support Partner is responsible for high quality end-user technology support for Tier 1 hardware and software issues.  This position requires basic to moderately complex skills in troubleshooting Microsoft Windows, Office products, PC Hardware and various other technologies.  Work is coordinated through the IT ticketing system, with an expectation that work is prioritized appropriately by the employee to meet service levels or escalated appropriately.

The City of Lakewood is currently recruiting variable employees for this position.  A variable employee is an at-will employee who works in a seasonal or temporary capacity.  Their work schedule is based on business need.  This position would be a part-time non benefitted position.

ESSENTIAL JOB FUNCTIONS

• Answer Service Desk phone line to provide end-user customer service experience.
• Prioritizes own work assignments daily that range from routine assignments, work of an urgent nature requiring quick turnaround, and project work requiring steady progress over time and escalate high priority issues to senior staff, as necessary.
• Strives to attain the highest possible first-time service resolution rate for colleagues and records and documents technology user incidents and requests using the IT ticketing system. 
• Maintains a comprehensive understanding of the Service Desk knowledge base system.
• Maintains a current level of knowledge with regards to technology, in particular security policies and technology department standards.
• May assist in developing technology training and documentation material
• Skill in utilizing equipment used in desktop systems, laptops and peripherals.
• Skill in assisting users with basic computer issues on the telephone and in person.
• Skill in setup, inventory, monitoring, administrating, identifying, diagnosing and fixing desktop computer systems

• Assist in administering personal computer systems and Local Area Networks (LAN) including conducting system debug / diagnosis, repairs, installation or configuration, routine maintenance, etc.  
• Maintains a working knowledge of personal computer system hardware, operating systems, and standard software packages. Performs installation, repair and maintenance of computers, and printers for all municipal computer users. 
• Maintains an expert knowledge of Police Mobile Data Computer (MDC) environment including MDCs, GPS, AVL, antennas, wireless connectivity management, printers, Automated License Plate Reader (ALPR) hardware and all related software. 
• Utilizes troubleshooting expertise to resolve simple and complex issues related to desktop support. 
• Maintains a working knowledge of cabling systems and other LAN and WAN technologies/devices.  
• Performs cable connections and network configuration for all installed equipment such as PC’s, printers, etc. when and where required.  
• Performs necessary repairs where feasible or arranges for the necessary repairs.  
• Takes actions consistent with software licensing compliance, both technically and administratively. 
• Performs preventive maintenance, as necessary. 
• Performs other duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

Supervision Received

Receives direct supervision from the Information Technology Supervisor

Receives work assignments from Lead Technology Support Partner

Supervision Given

None.

ESSENTIAL QUALIFICATIONS (Knowledge, Skills and Abilities)

Education

High school diploma or equivalent.

Associate degree in Computer Science or related field preferred.

Experience

0-2 years relevant desk-top and technical experience in a Service Desk or Call Center environment.

Licensure/Certification/Registration

Valid driver’s license and good driving record.

Desirable to hold ITIL qualification Foundation level certification.

Must pass CJIS fingerprint background check.

Certification in A+ and current Microsoft operating system preferred.

Other Knowledge, Skills and Abilities

Desirable to have experience of working with Active Directory, MS Office 365, Windows environments.

Good hardware and software troubleshooting skills

Ability to deal effectively with interruptions.

An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach.

Skill in utilizing equipment used in desktop systems, laptops and peripherals.

Skill in assisting users with basic computer issues on the telephone and in person.

Skill in setup, inventory, monitoring, administrating, identifying, diagnosing and fixing desktop computer systems

Good interpersonal skills for written, oral and face to face communications, both within Technology and the organization.

Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated / drive, Flexible.

Working Conditions and Physical Requirements

Must successfully complete and maintain required state or departmental physical standards and certifications.

LIGHT WORK: Exerting up to 30 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.  If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for Light Work.

Physical Demands

• Bend or position self to move items from higher place to lower place or vice versa
• Sit, stand or be stationary
• Talk, hear, converse, communicate, or exchange information
• Use of hands and/or fingers in a repetitive motion to handle, pinch, grasp, move, feel, inspect, etc.
• Walk, ascend, descend on both even and uneven terrain
• Vision to include distance, depth perception, peripheral and color

Environmental Conditions may include

• Office settings

Physical Requirements – No Physical Needed

• Lift, carry, push, pull, move, or positions from all levels up to 30 lbs with or without assistance

The City of Lakewood is a drug-free workplace that provides employment opportunities in compliance with all pertinent federal, state, and local laws. All Lakewood employees are expected to work and complete all tasks in a safe manner consistent with training, standard operating procedures, City or Department policies, and common sense. Working in a safe manner includes the use of personal protective equipment (PPE) and complying with all City and/or Department safety rules. Horseplay on-the-job is strictly forbidden. The failure to work in a safe manner, use PPE, follow standard operating procedure, or comply with a safety rule will result adverse employment consequences ranging from verbal discipline to termination from employment, including any applicable reduction in benefits under the Colorado Workers’ Compensation Act. Employees are also expected to encourage safe work practices by all co-employees, and to report any unsafe work practices immediately to a supervisor. 

The City of Lakewood celebrates diversity, equity and inclusion in all areas of our workforce. Accordingly, the city is committed to creating, nurturing and sustaining a diverse, equitable and inclusive culture, where differences drive innovative solutions to meet the needs of our community and employees.