Client Support Technician
Client Support Technician
Salary $39.74 - $59.60 Hourly
Location Seattle, WA
Job Type Classified Civil Service, Regular, Full-Time
Department Seattle Information Technology
Job Number 2023-00527
Closing 3/28/2023 4:00 PM Pacific
The City of Seattle is seeking qualified candidates for the position of Client Support Technician with Seattle Information Technology (IT).
As a city, Seattle is known as a progressive leader in technology, innovation, and the environment. As an employer, the City of Seattle is leading local government in environmental stewardship and social justice among other things, making our city what it is today and shaping our exciting future. The organization’s workforce plays a critical role in making this possible.
Seattle IT is a trusted partner that provides secure, reliable, and compliant technologies enabling the City of Seattle to deliver equitable and responsive services to the residents of Seattle. This purpose statement is a simple declaration of who we are and why we do our work. It is intended to be a guide that helps us to not lose sight of why we perform everyday tasks or to invest effort to solve difficult problems. It emphasizes that our existence as a department is to support our City partners. It reminds us that we are part of a larger organization that collectively is working towards improving the lives of the residents of our city. The 600+ strong professionals in Seattle IT are involved in the full spectrum of a modern IT enterprise offering many dynamic career opportunities. We hope you’ll join us.
The Client Support Technician (IT Professional C-BU) reports to Seattle IT’s client support supervisor, which is a part of the Collaboration and Workplace Technologies Division. Primary duties include install, maintain, configure, test, document and repair software and hardware used on city desktops, laptops, mobile computers, printers, peripherals, audio/visual and other unique hardware or software used within the city. You will work on software and operating system deployment, vendor coordination, creating user guides, act as subject matter expert on specifically assigned technology, and train IT staff as needed. Advanced IT knowledge, including desktop operating systems, security, networking, applications and excellent customer service skills are a desired requirement. Position requires attention to detail and ability to multi-task in a fast-paced computing environment.
The successful candidate will:
- Ensure all work assignments are completed in a timely and professional manner while providing high quality service.
- Continuously seek to improve processes and services, working with team members and management.
- Use existing tools and systems to perform daily functions of the job, completing documentation and status updates in a timely manner.
- Provide Tier II escalation support for City Service Desk.
- Act as a subject matter expert (SME) as assigned by supervisor.
- Be familiar with ITIL framework.
- Bring sophisticated technical expertise, integrity, and outstanding customer service to the team.
- Perform varied job tasks commensurate with the IT Professional C level.
This role may be required to provide on-call support on nights and weekends.
NOTE: Equivalent combinations of education/experience/training will be considered for the required qualifications except where specifically noted.
- Minimum three years’ Windows desktop/laptop support experience in a professional enterprise environment, including: O365/MS Office, and other software applications.
- Experience installing, upgrading and/or configuring computers and software, including client-side networking and telephony skills.
- Demonstrated success record in documenting technical procedures and communications.
- Excellent communications skills, both written and oral.
- Excellent time management skills.
- Excellent analytical and problem-solving skills.
- Ability to work in fast-paced dynamic environment with many customers and competing priorities.
- Must be available to be on-call to respond to problems arising during non-business hours.
- Must be able to: lift 25#s, stand for long periods of time, take equipment on and off shelves, work around and under desks, climb flights of stairs and must be able to walk frequently for extended periods of time.
- Must possess a valid driver’s license or provide evidence of equivalent mobility in order to travel to city facilities to deliver/install equipment statewide.
- BA/BS or AA degree or equivalent in computer science, information technology, business management, IT Security or a closely related field.
- A+, MCP, and/or MCDST Certification.
- Hardware and Software testing experience.
- Experience with Microsoft SCCM.
- Experience with Active Directory Group Policies.
- Experience with Audio Visual technology support.
- Ability to identify and document risks, opportunities and efficiencies related to assigned work.
- Experience with Mobile computing hardware and software, and wireless connectivity.
- Experience with Macintosh environment.
- Project management training and/or certification.
The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior, our personal commitments, and the ways that we courageously share our perspectives and encourage others to do the same. To cultivate an antiracist culture, we seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures, unlearn the way things have always been done, and provide equitable processes and services.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.
More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans
We encourage you to use your cover letter to discuss why you want to do this work and how you meet the qualifications for the position. Your resume should summarize the talent, experience, knowledge, and skills you bring to this work. Apply online at https://www.governmentjobs.com/careers/seattle/
If you have any questions, please contact Julie Hugill, HR Business Partner at Julie.Hugill@seattle.gov.
Workplace Environment (Telework Expectation): This position offers the flexibility of a hybrid work schedule. At this time, hybrid telework schedules have a minimum requirement of two days onsite per week. Individual schedules will be based on operational needs and agreement between the employee and their supervisor.
This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided an opportunity to explain or correct background information.
Who may apply: This position is open to all qualified candidates that meet the minimum qualifications.
The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. The City encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience.
NOTE: This position is covered by a collective bargaining unit; International Brotherhood of Electrical Workers, Local 77. For information explore Local 77’s website.
- City of Seattle
- Seattle Municipal Tower
700 5th Avenue, Suite 5500
Seattle, Washington, 98104