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Lifecycle Management Technician (ITP-C, BU)

City of Seattle - Seattle Information Technology Department
Seattle, WA Full-time
Posted on November 27, 2019

Lifecycle Management Technician (ITP-C, BU)

Salary: $36.19 - $54.27 Hourly
Location: Seattle, WA
Job Type: Classified Civil Service, Regular, Full-Time
Department: Seattle Information Technology
Job Number: 2019-02035
Closing: 12/17/2019 4:00 PM Pacific

Position Description

Department Overview:
The City of Seattle is seeking qualified candidates for two (2) positions of Lifecycle Management Technician for the Frontline Digital Services (FDS) Team in Seattle Information Technology (Seattle 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 amongst 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 the technology backbone of the City of Seattle's complex operations and its ability to deliver a wide array of services for the residents of Seattle. The 700+ strong professionals in Seattle IT are involved in the full spectrum of a modern IT enterprise offering many dynamic career opportunities. Our vision is simple: be a Best-in-Class digital services delivery team and set best practices for others to follow.

Job Responsibilities

Position Description & Key Responsibilities:
These positions report to Seattle IT's Lifecycle Management Program Manager.  Primary duties include:

  • Work independently and with other Frontline Digital Services staff to prepare, configure, deploy, move, replace, and surplus desktop computing equipment for all City departments.
  • Position requires high attention to detail;
  • Ability to prioritize work,
  • Self-manage assigned tasks, and
  • Multi-task in a fast-paced computing environment. 

Technical Skills:

  • Respond to, own, resolve, status, and update service requests and incidents within the ticketing system;
  • Image new and replacement PCs and laptops;
  • Migrate software & applications and user profiles from existing devices to new ones;
  • Send notifications, schedule and complete annual device replacements with end-users;
  • Configure and deploy new devices from hardware orders;
  • Perform individual or group moves of users and devices;
  • Surplus replaced, failed, unused or obsolete devices;
  • Thoroughly document your work in multiple systems - all in accordance to established policies, processes, and procedures. 

Soft Skills:

  • Create, review, update, and maintain system and process documentation;
  • Craft, send, and respond to end-user communications and notifications;
  • Participate in projects with FDS and other division staff;
  • Act as subject matter expert for project related work;
  • Train IT staff and end-users as needed.
  • Position requires advanced IT knowledge of desktop operating systems, security, networking, applications, as well as excellent communication, time management, and customer service skills.

The successful candidate will:

  • Provide a high quality of service in all work assigned.
  • Ensure all work assignments are completed in a timely and professional manner.
  • Work with group staff and management on continuous process improvement efforts.
  • Document work performed and provide status updates in a timely manner.
  • Act as a Subject Matter Expert (SME) as assigned by Manager.
  • Have experience or familiarity with ITIL framework.
  • Bring advanced technical expertise, professionalism, and exceptional customer service to the Team.
  • Perform varied job tasks commensurate with the IT Professional C job classification.

Qualifications

NOTE:  Equivalent combinations of education/experience/training will be considered for the required qualifications except where specifically noted.

  • Minimum of three years Windows desktop/laptop/mobile device support experience in a professional enterprise environment, including Office 365 and other software applications.
  • Experience installing, upgrading and/or configuring desktop and laptop computers, operating systems, and software.
  • Experience developing, updating, and maintaining technical documentation, including workflows and procedures for complex operational processes
  • 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 to travel to City facilities to deliver/install/retrieve equipment.

NOTE:  Employment contingent upon successful completion of comprehensive background investigation in compliance with Seattle's Fair Change Employment Ordinance SMC 14.17.
NOTE:  Must be able to pass CJIS, NERC, and/or PCI certifications, including background investigations, if required.
NOTE:  Pre-employment physical required.
NOTE:  This position is affiliated with a collective bargaining unit; International Brotherhood of Electrical Workers, Local 77.

Additional Information

Desired Qualifications:

  • BA/BS or AA degree or equivalent in computer science, information technology, business management, IT Security or a closely related field.
  • A+, MCSA/MCSE, ITIL, ACMT, CISM Certifications.
  • 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.
  • Experience developing, updating, and maintaining technical documentation for complex operational processes.
  • Experience performing hardware and software testing and validation.
  • Experience with .NET and PowerShell scripting to automate tasks and manage AD objects
  • 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

Additional Information:
This position is open to all candidates who meet the minimum qualifications.  The Seattle Information Technology Department 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.  ITD encourages people of all backgrounds to apply.

How to Apply:
Apply online and submit cover letter and resume at www.seattle.gov/jobs or complete an application and drop it off at the Seattle Department of Human Resources, Seattle Municipal Tower, 700 5th Avenue, Suite 5400, Seattle, WA 98124-4028.

The City of Seattle is an Equal Opportunity Employer that values diversity in the workplace