City of Forest Grove · 2 days ago
Information Technology Services Specialist III
Forest Grove, OR
Full-time
Onsite
Senior Level
5+ years expThe City of Forest Grove is seeking a Senior IT Support Specialist to provide advanced technical customer service related to computer hardware and software applications. The role involves troubleshooting operational issues, maintaining IT systems, and acting as a liaison for technical support and vendor coordination.
Responsibilities
Provides advanced technical support to the City’s information technology program, including desktop, hardware, software, network connections, devices and equipment
Installs, maintains, and troubleshoots operational issues related to networked computers, printers, and other devices
Troubleshoots loading of operating systems, drivers, and applications on networked devices including personal computers
Adheres to standards for configuration and resource management consistent with defined best practices and mandates related to security and compliance
Serve as liaison for research, troubleshooting, and resolution of issues relating to information technology; provide technical support and information to vendors, outside consultants, and contractors
Serves as a technical resource for maintaining, enhancing, and upgrading the department's current and long-term computer system operations
Researches, evaluates, and purchases computer equipment and supplies
Orders and maintains inventory, tracks and receives a variety of computer systems and telecommunications equipment, software applications supply, training materials, and related needs adhering to established purchasing policies
Represents the department at conferences on specialized topics, meetings with appropriate vendors, and reviews publications and industry documentation to become and remain current on principles, practices, and new developments in assigned work areas
Coordinates with contracted vendors to resolve problems with system applications, servers, network support, and voice communications
Assists in training and advising subordinate staff on effective operating procedures
Enforces information technology operational policies and procedures
Assists in maintenance of data integrity with backup, archive, and recovery processes and assists with implementing and maintaining procedures for disaster recovery
Advises the IT Team on support process improvements that enhance service quality and user satisfaction and advises leadership on lifecycle and budgeting of client services hardware and software solutions
Works with the IT Team to design (as assigned), implement, and maintain sustainable IT managed services
Develops and modifies user accounts within domain structure and troubleshoots user account problems
Tracks and monitors service efforts and implements work plan requests in relation to the capacity and limitations of computer hardware, operating time, and available personnel
Ensures supervisor and other parties involved are apprised of work progress including present and potential work problems and makes suggestions for new or more effective ways to address customer service issues
Communicates and interfaces with end users; instructs end users concerning computer systems and software applications in a clear and timely manner
Contribute to a positive work environment
Maintain regular, predictable attendance and punctuality
Perform other directly related duties consistent with the role and function of the classification
Qualification
Required
Associate degree in computer science or closely related field of study AND three (3) years of experience providing computer hardware and software support
Bachelor's degree in computer science or closely related field of study AND one (1) year of experience providing computer hardware and software support
In lieu of a degree, candidates must have a minimum of five (5) years of experience providing computer hardware and software support
Possession of an appropriate, valid driver's license
Possession of or ability to obtain within 3 months of appointment: Criminal Justice Information Systems (CJIS) certification
Must be able to pass an extensive background investigation
Knowledge of operations, services and activities of an information systems program
Knowledge of principles and practices of computer science and information systems
Knowledge of operational characteristics of various computer systems, applications and peripheral equipment
Knowledge of a wide variety of network and microcomputer hardware and software applications, including networking essentials and peripheral equipment
Knowledge of data processing terminology and methodology
Knowledge of modern office practices and procedures
Knowledge of best practices and methodologies for providing effective customer service
Knowledge of best practices of security concepts and compliances
Knowledge of principles of training end users and explaining information in a clear manner
Ability to operate personal computers, printers and other peripheral equipment
Ability to install, configure, troubleshoot and/or repair computer and network hardware and software problems
Ability to develop and conduct training programs for client-server applications and programs
Ability to translate technical solutions into user friendly language suitable for customers with little experience with information technology
Ability to provide assistance and coaching to other technicians with regard to customer-oriented solutions
Ability to patiently assist users at all levels when troubleshooting of problems
Ability to identify, coordinate, and implement the resolution of computer software and hardware operational problems
Ability to maintain a wide variety of network and computer hardware and software
Ability to establish and maintain cooperative working relationships with individuals and groups who come from diverse backgrounds and represent members of the public, coworkers, and/or vendors
Ability to communicate effectively both orally and in writing
Benefits
Health Insurance
Group Life Insurance
Long Term Disability
Section 125 Plans
HRA VEBA (Voluntary Employees' Beneficiary Association)
PERS Retirement
Vacation Leave
Sick Leave
Holiday Leave
Wellness Plan
Employee Assistance Program
Education and Training
Company
City of Forest Grove
Located in central Washington County, in beautiful northwest Oregon, Forest Grove is surrounded by rolling hills, evergreen forests, and vineyards providing a scenic backdrop for an abundance of recreational opportunities.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase