CITY OF SUNNYVALE Department of Human Resources 505 West Olive Ave., Suite 200 Sunnyvale, CA 94086 http://www.sunnyvale.ca.gov INVITES APPLICATIONS FOR THE POSITION OF: Helpdesk Technician An Equal Opportunity Employer SALARY $31.81 - $40.59 Hourly $2,544.50 - $3,247.50 Biweekly $5,513.09 - $7,036.26 Monthly $66,157.10 - $84,435.10 Annually OPEN DATE: 10/18/17 CLOSE DATE: 11/08/17 THE POSITION HELPDESK TECHNICIAN Full Time Regular Employment Opportunity The Information Technology Department (ITD) provides secure, reliable and integrated technology solutions in alignment with the needs and goals throughout the City in a timely manner, while delivering excellence in customer service. Within the department, the Infrastructure Services Division manages the City's server and storage platform, network infrastructure, desktops and laptops, emergency and non-emergency radios, operating system for all hardware, desktop applications and email in a manner that enables City Staff to effectively and efficiently support the City's operations. We are currently recruiting for a HelpDesk Technician to further enhance our service delivery. The ideal candidate will serve as the first point of contact for the department by working directly with end users to resolve technology related questions and issues. In addition, this person will independently perform a variety of other support functions for the department, such as documentation of processes to be published in Sharepoint, hardware set-up for City Council and Planning Commission meetings and provide secondary support for cell phone management. For complete job description, please click here: Job Description ESSENTIAL JOB FUNCTIONS (May include, but are not limited to, the following): Provides technical telephone support and customer service assistance either in person or over the telephone; refers problems to appropriate staff as needed. Assists with the resolution of technology problems reported by City staff and, on
occasion, members of the public through the use of standard computer tools such as remote access applications, desktop management appliances, the City's business applications, and other personal computer software products. May provide information technology training including new employee orientations regarding the City's software applications and voice and/or data communications equipment. Provides technical support, including testing and equipment maintenance for meetings in the City Council chambers. Provides technical direction, guidance, and customer service assistance to City employees in the operation and use of desktop computers and City information systems. Answers, evaluates and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from City employees experiencing problems with hardware, software and other information and computer-related technologies; sets priorities and assignment of service requests to resolve problems in the most expedient manner. Interacts with and assists Network Engineers in troubleshooting and diagnosing desktop computing and Local Area Network (LAN) and Wide Area Networks (WAN) problems. WORKING CONDITIONS Position requires prolonged sitting, standing, walking, reaching, twisting, bending, kneeling, crawling, squatting and stooping in the performance of daily activities. The position also requires repetitive hand movement and fine motor coordination in performing computer installation and repair and preparing reports using a computer keyboard. Additionally, the position requires both near and far vision when repairing and installing computers and/or when reading written reports and work-related documents. Additionally, color vision is required to accurately interpret visual displays and voice and data wiring color code standards. The nature of the work and assignment requires the ability to climb ladders and work in small spaces. Acute hearing is required when communicating by telephone and in person. The need to lift, drag and push equipment and materials weighing up to 50 pounds is also required. Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodation. MINIMUM QUALIFICATIONS Education and Experience: The minimum qualifications for education and experience can be met in the following way: An Associate's degree or 60 semester units or 90 quarter units from an accredited college or university in information technology, electronics, computer science business administration, public administration or a related field, AND Two years of professional experience in computer systems support, desktop/user support, information technology support, telecommunications support, networking support, business or administrative support. Knowledge of: Principles and practices of business systems applications, databases, office automation software and operating systems commonly used on desktop computers and networked
systems. Principles and practices of computer, business or telecommunications operations, including operating systems and software products; principles and practices of local area networks (LAN). Principles, practices, methods and techniques of providing customer service, training and providing technical and functional support to end users. Methods and techniques of modern office business software programs, recordkeeping, report preparation, technical documentation and writing. Applicable industry and safety codes and standards. Office methods, procedures, software and equipment. Methods and techniques of troubleshooting hardware, software, voice and/or data communications equipment and inter-connectivity problems. Principles and practices of software and hardware installation and repair. Principles and practices of assuring data security. Ability to: Identify, analyze and define administrative and technical issues, collect information, establish facts, draw valid conclusions and make appropriate recommendations. Effectively organize, prioritize and complete work assignments in an expedient and customer service orientation. Provide technical advice and consultation to City staff in person, over the telephone, or by email. Identify, analyze and resolve customer/user problems; take appropriate corrective action to problems; research technical materials to provide solutions to problems, or refer problems to appropriate staff. Learn complex principles, practices, techniques and regulations pertaining to assigned duties. Analyze current and future training, data, voice, software/hardware requirements and needs; make appropriate recommendations; develop, present and evaluate training programs and new employee training sessions. Effectively interpret and explain applicable processes, regulations, information technology protocols and hardware/software application solutions to users; listen and communicate information to persons with a diverse background of knowledge and experience. Develop and implement revisions to standard operating procedures to improve effectiveness and/or comply with technological changes as appropriate. Perform a variety of tasks in a consistent and accurate manner. Make sound decisions within established guidelines. Operate a computer using word processing and business software and other office equipment. Communicate effectively, both orally and in writing. Establish and maintain and promote positive and effective working relationships with employees, other agencies, public officials and the public. Demonstrate initiative and exercise good judgment in the performance of duties. Work independently and as a team member; recognize and set priorities and meet deadlines. Observe safety principles and work in a safe manner. Willingness to:
Work irregular hours, shifts and weekends as needed. Licenses/Certificates: Possession and continued maintenance of a valid class C California driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority. A+ Certification APPLICATION AND SELECTION PROCESS APPLICATION PROCESS If you are interested in this opportunity, please submit a City of Sunnyvale employment application and responses to the supplemental questions to the Department of Human Resources no later than 5:00 p.m. on November 8, 2017, (postmarks or faxes are not accepted). Candidates are asked to fully describe any training, education, experience or skills relevant to this position. Electronic applications may be submitted on-line through the City's employment page at Sunnyvale.ca.gov and click Jobs or application materials may be submitted to: Department of Human Resources, 505 West Olive Avenue, Suite 200, Sunnyvale, CA 94086. Late or incomplete applications will not be accepted. EXAM PROCESS Applications will be competitively screened based on the minimum qualifications of this position. Based upon a review of the application materials, the most qualified candidates will be invited to participate in the examination process, which may consist of an oral exam tentatively scheduled for Wednesday, November 29, 2017. (Note: The examination process may be changed as deemed necessary by the Director of Human Resources). SELECTION PROCESS Those candidates that receive a passing score on the examination will be placed on an eligibility list for up to one year, in accordance with the City's Civil Service Rules and Administrative Policies. Top candidates on the eligibility list will be invited to participate in a selection interview with the department tentatively scheduled for Thursday, December 7, 2017. Any candidate that is selected by the hiring department will be required to successfully complete a pre-employment process, which may consist of a background history check, as well as a medical exam(s) administered by a City selected physician(s) before hire. Prior to starting work, all newly-hired employees will be fingerprinted to check conviction history. A conviction history will not necessarily disqualify an applicant from appointment; however, failure to disclose conviction history will result in refusal of employment or termination. Positions which are covered by the Department of Transportation regulations are required to submit to a preemployment drug test and to random drug and alcohol testing. INFORMATION ABOUT PROOF OF EDUCATION Please note: Any successful candidate, selected by the hiring department will be required to submit proof of education (i.e. original copy of the diploma or college/university transcripts). ADDITIONAL INFORMATION Positions in this job classification are represented by the Sunnyvale Employees Association
(SEA). The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract. The City of Sunnyvale is an Equal Opportunity Employer. It is the policy of the City of Sunnyvale not to discriminate against all qualified applicants or employees on the basis of actual or perceived race, religion (including religious dress or grooming practice), color, sex (includes gender, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, breastfeeding or medical conditions related to breastfeeding), gender identity and/or gender expression, sexual orientation (including heterosexuality, homosexuality and bisexuality), ethnic or national origin, ancestry, citizenship status, uniformed service member status, marital status, family relationship, age, cancer or HIV/AIDS related medical condition, genetic characteristics and/or genetic information, and physical or mental disability. Applicants needing special accommodations for testing should submit a request to the Department of Human Resources at time of application. APPLICATIONS MAY BE OBTAINED AND FILED ONLINE AT: http://www.sunnyvale.ca.gov OR 505 West Olive Ave., Suite 200, Sunnyvale, CA 94086 EXAM #17-00176 HELPDESK TECHNICIAN TP
Helpdesk Technician Supplemental Questionnaire * 1. Instructions for completing the supplemental questionnaire: This supplemental questionnaire will be a primary tool in the evaluation of your qualifications for this position. The supplemental information that you provide will be evaluated along with your completed application. Please limit your response to one page per question. In answering the question(s), be as specific as you can. Some questions may include multiple parts (i.e., (a), (b), (c), (d), etc.). Please make sure to address each part of each question in the supplemental questionnaire below. Please be advised that you will be 'timed out' of this page after 30 minutes. Therefore, it is best to copy the supplemental questions that require text answers from this page into a document that you can save on your computer, produce your responses in that document, and then copy and paste the responses into the space provided below. Additionally, please save your work continuously. The completed application and responses to supplemental questions constitute an examination. Note: qualifying experience must be reflected on the job application form. Resumes may be attached, but they will not be accepted in lieu of completing the job experience section of the application or the supplemental questions. The information you provide will be used to further identify those applicants who are best qualified to continue in the selection process for this position. Your responses to the questions that require you to detail your background and experience should include the following information:* The number of years of experience you have had performing the duties that you are describing; The name(s) and type(s) of organization(s) where you obtained such experience; and, Your role and specific responsibilities within the organization(s). *Responses to the supplemental questions that indicate "see resume" are considered incomplete. By checking the 'Yes' response below, I indicate that I have read these instructions for completing the supplemental questionnaire and in accordance with these instructions, I understand that written responses to the supplemental question(s) listed below are required, in order to evaluate my qualifications for this position and for my application to be considered complete. Additionally, I certify that I have completed the following supplemental questionnaire on my own; the answers accurately reflect my training, education and experience; and, I understand that my responses are subject to verification. Yes No * 2. Do you have at least an Associate's degree or 60 semester units or 90 quarter units from an accredited college or university in information technology, electronics, computer science business administration, public administration or a related field? Yes
No * 3. Do you have at least two years of professional experience in computer systems support, desktop/user support, information technology support, telecommunications support, networking support, business or administrative support? Yes No 4. If you answered "yes" to the question above, please describe your experience in computer systems support, desktop/user support, information technology support, telecommunications support, networking support, business or administrative support. Please include the number of year's of experience you have at each agency and your specific job duties you were responsible for. If you do not have this experience, please enter N/A. * 5. Do you have a an A+ Certification? Yes No * 6. Please review the Helpdesk Techninican job description and select your most accurate level of experience: I can perform the duties with no additional training, and have instructed and trained others. I can perform the duties with no additional training. I can perform the duties, but additional training may be needed. I can perform the duties, but will require additional training. No experience, but willing to learn. * 7. Please select your most accurate Windows 10 Desktop Operating System experience from the menu below: I can perform tasks, but will require additional training. I don't have this experience, but willing to learn * 8. Please select your most accurate experience working with vendors below: I have experience working with vendors on reporting and resolving technical matters and have provided them with fixes to bugs in their system. I have experience working with vendors on reporting and resolving technical matters. I have experience working with vendors on reporting technical matters. I have experience relaying information to and from vendors. * 9. Please select your current level of experience with Microsoft 0365 below: I can perform this task with no additional training, and have instructed and trained others. I can perform this task with no additional training. I can perform this task but additional training may be needed. I can perform this task, but will require additional training. I have no experience but willing to learn. * 10. Please select the most accurate experience supporting Microsoft Skype for Business below:
I can perform tasks, but will require additional training. * 11. Please describe your most accurate level of experience supporting Microsoft One Drive below: I can perform tasks, but will require additional training. I have no experience but willing to learn. * 12. Please select the most accurate experience supporting Microsoft Office 2010 or 2016 WORD below: I can perform this task with no additional training. I can perform this task but additional training may be needed. I can perform tasks, but will require additional training. * 13. Please select the most accurate experience supporting Microsoft Office 2010 or 2016 Excel below: I can perform tasks but will required additional training. I don't have experience, but willing to learn. * 14. Please select your most accurate experience supporting Microsoft Office 2010 or 2016 POWERPOINT below: * 15. Please select your most accurate experience supporting Microsoft Office 2010 or 2016 ACCESS below: * 16. Please select your most accurate experience supporting Active Directory, resetting passwords below:
* 17. Please select your most accurate experience supporting Active Directory, creating domain accounts below: * 18. Please select your most accurate experience supporting Active Directory, Managing Organization Units (OUs) below: * 19. Please select your most accurate experience supporting Active Directory, Managing Group Policies below: * 20. Please select your most accurate experience supporting Adobe Desktop Software, Adobe Acrobat below: * 21. Please select your most accurate experience supporting Adobe Desktop Software, Creative Suite below: * 22. Please select your most accurate experience supporting Adobe Desktop Software, Photoshop below: * 23. Please select your most accurate experience supporting SharePoint, Editing Content below:
* 24. Please select your most accurate experience supporting SharePoint, Publishing Content below: * 25. Please select your most accurate experience supporting Creating User Help Guides, FAQs or Training Cheat Sheets/Guides, Creating Content below: * 26. Please select your most accurate experience supporting Creating User Help Guides, FAQs or Training Cheat Sheets/Guides, Reviewing and Customizing Content below: * Required Question