Job Description

Overall Job Objective

Description


The City of Littleton's dynamic Information Technology Department is seeking a friendly, customer service focused team member as a Temporary Customer Success Specialist. This position provides IT support over the phone, email, and deskside to our staff members across all city departments. This position will play a vital role in keeping our city working by responding to requests for computer-related information as well as desktop and workstation support, and various IT projects.
 
The ideal candidate...

  • Enjoys working on a team in a fast-paced environment, is organized, detail oriented, inquisitive, and strives to provide excellent customer service.
  • Is patient and knows how to communicate with a variety of customers using easy to understand technology terms.
  • Follows requests and assignments through to completion and is always looking for better and more efficient ways to do things.
 
If this sounds like you, this is a great opportunity to gain valuable experience and get to know our innovative and fun IT team!
 
This is a temporary position that is expected to last 3-6 months.
 
Work Schedule:
Monday - Friday, 8am to 5pm
 
Starting pay at or near $28.46 per hour.
 
This posting will remain open until finalists are identified or the position is filled. Applicants are encouraged to apply early.

Essential Duties & Responsibilities

 

  • Serves on the Customer Success Help Desk team, responding to requests for service via various methods (email, chat, phone call), greeting customers, determining needs and providing resolution. Customers include, but are not limited to city employees, vendors and suppliers.
  • Responds to requests for service from customers related to problems with PC and network software and hardware; diagnoses and solves PC and network software and hardware-related problems.
  • Diagnoses and solves broad range of PC and network software and hardware-related problems; diagnoses and solves computer software and hardware problems; establishes a priority for working and resolving requests according to established priorities.
  • Assists in the regular administration and maintenance of the city's LAN/WAN, e-mail system and archival back-up system to ensure the integrity and efficiency of the network and systems.
  • Uses and maintains an information technology service management system, knowledge base and asset management system.
  • Responsible for keeping the asset management system up to date.
  • Installs new software and computer equipment, including software and hardware upgrades to existing workstations; researches and recommends replacement equipment as needed; orders or assists in the ordering of equipment; checks equipment upon arrival for conformance to purchase order or bid specifications; checks equipment for serviceability and schedules installation of equipment according to manufacturer's specifications.
  • Recommends improvements to systems and processes.
  • Repairs or replaces malfunctioning computers, printers, peripherals, networking equipment or software; assists in the implementation, maintenance and repair of the physical networking infrastructure.
  • Resolves communication and connectivity issues.
  • Assists with the yearly replacement of scheduled City computers by receiving, configuring, imaging, scheduling and proper installation.
  • Provides training to users on various software packages and productivity tools; reviews software packages to stay current on new developments and features; assists in the set-up of city-wide computer training; including developing curriculum and materials and teaching classes to city employees.
  • Processes technology orders and prepares and compiles monthly reports.
  • Performs daily operational support of telecommunication equipment and repair of non-working equipment, including cell phones, adds and changes to VOIP, digital, and analog phones.
  • Assists IT department with receipt, verification and payment of invoices; may initiate and process requisitions and purchase orders as required.
  • Maintains an inventory of office supplies and purchases these supplies in accordance with established purchasing procedures.
  • Assists IT department with preparation of bid documents and receipts as required.
  • May serve as an Emergency Worker.
  • Performs other similar duties and projects as assigned.

Minimum Qualifications

 

  • Two (2) years of experience in an IT support related role, or
  • An equivalent combination of education, formal training or work experience that produces the knowledge, skill and abilities to perform the essential duties and responsibilities of the position.
  • Requires a valid driver's license.
  • Must be able to pass a pre-employment criminal background check.

PREFERRED QUALIFICATIONS:
  • Associates degree or higher in a Computer Science related field
  • Industry certifications such as CompTIA A+
 
 

Knowledge, Skills, Abilities

 

  • Requires knowledge of the principles, practices and techniques of PC hardware configuration, including but not limited to: disk drives, Ethernet, Wi-Fi, and BIOS settings.
  • Requires knowledge of application and productivity software.
  • Requires knowledge of PC and network operating systems, including Windows and Office 365 applications.
  • Requires interpersonal, oral and written skills; the ability to effectively interact and communicate with individuals; the ability to act with tact, good judgment and discretion; the ability to effectively work with individuals under stressful conditions; the ability to maintain the confidentiality of matters, as appropriate.
  • Requires the ability to read, understand and interpret English language manuals and other written materials including, but not limited to: Windows manuals; systems documentation and application reference manuals (e.g. MS Word, MS Excel; online documentation; Internet/Web resources; and "Help Desk"/knowledge base system).
 
WORKING ENVIRONMENT & PHYSICAL REQUIREMENTS:
  • Work is primarily conducted indoors in a standard office environment or other work areas where computers are used; minimal outdoor work involves driving and travel and work at other city facilities where computers and computer systems are used. The outdoor driving, travel and work at outlying city facilities may include occasional exposure to extreme heat or cold with or without temperature changes and occasional wet and/or humid conditions.
  • This work requires occasional installation of computer wiring or other equipment in areas where dusts are present. This work may also include occasional exposure to electrical hazards from electrically-charged computer equipment and possible exposure to burns from soldering wires.
  • Long periods of sitting, standing or walking may be required. Physical requirements include the performance of moderately heavy work consisting of physically- demanding tasks that include, but are not limited to: occasional lifting, carrying, pushing and pulling objects weighing up to-65 lbs with or without assistance.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online