Bellevue welcomes the world. Our diversity is our strength. It is what makes the City of Bellevue an exciting place to work, live, and explore. We are an innovative, award-winning organization that respects work-life balance. The City of Bellevue’s Information Technology Department (ITD) provides services to the citizens of Bellevue and across the region. ITD supports enhancements to digital government that reflect a one city, user-centered approach to engaging with the public, where it’s easy to find information and connect with city government. We serve more than 1,600 employees in 14 departments at 35 different locations and supports the computing, application, networking and phone infrastructure that helps employees use technology effectively.
As technology continues to shape core business functions, ITD’s partnership with internal customers is critical to successful technology adoption. From information security to continued workforce mobility, workforce technology continues to evolve rapidly.
If this sounds like an exciting place to work, then you might be a great fit for our End User Support role. You’ll be responsible for Tier 1 technical support of City of Bellevue employees in our IT Support Desk.
Standard shift in position will be Monday – Friday, 7:00am to 4:00pm, but is subject to change.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Answer and respond to calls for assistance at our Technology Support Desk.
Diagnose and resolve technical issues on a wide variety of computer hardware, software, tablets and mobile devices.
Record all requests for service in our automated tracking system.
Ensure that standards for response time are met.
Provide instruction on the use of technology, primarily to city staff, but also to citizens that use some of our technology resources.
Participate in our replacement program for computer equipment, including: installing new computers, entering changes in our inventory database, resolving installation issues, and documenting new installation instructions.
Develop documentation including: tip sheets, standard operating procedures, and intranet pages.
Education & Experience RequirementsHigh school diploma or equivalent education, plus:
Help Desk and troubleshooting experience, ideally on internally facing service desk.
Excellent customer service orientation and experience.
Thorough understanding of computers including relationships between hardware, software, and operating system components.
Experience installing, evaluating, and supporting a variety of mobile devices.
Knowledge of Microsoft Windows, Office, and SharePoint products.
Able to follow established procedures, document call effectively, and escalate problems as needed.
Basic knowledge of phones, voicemail systems, and hardware components. Able to provide user support on these devices.
Related certifications (A+, HDI Support Center Analyst Certification, etc.) desirable.
Experience with remote support tools a plus.
Additional Qualification Criteria
Ability to pass a criminal background investigation.
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