City of Ames Client Support Coordinator in 50010, Iowa
Client Support Coordinator
Client Support Coordinator
$61,348.00 - $89,690.00 Annually
7/26/2019 8:00 AM Central
The City of Ames is currently conducting a recruitment to establish a Civil Service eligibility list for Client Support Coordinator within the Information Technology Department of Finance. The list will be valid for up to one year from the date of certification by the Ames Civil Service Commission and may be used to fill one or more vacancies in this classification.
Under the general supervision of the Information Technology Manager, plans, organizes, and supervises the client support and help desk functions; plans, implements, and manages complex assignments and projects; exercises discretion and independent judgment in applying departmental policies and procedures; performs other work as required.
Examples of Essential Job Functions
Responsible for overseeing the overall coordination, network connection, management and maintenance of computers (PCS) within the enterprise to insure compatibility and integration with enterprise strategies. Responsible for the overall coordination, network connection, management, and support of enterprise computers and software. This includes, but is not limited to, the evaluation, implementation and training of new products or services, comprehensive systems analysis, and progressive support methodologies for all supported applications. Manages and maintains asset/inventory system of current computer and telephone hardware; manages and maintains work order system of computer hardware and software problems; documents the problem; delivers exhaustive problem resolution support to City IT customers; and, if additional support is needed, manages problem resolution with City IT personnel and vendors; acts as a liaison to service representatives to ensure problem is resolved to customer satisfaction. Provides general training in the use of standard hardware, software, network access, peripherals, and telephone usage. Coordinates on-site training. Plans, implements, and manages complex assignments and projects; collects and analyzes information; and prepares reports for information sharing and planning with City IT personnel. Supervises, trains, evaluates and disciplines assigned personnel. Work is subject to shift assignment and on-call status.
Each employee is expected to continually strive to bring shared values to life through our Excellence Through People organizational culture. ETP values include: committing to continuous improvement, inspiring creativity and innovation, being customer driven, making data-driven decisions, championing employee involvement, striving for excellence, having fiscal stewardship, acting with honesty and integrity, exhibiting leadership, choosing a positive attitude, respecting one another, promoting safety and wellness, and cultivating teamwork. For leaders, this includes creating a work culture that brings these values to life. For all employees, this includes maintaining a Total City Perspective. The purpose of ETP is to deliver exceptional services to the public at the best price, and for employees to experience an enjoyable and stimulating work environment.
Education and Experience: Bachelor's degree in Management Information Systems or related specialization and at least three years of PC software and hardware support experience ; or equivalent combination of education or experience. Experience with supporting PCS, printers, computer applications, Windows networking is required. Experience with AS/400 operations is desirable.
Licenses and Certificates: Must obtain A+ Certification within 6 months of employment, and maintain during employment. Microsoft certifications are also required and maintained, but also increased during employment.
*Preference may be given to applicants possessing qualifications above the minimum.
Knowledge, Skills, and Abilities: Knowledge of the principles, practices, methods, and techniques associated with trouble shooting and supporting PC hardware, application software, telephone, computer operations, and peripherals. Knowledge of modern office practices and procedures including the utilization of technology to enhance office efficiency and effectiveness; considerable knowledge of departmental policies and administrative requirements as they affect division operations and responsibilities.
Skill in the identification, diagnosis, and resolution of PC hardware, peripherals, network connection, and software problems; skill in the effective and efficient resolution PC and telephone problems.
Ability to establish and maintain effective working relationships with co-workers, other City employees, and members of outside agencies; ability to take ownership of, and resolve, service calls, questions, and complaints in a friendly and professional manner; ability to communicate clearly and concisely in both written and oral communications; ability to communicate technical concepts to non-technical persons; ability to operate a wide variety of computers and peripherals, computers and software.
Required Physical Activities: Climbing, stooping, reaching, standing, walking, lifting, grasping, feeling, talking, hearing, finger dexterity, and repetitive motions.
Physical Characteristics of Work: Requires sitting approximately 65% of the time, standing approximately 20% of the time, and standing and walking approximately 15% of the time. Requires frequent lifting of objects under 10 pounds, routine lifting of objects ranging from 10 to 50 pounds, and occasional lifting of objects over 50 pounds.
Vision Requirements: The minimum standard for use with those whose work deals largely with preparing and analyzing data and figures, accounting, the use of a computer terminal, extensive reading and visual inspection involving small defects or parts.
Environmental Conditions: The worker is subject to inside environmental conditions and noise.
Examples of Equipment Used on the Job: A wide variety of computer hardware such as computers, keyboards, monitors, scanners, printers, network cards, etc. A wide variety of computer software such as PC operating systems, network, word processing, spreadsheet, data base, presentation, etc. General office equipment such as writing utensils, diskettes, two-wheeled cart, telephone, pager, etc. Printed materials such as manuals, books and professional journals. Common hand tools.
The selection process will begin with an evaluation of education and experience, phone interview, on-site interview, and an on-line assessment tool. Depending on the number of applicants, the city may forgo the phone interview. The successful candidate will be appointed pending completion of a criminal background check, which includes a sex offender registry check. All candidates will be notified by email of their application status.
The civil service score for the Client Support Specialist will be based on the performance on the oral board portion of the on-site interview. A 70% average score from the oral board panel will be considered passing. Passing candidates will be certified to the civil service list for this position, which is effective for up to one year from the date of certification.
The City of Ames participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each applicant's Form I-9 to confirm work authorization. All candidates who are offered a position with the City of Ames must complete Section 1 of Form I-9 along with the required proof of their right to work in the United States and proof of their identity prior to starting employment. Please be prepared to provide required documents as soon as possible after the job offer has been made. For additional information regarding acceptable documents for this purpose, please contact Human Resources at 515-239-5199 or go to the US Citizenship and Immigration Services web page at: http://www.uscis.gov.
The City of Ames is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, age, religion, sex, sexual orientation, gender identity, genetic information, ancestry, national origin, marital status, disability, or protected veteran status and will not be discriminated against. Inquiries can be directed to the Human Resources Department at 515-239-5199.
NOTE: Persons with disabilities must submit requests for ADA testing accommodations to the Human Resources Department prior to the application deadline.