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Technical Support Specialist I/II/III

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Technical Support Specialist I/II/III

Salary

$55,788.00 - $90,984.00 Annually

Location

West Sacramento, CA

Job Type

Regular Full Time

Job Number

2025-00052

Department

CITY MANAGER'S OFFICE

Division

CITY MANAGER/INFO TECHN

Opening Date

05/07/2025

Closing Date

5/28/2025 11:59 PM Pacific

Bargaining Unit

SPECPROF

Max Number of Applicants

100

+ Description

+ Benefits

+ Questions

If you’re an IT professional who loves variety and serving the public, this is the opportunity for you! Join the City of West Sacramento and become part of the team supporting the technology that helps City staff deliver results for our residents. Preference will be given to candidates who have experience performing customer-focused IT technical support in an organizational setting. The ideal candidate should also possess excellent people skills, a positive can-do attitude, and an unshakable commitment to delivering outstanding results for IT’s internal customers and the West Sacramento community.

DEFINITION: The Technical Support Specialist I/II/III performs a variety of technical duties in the analysis, design, testing, installation, and maintenance of information technology systems, including third-party applications in a networked environment; installs, operates, and maintains computer equipment as required; and provides training and technical assistance to inter-departmental staff.

SUPERVISION RECEIVED AND EXERCISED: Receives general supervision from the Information Technology Operations Manager. No direct supervision of staff is exercised. Responsibilities may include the indirect supervision of lower level and/or part-time staff.

CLASS CHARACTERISTICS: The Technical Support Specialist I/II/III is distinguished from the Information Technology Specialist I/II series by the performance of assignments with less complexity and independence than the Information Technology Specialist I/II.

Upon satisfactory completion of one (1) year of training and meeting the minimum requirements, the Technical Support Specialist I will be appointed to the Technical Support Specialist II. Satisfactory performance means an overall “satisfactory” rating or higher on the performance evaluation during the last evaluation period.

The Technical Support Specialist II is the journey level in the Technical Support Specialist series. Upon recommendation of the Department Head and approval by the City Manager or designee, a Technican Support Specialist II may advance to the Technical Support Specialist III classification after they have performed the full range of duties of an Technical Support Specialist II for two (2) years, has demonstrated the abilities and competencies necessary to perform the full range of Technical Support Specialist III duties and has attained the minimum qualifications for Technical Support Specialist III position.

EXAMPLES OF ESSENTIAL FUNCTIONS: (Illustrative Only): Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

+ Designs, develops, tests, and implements computer applications.

+ Prepares and maintains documentation and inventory for each software application.

+ Analyzes problems with existing applications.

+ Consults with various city department staff.

+ Analyzes current processes and procedures.

+ Assists in determining equipment and software needs.

+ Responsible for maintaining the city phone systems Conducts staff training for new and existing hardware and software.

+ May participate in the design, implementation and maintenance of data communications, local area networks and wide area networks.

+ Limited programming of third-party applications, using built in tools.

+ Assists with the administration of the network servers and all related software applications.

EDUCATION AND EXPERIENCE: Any combination of training and experience which would provide the required knowledge and skill. A typical way to obtain the required knowledge and skill would be:

Education: High school diploma or equivalent plus college level coursework in data processing, computer science, computer network administration, or a related field.

Experience: Technical Support Specialist I: One (1) year experience demonstrating competency in one or more fields of information technology. Technical Support Specialist II: Two (2) years of related professional experience. Technical Support Specialist III: Four (4) years of related professional experience.

An Associate’s Degree or equivalent sixty (60) units or Bachelor’s Degree in a related field may be substituted for one (1) year of the experience requirement.

LICENSES AND CERTIFICATES: If assigned duties require driving, possession of a valid California driver’s license.

PHYSICAL DEMANDS: Mobility to work in a standard office environment, use standard office equipment and attend off-site meetings. On an intermittent basis, sit at a desk for long periods of time; intermittently walk, stand, bend, squat, twist, and reach while performing assigned duties. Manual dexterity to use standard office equipment and supplies and small tools and to manipulate both single sheets of paper and large document holders (manuals, binders, etc.); vision to read handwritten and printed material and a computer screen; hearing and speech to communicate in person and by telephone; ability to lift and carry items weighing up to 50 pounds such as equipment, files, manuals, or small tools for distances up to 50 feet.

ENVIRONMENTAL ELEMENTS: Employees work in an office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances. May work in confined spaces such as telephone and wiring closets. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing department guidelines, policies and procedures.

An applicant who qualifies for veterans’ preference and successfully places on an eligibility list for initial entrance into employment with the city shall be advanced one rank on the final eligibility list. Where there are five (5) or less qualified applicants, no veterans’ preference shall apply and all applicants shall be placed on the certification list forwarded to the departments for hiring consideration. The exercise of veterans’ preference shall be exhausted upon appointment to a regular position from an eligibility list.

An official City of West Sacramento application form must be filled out, in its entirety. It is the applicant's responsibility to explain their qualifications fully and clearly. In addition, applicants must submit a resume and complete the required supplemental questionnaire (if applicable). Incomplete information on the application, resume and/or supplemental questionnaire may be cause for disqualification. Application packages will be reviewed and screened for qualifications. Additional screening criteria will be developed based on the supplemental questionnaire (if applicable).

Join the City of West Sacramento and unlock a world of exceptional benefits! We invite you to explore our comprehensive benefits package, tailored to support your well-being and professional growth. Click the link below to access a detailed summary of the rich benefits offered for your desired position. At the City of West Sacramento, we go above and beyond to show our appreciation for our dedicated employees.

Our benefits package includes not just the essentials, but also unique perks that set us apart. Enjoy the peace of mind that comes with pet insurance for your furry family members. Stay fit and healthy with our discounted gym memberships. Take advantage of our voluntary benefits that allow you to customize your coverage to fit your lifestyle. And when life gets challenging, our Employee Assistance Program (EAP) through Concern is here to support you with confidential counseling, work-life resources, and 24/7 support for personal and professional matters.

By joining our team, you're not just starting a job – you're embarking on a rewarding career path in a supportive and inclusive environment. Our comprehensive benefits package reflects our commitment to attracting and retaining top talent. Experience the difference of working for an employer who truly values your contributions and well-being. Discover why the City of West Sacramento is the ideal place to grow your career and enrich your life. Click below to learn more about the benefits waiting for you!

Specialist & Professionals Benefit Summary (https://public.powerdms.com/WestSacramento/documents/1969248)

01

To be considered for the position, all candidates are required to complete and submit the required supplemental questionnaire with their application and resume. Failure to submit the completed supplemental questionnaire and application and resume will disqualify you from further consideration in the selection process used to fill these positions. The answers to the questions below will be evaluated along with the information provided in your employment application. Therefore, your answers must be consistent with your employment application information (especially in the "education" and "work experience" sections), must be unambiguous, and must contain sufficient but concise detail and organization to facilitate the screening process. A resume will not be accepted in lieu of completing the supplemental questionnaire. Lack of clarity, incomplete or inconsistent information, and/or disorganized presentation will negatively affect your evaluation. Do you understand these instructions?

+ Yes

+ No

02

How many years of experience do you possess in one or more Information Technology fields?

+ No Experience

+ Less than 1 year of experience

+ 1-2 years of experience

+ 2-3 years of experience

+ 3-4 years of experience

+ 4+ years of experience

03

Describe a real support case you’ve had where the root cause of the issue wasn’t what it initially appeared to be. What early assumptions did you have to discard, and what evidence pointed you in the right direction?

04

Describe the most frustrating support ticket you've worked on in a networked environment. What was the issue, how long did it take to resolve, and what did you learn from that experience that changed how you work today? Be specific about the systems involved.

05

Describe a time when a system or application you supported failed unexpectedly. What was your role in the response, how did you communicate with stakeholders and or supervisors, and what changes (technical or procedural) were made afterward to prevent recurrence?

06

I certify that the statements made in this Supplemental Questionnaire are true, complete, and correct to the best of my knowledge and are made in good faith by me. I understand that any misrepresentation and/or falsification of my answers may result in my application being ineligible for this recruitment process.

+ Yes

+ No

Required Question

Employer

City of West Sacramento

Address

1110 West Capitol Ave 3rd Floor West Sacramento, California, 95691

Phone

(916) 617-4567

Website

http://www.cityofwestsacramento.org

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