IS Systems Support Specialist IV (Senior Desktop Support Specialist)

Information about this position:
 
The City of Saint Paul's Office of Technology and Communications (OTC) is looking to hire a Senior Desktop Support Specialist in their Operations and Infrastructure division. This position is part of a team responsible for managing and supporting the desktop infrastructure. The Senior Desktop Support Specialist must demonstrate the ability to efficiently package, test & certify technology platforms, software and applications. This position will maintain and troubleshoot IT infrastructure component(s) and recommend and implement enhancements to them.
 
As a Senior Desktop Support Specialist, you will work across city departments with a variety of stakeholders to help build consensus, share expertise with others using a consultative approach and drive results to meet business requirements. Additionally, within the team you will prioritize work assignments to align with citywide goals and business objectives, and plan innovative changes to ensure a positive, collaborative, and high performance work environment.
 
Primary responsibilities of this role include:

• Provides advanced-level information technology cross platform technical support, and help desk support.
• Installs, configures, and tests a wide variety of hardware and software including complex applications and technology tools.
• Determines appropriate troubleshooting procedures and performs troubleshooting on infrastructure failures.
• Makes decisions based on protocols and previous practice.
• Provides hands on assistance in identifying and resolving complex hardware and software problems.
• Provides staff training in the installation, configuration, and testing of software and hardware. Performs other related duties and responsibilities as required.

Successful completion of a technical school certificate related to the vacancy plus four years of work experience related to the vacancy or six years of work experience related to the vacancy.

May require a valid Minnesota Class D Driver's License, or equivalent out-of-state driver's license. The driver's license must have no suspensions or revocations for driving-related offenses within the two year period prior to the date of appointment. Suspensions for parking-related offenses are excluded.

Preferred qualifications for the current opening include:

• Expertise in managing SCCM including upgrading and maintain the overall health of the environment.
• Expertise in packaging applications using SCCM.
• Expertise in packaging applications using LANDesk or other software deployment tools.
• Expertise in Windows desktops, servers and other Microsoft technologies; troubleshooting skills is a daily requirement.
• Proficiency in VBScript or Power Shell.
• Experience administrating and maintaining AirWatch, or other Mobile Device Management, installation and configuration.
• Experience utilizing Patch management tools to automate patch creation, including defining dependencies, submitting build and test requests for major, minor, and patch releases.
• Review, test, and deploy monthly updates from Microsoft using WSUS.
• Experience installing, patching and maintaining the antivirus environment using McAfee ePolicy Orchestrator (EPO).
• Experience encrypting laptops and desktops.
• Experience acting as the key resource for resolving 3rd level technical issues, collaborating with networking and server teams.

• Excellent communication, presentation and analytical skills, including the ability to communicate complex, technological concepts clearly to all levels of the organization.
• Experience working collaboratively across different skill sets and points of view.
• Superior attention to detail, critical thinking, problem solving and organizational skills.
• Ability to work effectively with minimal supervision while meeting deadlines.
• A drive to do what it takes to get the job done, including taking on different roles and responsibilities and adapting to changing environments.
• Effective time management and organizational skills and a thorough approach to problem solving.

• Demonstrates an expert understanding of the assigned information technology environment/infrastructure. Demonstrates an ability to apply current trends in best practices and standards in assisting customers to meet their future information technology needs and to assist the assigned IS unit in setting goals and objectives.
• Demonstrates the ability to understand interrelated information needs on multiple assigned information technology platforms, and identify and implement approved improvements.
• Demonstrates an expert understanding of the assigned customer applications. Demonstrates an ability to identify and resolve the most complex problems associated with the work. Demonstrates an ability to configure, install, and test the most complex applications and equipment, and an understanding of the full range of related processes and protocols.
• Conducts specific research and evaluates new systems, practices, processes, and standards, and recommends specific changes to meet customer business needs.
• Demonstrates the ability to set priorities including under conditions of limited resources and competing demands. Demonstrates the ability to coordinate multiple projects or projects having multiple phases, maintain a flexible work schedule, and work the hours necessary to complete projects. Demonstrates the ability to participate in establishing project procedural standards and guidelines.
• Demonstrates the ability to conduct specific research, evaluate new systems, practices, processes, and standards, and recommend specific changes to meet customer business needs.
• Demonstrates the ability to effectively analyze and solve difficult and complex work-related problems using past experience, research, and best practices information and evaluate the quality of decisions.
• Demonstrates the ability to lead a group problem solving process. Participates in establishing procedural standards and guidelines for work projects.
• Demonstrates the ability to speak and write in a manner that can be easily understood by employees at all levels within the City including leadership in preparing clear and comprehensive project proposals and plans. Demonstrates the ability to effectively represent the City's perspective to other public agencies, vendors, interest groups, and the general public.
• Demonstrates an advanced ability to develop positive working relationships and an ability to influence internal and external customers. Demonstrates an ability to diffuse a hostile situation and manage conflict appropriately.
• Demonstrates an understanding of and respect for the diversity of customers, co-workers, and supervisors, including individuals who may be hearing impaired or whose first language may be one other than English.
• Demonstrates an ability to understand the departmental and City mission, vision, and values by supporting co-workers and assisting with the decision making process.
• Demonstrates the ability to provide effective project and work group leadership by supporting the group problem solving process. Demonstrates the ability to recognize positive results, manage conflict, and negotiate with co-workers and other project members for satisfactory outcomes.
• Demonstrates an ability to provide effective work direction to project members by providing assistance, sharing technical expertise, and promoting positive work behaviors. Demonstrates an ability to mentor staff and provide training in the installation, configuration, and testing of new and/or specialized software and hardware.
• Demonstrates an ability to be an effective team member by accepting assignments willingly, completing assignments within agreed-upon time limits, and assisting others.
• Demonstrates an ability to consult with customers to determine how information technology system improvements can enhance business performance, research new systems, conduct cost estimates, and coordinate complex implementation projects.
• Demonstrates an ability to improve customer service standards, by evaluating standards and recommending changes.

Submit City of Saint Paul online application and resume.

The selection process will include a pass/fail Qualifications Rating which includes a review of your resume and application against the requirements, competencies, and essential functions of position. You will be notified if you are invited to participate in the final selection process which may include an interview.

Condition of Employment: This position requires a background check and may require a driver's license check. The City of Saint Paul encourages individuals to apply for positions regardless of criminal history. This position may be subject to limited on-call status for after-hours services associated with the assignment.