Senior User Technology Specialist - Water Services Department

ABOUT THIS POSITION

The City of Phoenix Water Services Department is one of the largest potable water utilities in the nation, serving 1.5 million customers across approximately 540 square miles. Additionally, the department manages the sewer collection system and treats wastewater for 2.5 million residents in metropolitan Phoenix.

The Water Services Department is seeking to fill a Senior User Technology Specialist (SUTS) position. The SUTS position is a pivotal position within the Water Services Department, serving as a subject matter expert to peers. SUTS act as an escalation point to assist colleagues in resolving more complex technical issues. This hands-on role requires the SUTS to provide support both onsite and remotely, ensuring the efficient functioning of the department's technical infrastructure. In addition to their core responsibilities of maintaining Microsoft Windows servers and end-user computing devices, the SUTS plays a crucial role in overseeing hardware and software systems through regular patching and upgrades.

Responsibilities include:

• Providing enterprise-level technical support for Microsoft Windows servers and end-user computing devices,
• Maintaining hardware and software systems through regular patching and upgrades,
• Monitoring system operations to ensure system resource availability for departmental business needs,
• Assessing, troubleshooting, and resolving end-user performance issues,
• Leading special projects and assisting with system upgrades and deployments,
• Creating comprehensive system documentation and developing training materials to enhance user understanding and efficiency,
• Managing user administration tasks,
• Handling surplus hardware, and
• Promptly addressing end-user computing issues onsite and in the field.

IDEAL CANDIDATE

• Relevant certifications in IT, such as Microsoft certifications (e.g., MCSA, MCSE), CompTIA certifications (e.g., A+, Network+, Security+), or certifications specific to help desk support, networking, or security.
• A proactive and collaborative approach to teamwork, with a focus on continuous learning and professional development to stay updated on emerging technologies and best practices in IT support and security.
• Strong problem-solving skills and the ability to work effectively under pressure, providing timely and effective technical support to end users.
• Diverse technical expertise with a history of professional experience across multiple platforms.
• Ability to communicate technical information clearly and concisely to both technical and non-technical audiences.
• Ability to develop specifications, quotes, and requirements for hardware.
• Proficient in leading technical projects and writing business/technical requirements.
• Proficiency in troubleshooting desktop hardware and software issues.
• Strong background in technical server/desktop maintenance and troubleshooting.
• Excellent communication and interpersonal skills.

SALARY

Pay Range: $78,540.80 - $110,510.40 annually.

Hiring Range: $78,540.80 - $105,248.00 annually.

Pay Range Explanation:

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

BENEFITS

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi

For more details, visit: Unit 007 Benefits

MINIMUM QUALIFICATIONS

• Two years of experience in systems applications analysis, programming or telecommunications functions utilizing a variety of PC, server, switching, routing, and multiplexing hardware and software;
• OR Two years of experience in installation and maintenance of digital systems, radio, and electronic communications systems or telephone station equipment, systems, and related distribution telecommunications systems.
• 15 hours of appropriate information technology course work including training or experience with one or more work station computers and one or more programming languages and one or more operating systems.
• Other combinations of experience and education that meet the minimum qualifications may be substituted.
• The City job description can be found here .
• This position requires the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• For information regarding pre-screening and driving positions, click here .
  

PREFERRED QUALIFICATIONS

The minimum qualifications listed above, plus experience with/in the following:

• Working with industry-standard help desk software such as ServiceNow, Remedy, or similar platforms, demonstrating proficiency in ticket management and end-user support.
• VPN solutions, particularly with NetMotion Mobility or similar platforms, including configuring, troubleshooting, and securing remote connections.
• Wireless technologies and networking protocols, with the ability to troubleshoot wireless connectivity issues and optimize network performance for end users.
• Remote end-user networking, ensuring secure and reliable connections for remote workers and implementing best practices for remote access solutions.
• Endpoint security solutions such as SolarWinds, CrowdStrike, and Tanium, including experience with deployment, configuration, and monitoring for threat detection and response.
• Patch management processes, including deploying security patches, updates, and software upgrades across enterprise environments, ensuring system integrity and compliance with security policies.
• Enterprise-level computer systems and networks.
• Active Directory administration and user management.
• Imaging computers and deploying software applications.
• Inventory management and control procedures.
• Endpoint security solutions and best practices.
• Working in a technical support role, preferably in a large organization or government setting.

RECRUITMENT DATES

Recruitment closes September 25, 2024. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list. This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

HOW TO APPLY

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

WE ARE HERE TO HELP

• Job interviews may be held by video or audio conference.
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• Explore other Employment Opportunities with the City of Phoenix .
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• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700 .

REFERENCE

Senior User Technology Spec, JC:09790, ID#55586, 09/11/2024, USM, RG, Benefits:007

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City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.