Computer Support Specialist

$73,341 - $96,512 yearly
  • City of Hillsboro
  • 150 East Main Street, Hillsboro, OR, USA
  • Mar 01, 2023
Full time Other (Please Specify)

Job Description

First application review date will take place on Monday, March 20, 2023. 

About the Position
The Hillsboro Information Services Department is seeking a Computer Support Specialist to be the primary point of contact for all technology-related troubleshooting requests. As a member of our Computer Support Team, you will provide a high level of technical expertise and exceptional communication and interpersonal skills when working with our diverse and dynamic workforce. Our team takes great pride in resolving technical issues quickly and accurately, allowing all City employees to perform at their best. We are seeking a new team member who shares our dedication to these values.
About the Team
Our team is passionate and dedicated, consistently going above and beyond for our City of Hillsboro partners and community. With a fast-paced operation, there is always plenty of work to be done. We regularly juggle multiple tasks and complete ad hoc projects. Our commitment is to create and support an inclusive and welcoming environment where all employees can thrive. We value, respect, and empower our employees as unique individuals with diverse backgrounds, experiences, and perspectives. It is important for us to focus on equity and inclusion to attract and retain well-qualified candidates from all backgrounds, particularly those from traditionally underrepresented racial, gender, and ability groups, who will become future public service champions.
Core Responsibilities

  • Monitor and manage the helpdesk queue, responding to incidents through in-person, phone, email, or MS Teams communication channels.
  • Receive and address end-user requests, inquiries, and issues related to software, hardware, telecommunications, audio/visual and peripheral equipment. Conduct testing, troubleshooting, and problem analysis. Research, identify, and implement or communicate solutions. Notify users of relevant policies and procedures. Coordinate or perform necessary repair and replacement work.
  • Install, configure, maintain, and provide orientation to users on personal computers, software, peripheral devices, audio/visual equipment, and network services.
  • Create and maintain technical documentation, user support reference material, workflow procedures, and various activity reports.
  • Evaluate software and hardware requirements, make purchasing recommendations, and work with vendors and manufacturers to support purchases, upgrades, and equipment repairs. Identify and manage surplus inventory, maintain accurate inventory records, and order supplies as necessary.
  • Manage records and information in accordance with applicable statutes, regulations, City policy, guidance, and records retention schedules, regardless of format.

Current / Upcoming Projects

  • City-wide mobile hardware replacements
  • Hybrid conference rooms
  • GIS Arc Pro upgrade deployment
  • ServiceNow enhancement project
  • Mobile hardware checkout program
  • Department audio/visual upgrades

Realistically, we are seeking a candidate who thrives in a collaborative team environment but also has the ability to work independently. This position is well-suited for individuals who recognize the significance of technology and are eager to share their knowledge and skills with others to benefit the team. The ideal candidate should be comfortable with both leading and following and be motivated to contribute to the success of the team.
Acceptable Experience and Training

Associate’s degree in Computer Science, Telecommunications or a closely related field and 4 years’ experience related to area of assignment; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

  • Valid Driver’s License and safe driving record
  • Must be able to pass an extensive background investigation
  • Must be LEDS and CJIS certified within 90 days of employment

 Preferred Experience and Certifications

  • Help desk support role including account administration, hardware/software break-fix experience
  • A+ Certification
  • MCP Certification
  • MCDST Certification
  • Network+ Certification
  • Microsoft 365 Certified: Fundamentals
  • Microsoft 365 Certified: Modern Desktop Administrator Associate

Additional Information

Commitment to Equity
At the City of Hillsboro, we believe that hiring a workforce that reflects the diverse community we serve is essential to delivering exceptional City services and programs. The City of Hillsboro is committed to creating and supporting an inclusive and welcoming environment for all employees to thrive. We value, respect, and empower employees as unique individuals with authentic voices and diverse ideas. 

The City of Hillsboro recognizes that some applicants, particularly women, people with disabilities, and people of color do not always apply for positions unless they directly meet all of the qualifications. We greatly encourage you to apply and welcome applicants from diverse and varied backgrounds.   Transferable skills WILL be considered when reviewing applications for meeting minimum qualifications.