About

Come work at a place where you have a direct impact on the quality of life for Kent residents, business owners and visitors alike! Join the City’s IT team as a System Operations Specialist and become a critical force in maintaining the technological backbone of our municipal services. You will directly impact daily operations by implementing and securing vital network and computer systems, moving beyond routine support to focus on strategic configuration, documentation, and high-level technical administration. This role demands expertise in SCCM, Windows environments, and scripting to ensure seamless operation and resolution of complex challenges. If you are a proactive problem solver and can drive system reliability across departments, this is your opportunity to excel. Please note that the person selected will take part in a rotating on-call schedule and this role is primarily on-site. This is a full-time benefited position that is not represented by a union. ** A cover letter and resume are required with your online application in order for your application to be considered complete. Uploading your resume to auto-fill portions of the application does not automatically attach it to your application. Incomplete applications will not be considered for this position. Please note that you cannot attach documents to your application after it has been submitted. If you have any questions or concerns regarding your online application, please call our office at (253) 856-5270 and we will do our best to assist you.** SALARY: $8,604.00 - $10,483.00 per month, depending on experience For a listing of benefits, please use the following link: Employee Benefits | City of Kent (kentwa.gov) GENERAL PURPOSE: Under the direction of the Network, Security and Operations Manager or designee, implement, document, and maintain various computer programs and network-based systems; assist customers, Information Technology (IT) staff, and City officials; coordinate work in conjunction with City departments, officials, IT staff, vendors and consultants. This position is considered Tier 2 and acts as a bridge between the Service Desk (Tier 1) and Tier 3 staff. Work is characterized by the incumbent's role in the implementation and support of City software systems, including hardware peripherals associated with such systems (e.g. scanners, MFDs, credit card pin pads, etc.), network, and security operations. This may involve analysis of existing systems, devices and databases to troubleshoot issues experienced by end-users. Work is performed in a collaborative team environment, under general supervision. Supervisor defines objectives, priorities, and deadlines; and assists incumbent with unusual situations, which do not have clear objectives or precedents. Incumbent keeps supervisor informed of progress, potentially controversial matters, or issues with far-reaching implications affecting the agreed-upon work. Work is reviewed in terms of feasibility, compatibility with other work, and effectiveness of results. Incumbent carries out assignments and handles problems/deviations in accordance with provided instructions, policies, procedures and/or accepted practices. Work is evaluated for technical soundness, conformity to practice and policy, and meeting all established service level agreements (SLAs). ESSENTIAL DUTIES AND RESPONSIBILITIES: Perform the Tier 2 configuration, change control, and support of systems across the enterprise, including variations for other divisions/departments (e.g. Admin, HR, Enterprise GIS, etc.). Documents, configures, and tests any and all changes or enhancements to the system/workflows based on customer requirements and specifications. Provide expert technical support for the City’s computer systems and their applications by determining problem origin, whether from hardware or software, and resolving problems through internal resources or through communication with vendor technical support staff. Quickly learn the administrative features and functions of City business systems, including any upstream and downstream impacts to other systems or processes. Perform daily systems administrative tasks, including adding or removing users from systems (or Active Directory), restarting services and servers; troubleshooting system specific issues; and other tasks under the guidance of senior staff (e.g. Business Systems Analysts and Network Engineers). Perform a variety of technical duties related to the implementation, support, and administration of systems, hardware devices and virtual servers, including maintenance of moderately complex business applications. Provide vendors with design specifications as needed in order to troubleshoot issues. Perform planned system changes and upgrades with minimal impact to business operations, which may require after hours or weekend work. Resolve all assigned incident tasks on tickets in a timely manner, including informative follow-up with customers. Coordinate the transition of recurring, common support responsibilities to Service Desk (Tier 1) personnel; including creating easy-to-follow guides as part of the transition. Communicate with officials, business community representatives, City department personnel, etc. on system related service tasks/tickets using an ITSM solution.. Prepare accurate and timely reports and other written documents as directed by the supervisor or manager. Utilize SharePoint (or other repository) to create and maintain an easily accessible library/resource of support materials for application/systems support reference. May be required to perform systems testing on either custom developed applications or purchased solutions as part of projects. Participate in and support team activities in a constructive, open and positive manner. Familiarization with how to use (as a tool) VMware vSphere Hypervisor or equivalent virtualization experience. Provide after hours on-call support on a rotating basis or as scheduled. Actively support the vision, mission, values, and goals of the department and the City. PERIPHERAL DUTIES: Attend meetings, training, conferences and seminars as appropriate to maintain current knowledge of technological advancements in IT and represent the IT department as required. Rotational after-hours on-call responsibilities. Participate in after-hours Maintenance Windows as appropriate. Perform related duties as assigned. KNOWLEDGE, SKILLS AND ABILITIES: KNOWLEDGE OF: Advanced use of the Microsoft Productivity Suite, including Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.). Advanced knowledge of Microsoft Windows operating systems, including Windows 11 Strong understanding of network peripherals and equipment Knowledge of the principles and techniques of analysis, design, change control, and implementation of complex computer and communications systems Business analysis skills, including documentation skills Functional analysis skills to translate business requirements to application specifications Current literature, software, trends and developments in the field of application and systems support principles (Help Desk, Service Desk, etc.) Principles and practices of ITIL (v4 or above) Supporting ITSM (work order management) software; including common terminology Effective customer service techniques User experience in the online environment; including troubleshooting web applications and common browsers (e.g. IE, Chrome, etc.) Advanced knowledge of Microsoft Endpoint Configuration Manager (SCCM), including software deployment, patch management, operating system deployment (OSD), and client health troubleshooting · Strong experience with SCCM reporting, query building, and integration with Active Directory and Group Policy Proficiency in scripting languages such as PowerShell and VBScript for automating administrative tasks, SCCM package creation, and system maintenance SKILLED IN: Managing the change control process by identifying risks, mitigation plans, and test plans for simple to complex changes with existing ITSM solution Analyzing computer problems, investigating the cause and providing effective solutions Communicating complex technical ideas in lay-person's terms Effectively using interpersonal skills in a tactful, patient and courteous manner Quickly learning the common administrative and daily support functions in a variety of applications/systems Problem solving issues with applications/systems, both installed and online Effective organization and expression of ideas through use of oral and written communications Use of interpersonal skills in a tactful, patient and courteous manner Documenting systems design, procedures and applications ABILITY TO: Evaluate customer needs, system requirements, and cost effectiveness to develop cost‑saving alternatives and improve customer service Learn computer software packages and adapt for specific user application quickly and effectively Operate a variety of computers and related equipment including printers, scanners,, mobile devices and software packages Conduct technical research, gather and analyze data, and recommend solutions Read and interpret documents such as policy manuals, technical computer manuals and procedures, and business periodicals Determine and capture variables/parameters during incident resolution steps to clearly document root cause and work through possible alternatives addressing these variables. Explain incident resolution in common terms to a wide (non-technical) audience. Create necessary request/setup forms to assist in supporting end-users and for tracking/authorization purposes Establish and maintain trust, confidence and effective working relationships with co-workers, elected officials, managers/supervisors, employees and the public SKILLS FOR THE POSITION MAY BE GAINED THROUGH EDUCATION, CERTIFICATION, RELEVANT JOB EXPERIENCE or a COMBINATION, SUCH AS: Education: An associate degree in Computer Science, MIS, or related field; a bachelor’s degree is highly desirable, and Experience: Three (3) years of experience in the implementation and support of complex computer applications/systems, hardware devices, and servers in a corporate environment. Experience in a public sector, government, or public safety environment preferred. LICENSES AND OTHER REQUIREMENTS: Comfortable speaking to non-technical customers about technical issues Previous working knowledge with an ITSM solution preferred Previous working knowledge with a virtualized server environment preferred Municipal government business computer systems experience is desirable Valid Washington State Driver's license, or ability to obtain within 30 days of employment Must be able to successfully pass the City's pre-employment driver's records check Must successfully complete a background check according to the City of Kent Police Department guidelines and must be able to qualify for the Washington Access Certification. Subject to successful completion of periodic background checks. MACHINES, TOOLS AND EQUIPMENT USED: Typical office machinery and equipment including, but not limited to, personal computer, including spreadsheet and word processing software, tablet, printers, multi-line telephone, fax machine, copy machine, scanner, calculator and projector. Required to use hand tools related to computer repairs such as punch-down tools, screw drivers, computer chip puller, etc. Required to operate a City vehicle to travel to and from user sites. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use arms, hands and fingers to reach, handle, feel, or operate objects, materials, tools, equipment or controls. The employee is frequently required to sit, stand, walk, hear and talk normally with or without mechanical assistance. The employee is occasionally required to stoop, kneel, crouch, crawl under desks and panels, lift in excess of 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision; depth perception; and the ability to adjust focus. WORKING CONDITIONS: Work is performed in various City departments in a typical office. Work is performed in a typical information services environment, which includes an office, a technical workstation, a computer room with a controlled environment, as well as working with users on site. Subject to driving to various user sites by personal or City vehicle. May be exposed to users, contractors and vendors/suppliers who may possibly be irate or hostile. The noise level in the work environment is usually moderate to loud. Rotational after-hours on-call responsibilities. The City of Kent is an Equal Opportunity Employer. Centrally located in the scenic Green River Valley, the City of Kent is a vibrant and culturally diverse community that offers an exceptional quality of life. With a population of 132,000 residents coming together from every corner of the world, Kent is the fifth most diverse city in the country, with an impressive 138 different languages spoken. As the sixth-largest city in Washington and the fourth-largest in King County, Kent is a rapidly growing community that strikes the perfect balance between urban amenities and natural beauty. Our captivating neighborhoods, nationally recognized parks, award-winning schools, and impressive economic growth make Kent a highly sought-after destination. At the City of Kent, we are driven by a mission to build a safe, thriving, sustainable, and inclusive community. Public service is an important calling, and our staff often share the great sense of reward they feel in the work they do each day. By choosing this path of service, we are certain you will find your own life enriched. The City of Kent offers highly competitive compensation and benefits packages, along with an inviting and supportive work culture. We value our employees and strive to create an environment that fosters growth, collaboration, and work-life balance. If you're passionate about making a difference and serving your community, we invite you to explore our current job postings. Subscribe to receive updates on future opportunities and take the first step towards a fulfilling career with the City of Kent.