Client Support Specialist I or II

SALARY: See Position Description
OPENING DATE: 11/21/22
CLOSING DATE: 12/26/22 12:00 PM
GENERAL INFORMATION:
The City of Ames is accepting applications for qualified candidates to fill a Client Support Specialist
vacancy within the Finance/IT Department. Actual classification as Client Support Specialist I or
Client Support II will depend on the qualifications and experience of the selected candidate.
This recruitment is anticipated to lead to establishment of a Civil Service eligibility list(s) for the
Client Support Specialist I or II classification. The list(s) will be valid for up to one year from the
date of certification by the Ames Civil Service Commission, and may be used to fill one or more
vacancies in this classification. Any City of Ames Civil Service employee who has previously held
Civil Service status in this classification and is interested in voluntarily demoting or laterally
transferring into the current vacancy must submit his/her application by the deadline.
Compensation
Client Support Specialist I salary range is $48,779 to $67,818 (median is $58,299).
Client Support Specialist II salary range is $52,589 to $74,060 (median is $63,324).
Compensation Philosophy:
The City of Ames has a compensation philosophy that the starting pay for our merit salary ranges
establishes the salary for employees who meet minimum requirements of a position. The median of
any merit salary range is for an employee who can reasonably meet all expectations of the position
responsibilities without initial extensive training. In order for employees to have an opportunity to
grow within their position, we may consider a candidate’s education, experience, and skills above
the minimum requirements when looking at a salary closer to or slightly above the median. (See
median salary amounts above.)
In order to be considered for this position, all applicants must submit their online
application by the deadline listed on this posting. Your application includes complete
responses to the supplemental questions. Please keep in mind that submission of a resume
in lieu of work history on your application or answering the supplemental questions is not
sufficient.
Our comprehensive benefits package can be viewed at: City of Ames Benefits
Public Service Loan Forgiveness (PSLF) Program: The PSLF Program is a federal program that is
intended to encourage individuals to work in public service by forgiving the balance of their federal
student loans. To qualify, the individual must have made 120 qualifying payments while employed
by a qualifying employer. For more information, please visit the website through this link: PSLF
Program
EXAMPLES OF ESSENTIAL JOB FUNCTIONS:
Client Support Specialist I
Definition of Role
Under general supervision, provides basic support of desktop hardware, software, peripherals, and
mobile devices. Performs a variety of technical duties involved in installation, repair, and
maintenance of desktop hardware, software, peripherals, and mobile devices. Resolves problems
that are narrow in scope or related to simple, routine occurrences; and performs other work as
required.
Provides prompt, courteous and excellent service to internal and external customers at all times.
Actively and positively cooperates and interacts with other City departments. Provide first-response
and follow-up help desk services over the phone, onsite, and by remote desktop support; may
include providing on-call support. Install, setup, and maintain computer hardware, software, and
peripheral equipment; help maintain accurate hardware and software inventories and assist in
ordering equipment as directed. Provide basic instruction to users on computer hardware,
computer system procedures, computer software and peripheral equipment; orient users on
information technology equipment usage, policies and procedures. Troubleshoot and support the
technology systems, including computers, laptops, monitors, printers, scanners, Point of Sale
devices, and mobile devices. Assists in projects as assigned.
Client Support Specialist II
Definition of Role
Under general supervision, provides broad support of desktop hardware, software, peripherals, and
mobile devices. Provides in-depth technical client support and problem solving involved in
installation, repair, and maintenance of desktop hardware, software, peripherals, and mobile
devices. Assesses user requirements and determines best match of technology options. Provide
support and maintenance to the City’s third party developed software. May also be assigned
project management related duties and responsibilities in planning, installing and maintaining
technology systems. Performs other work as required.
Provides prompt, courteous and excellent service to internal and external customers at all times.
Actively and positively cooperates and interacts with other City departments. Provide first-response
and follow-up help desk services over the phone, onsite, and by remote desktop support; may
include providing on-call support. Plan, recommend, install, upgrade, and configure computer
systems, software, and peripheral equipment; analyze, troubleshoot and resolve information
systems, hardware, software, connectivity problems, and develop and implement appropriate
responses; help maintain accurate hardware and software inventories and assist in ordering
equipment as directed. Provide basic instruction to users on various types of technology hardware
and software, the City’s network, computer system procedures, computer software and peripheral
equipment. Orient users on information technology equipment usage, policies, and procedures.
Troubleshoot and support the technology systems, including computers, monitors, printers,
scanners, Point of Sale devices, mobile devices, and storage devices. Troubleshoot network
connectivity, storage, and application problems and develop and implement appropriate solutions.
Assist team in reviewing, developing, and implementing solutions that enhance the technology
environment. Train and mentor new Client Support Specialists as directed; and assist other
technicians, as necessary.
Common to Both Positions:
Each employee is expected to continually strive to bring shared values to life through our
Excellence Through People organizational culture. ETP values include: committing to continuous
improvement; inspiring creativity and innovation; being customer driven; making data-driven
decisions; committing to diversity, equity, and inclusion; championing employee involvement;
striving for excellence; having fiscal stewardship; acting with honesty and integrity; exhibiting
leadership; choosing a positive attitude; respecting one another; promoting safety and wellness;
and cultivating teamwork. For leaders, this includes creating a work culture that brings these values
to life. For all employees, this includes maintaining a Total City Perspective. The purpose of ETP is
to deliver exceptional services to the public at the best price, and for employees to experience an
enjoyable and stimulating work environment.
QUALIFICATIONS:
Qualifications for Client Support Specialist I:
Required Education and Experience: An Associate’s degree and one year of progressively
responsible experience in an information technology environment, including support for personal
computers, and customer service. Experience with the latest versions of desktop operating
systems and office productivity applications is also required. Valid driver’s license required.
Preferred Education and Experience: Preference may be given to candidates holding (or able to
show that they can get within six months of appointment) a CompTIA A+ certification (or current
equivalent) and/or experience with computer imaging solutions.
Qualifications for Client Support Specialist II:
Required Education and Experience: An associate degree in Computer Science or closely related
field. Three years of progressively responsible experience in an information technology
environment, including support for personal computers. Experience with the latest versions of
desktop operating systems and office productivity applications is required. Valid driver’s license
required. Must attain and maintain a CompTIA A+ and Modern Desktop Administrator Associate
(MDAA) certifications within 1 year of appointment.
Preferred Education and Experience: Experience with Microsoft Windows server, networking
computers, active directory, and computer imaging solutions is highly desirable. Candidates
holding any of the following certifications would be preferred: CompTIA A+ (or current equivalent)
and Modern Desktop Administrator Associate (MDAA).
Knowledge, Skills, and Abilities for Client Support Specialist I & II
Knowledge of: The principles, practices, methods, and techniques associated with trouble
shooting, supporting, installation, configuration and maintaining computer hardware, software, and
peripherals; the modern office practices and procedures, business English, spelling, punctuation,
and grammar; departmental policies and administrative requirements as they affect division
operations and responsibilities.
Skills in: Operating, installing, maintaining, configuring, and troubleshooting a variety of computers,
technical equipment, and peripherals, including but not limited to desktop computers, mobile
computing (vehicular) systems and wireless access devices; developing and implementing
procedures for effective installation and maintenance of computer equipment and applications;
asking questions and getting information to diagnose network and computer problems; writing
reports and documentation; setting up records and tracking methods.
Ability to: Provide efficient customer service and communicate clearly and objectively both verbally
and in writing; prioritize work and exercise independent judgment, wisdom, common sense, and
initiative; thoroughly carrying out oral and written instructions; use initiative, discretion, and
judgment within established procedures, guidelines, and rules; define problems; establish facts,
and draw valid conclusions; establish and maintain cooperative working relationships with
department heads, managers, supervisors, employees, external public and private agencies,
consultants, vendors, suppliers, contractors and the public; and applying safe work practices.
SUPPLEMENTAL INFORMATION:
Required Physical Activities: Job requires sitting 65% of the time, sitting and using arm/leg controls
5% of the time, standing 20% of the time and standing and walking 10% of the time. Requires
routine lifting of objects weighing from 10 pounds to over 50 pounds, and frequent lifting of objects
weighting less than 10 pounds.
Physical Characteristics of Work: Talking, hearing, climbing, stooping, kneeling, crouching,
crawling, reaching, standing, grasping, feeling, walking, pushing, pulling, lifting and finger dexterity
Vision Requirements: The minimum standard for use with those whose work deals largely with
preparing and analyzing data and figures, accounting, transcription, computer terminal, extensive
reading, visual inspection involving small defects or parts, use of measurement devices or
assembly of parts at distances close to the eyes.
Environmental Conditions: Worker is subject to both inside and outside environmental conditions,
noise and electrical hazards.
Examples of Equipment Used on the Job:
A wide variety of digital equipment such as computers, laptops, monitors, printers, Point of Sale
devices, mobile devices, scanners, storage devices, etc. A wide variety of computer software such
as operating systems, word processing, spread sheet, specialized departmental applications, etc.
A variety of general office equipment such as writing utensils, telephones, fax machine, copy
machine, etc. Printed materials such as manuals and other reference materials. Equipment used in
the installation and repair of systems such as manual and power hand tools, test equipment, etc.
Ability to operate automobile.
Selection Process:
The selection process consists of an initial evaluation of education and experience, a potential
phone interview, a hiring assessment, an on-site interview which will include a manager meeting
and written exercise, and completion of a criminal background check, which includes a sex
offender registry check. All candidates will be notified by email of their application status.
**Preference may be given to applicants possessing qualifications above the minimum.**
Depending on the number of qualified candidates, the City may forego phone interviews.
E-Verify Process:
The City of Ames participates in E-Verify and will provide the Social Security Administration (SSA)
and, if necessary, the Department of Homeland Security (DHS), with information from each
applicant’s Form I-9 to confirm work authorization. All candidates who are offered a position with
the City of Ames must complete Section 1 of Form I-9 along with the required proof of their right to
work in the United States and proof of their identity on their first day of employment. Please be
prepared to provide required documents on your first day of employment. For additional information
regarding acceptable documents for this purpose, please contact Human Resources at
515-239-5199 or go to the US Citizenship and Immigration Services web page at:
http://www.uscis.gov.
NOTE: Applicants with disabilities may submit requests for ADA testing or interview
accommodations to the Human Resources Department prior to the test or interview.
The City of Ames is an Equal Opportunity/Affirmative Action employer. All qualified applicants will
receive consideration for employment without regard to race, color, creed, age, religion, sex, sexual
orientation, gender identity, genetic information, ancestry, national origin, marital status, disability,
or protected veteran status and will not be discriminated against. Inquiries can be directed to the
Human Resources Department at 515-239-5199.
APPLICATIONS MUST BE FILED ONLINE AT:
http://www.cityofames.org/jobs
OUR OFFICE IS LOCATED AT:
515 Clark Ave
Ames, IA 50010
515-239-5199
hr@cityofames.org
Job #22-0217-01
CLIENT SUPPORT SPECIALIST I OR II
KH
An Equal Opportunity Employer
Client Support Specialist I or II Supplemental Questionnaire
* 1. Please indicate if you currently have a CompTIA A+ (or current equivalent) and/or Modern Desktop
Administrator Associate (MDAA) certification. This is not required at date of hire for either level of
position and access to the certification coursework will be provided.
2. If you need any more space to provide your responses to questions 3-5, please feel free to attach a
Word or PDF document to your application.
* 3. Please list the types of desktop operating systems and office productivity applications you have used
and supported. List your proficiency and experience in each type.
* 4. Please explain your experience with Microsoft Windows server, networking computers, active
directory, and computer imaging solutions, if any.
* 5. Please describe a specific example where you provided excellent customer service and reference for
which employer/position in the work history on your application this was under.
* Required Question

To apply for this job email your details to hr@cityofames.org

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