Applications Support Technician, Senior Print (https://www.governmentjobs.com/careers/eugene/jobs/newprint/4681872) Apply  Applications Support Technician, Senior Salary $72,321.60 - $90,126.40 Annually Location Eugene, OR Job Type Full-Time Regular Job Number 04008 Department Public Works Department Division Public Works Maintenance Opening Date 10/14/2024 Closing Date 11/1/2024 5:15 PM Pacific + Description + Benefits + Questions General Statement of Duties Join the Roosevelt Information Technology Services (R.I.T.S.) Team as a Sr. Application Support Technician! Are you ready to make a difference in a fun, innovative, and forward-thinking team? We’re seeking a highly skilled Sr. Application Support Technician to support our in-house developed work order and asset management application as well as daily service desk support to a group of 400+ users. This is more than just a job; it’s an opportunity to grow, learn, and contribute to exciting projects in a collaborative environment! The Application Support Technician, Senior performs complex paraprofessional duties supporting the acquisition and utilization of information applications and hardware including reviewing system needs, performing network administration, providing customer support, and training; functions as a liaison with vendors, Information Services Division, and/or the Regional Information System. Department/Division: Public Works Department / Maintenance Division Salary Range: $34.77 - $43.33 / hourly; $72,321.60 - $90,126.40 /annually The City of Eugene determines starting pay within the range based on relevant education and experience as provided by the applicant in their application materials. This process is consistent with the Oregon Equal Pay Act (OEPA) (https://www.oregon.gov/boli/workers/pages/equal-pay.aspx) . You can learn more about our process at our How to Apply (https://www.eugene-or.gov/674/How-to-Apply) page. Benefits: Please click the Benefits Tab to view the City of Eugene’s competitive package options. Application Deadline: Friday, November 1, 2024 - 5:00 p.m. Accepting on-line applications only. Must reside in the state of Oregon and be able to report onsite for work as needed in Eugene, OR to meet business needs. The RITS team plays a crucial role in: + Maintaining IT Infrastructure: Ensuring all systems run smoothly and efficiently. + Providing Technical Support: Delivering help desk support, managing mobile devices, and overseeing asset management. + Ensuring Cybersecurity: Implementing robust security measures to protect our IT assets while collaborating closely with the central IT team. + Application Development and Management: We develop high-impact solutions and phase out outdated systems to streamline operations and improve effectiveness. By emphasizing Agile methodologies, we accelerate project delivery and introduce innovative solutions that enhance mobility, collaboration, and accessibility. Our work encompasses software engineering, hardware engineering, technical support, and project management, all aimed at enhancing the city’s technological capabilities. Why Join Us? + Innovative Projects: Engage in electronic engineering, software development, application UI design, database management, service desk support and more! + Collaborative Culture: The RITS team emphasizes innovation and continuous improvement, fostering a collaborative environment that celebrates diverse ideas and backgrounds. + Career Growth: We provide training in areas that align with your strengths and aspirations, ensuring you can grow alongside our projects. + Strategic Impact: Be part of key initiatives, such as cloud migration, cybersecurity enhancements, and data governance—all aimed at improving city-wide services. Your Future Awaits! If you’re passionate about technology and eager to learn and grow in a vibrant team setting, we want to hear from you! Embrace the challenge and let’s innovate together! Examples of Duties Performed - Duties may include but are not limited to the following Staff Support for Automated Systems + Provide comprehensive support for automated systems, including troubleshooting and problem resolution. + Work with users to clarify and assess their computing needs, ensuring that system solutions meet their requirements. + Solve specific technical problems related to applications and systems used within the organization. Installation and Implementation of Systems + Participate in the installation and setup of purchased systems, including software, hardware, and mobile devices. + Evaluate new systems and databases in relation to specific user requests to ensure they meet operational needs. + Assist with evaluating hardware and software, testing products to verify that performance meets stated specifications and quality standards. Programming and Data Manipulation + Utilize various programming tools and personal computer software to create and manipulate data files. + Automate standard work routines and products, enhancing efficiency through customized scripts and applications. Report and Query Creation + Create reports, queries, and utility programs that link multiple data platforms and integrate information from various sources. + Develop and maintain linkages between programs to facilitate data sharing and improve workflow efficiency. Database Development and Management + Use database development tools to create, modify, and adapt applications, including screen displays, data fields, queries, and reports. + Tailor database applications to meet departmental needs and improve data management practices. File Backup and Recovery + Work with staff to ensure that file backup procedures are in place and that files can be easily recovered in case of data loss. + Implement and manage backup and recovery solutions to protect data integrity. Vendor and Application Liaison + Serve as a liaison between users and vendors, researching and evaluating available applications and vendors. + Assist in developing bid specifications and participate in application development teams, project management, and vendor contract management. Coordination and Communication + Coordinate with department staff, the Information Services Division, and vendors regarding issues related to database design, storage, performance, backup, recovery, and upgrades. + Communicate effectively to address and resolve technical issues and ensure smooth system operations. Local Area Network Administration + Perform administrative duties on local area network servers, including system security, user access, file maintenance, naming conventions, and archiving procedures. + Develop computing procedures and related documentation to ensure consistent and effective use of network resources. System Documentation and Training + Design and/or assist with the design and production of system documentation, including user guides and procedural manuals. + Develop system usage procedures and instruct staff on local area network practices and desktop computer usage. System Performance Monitoring + Track program area problems and monitor system performance for efficiency and effectiveness. + Recommend policy or procedural changes based on performance data and system evaluations. + Collaborate with vendors, staff, or outside agencies to optimize system performance. Security Administration + Administer City-wide security systems, assign and secure access levels to data on servers and/or local area networks. + Track and manage linkages between various security components to ensure data protection. Interdepartmental Coordination + Coordinate with other departments regarding job execution, job scheduling, hardware problems, and security issues. + Address a variety of complex computer-related questions from staff, providing expert guidance and support. Web Page Development + Develop structure and functionality for web pages as needed, coordinating with department and Information Services staff to meet requirements. + Ensure web practices are consistent with City standards and that web pages are effectively integrated with existing systems. GIS and Web Application Documentation + Document procedures for GIS and web application data development and maintenance. + Ensure that GIS and web applications are maintained effectively, with clear documentation of processes and updates. Technology and Software Updates + Stay up-to-date on technology and software relevant to program areas, incorporating new tools and practices as appropriate. + Actively support and respect diversity in the workplace, promoting an inclusive environment. Additional Duties + Perform related duties as assigned, adapting to new challenges and responsibilities as they arise. Qualifications Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes with relevant transferrable skills from a variety of sources and experiences. The City will consider any equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. A typical way to obtain the knowledge and abilities would be: Experience: Three years of experience in Microsoft Windows support, iOS and SQL or related fields. Training: Equivalent to an Associate Degree in a computer related field. License or Certificate: A valid Oregon driver's license or, the ability to obtain by date of hire; must pass driving records check and, if hired, maintain a driving record that meets the City's standard. Oregon law requires that an out-of-state license holder must obtain a valid Oregon license (with appropriate endorsements) within 30 days of becoming domiciled in the state (ORS 803.355). The Ideal Candidate will possess the following knowledge, skills, and abilities: Knowledge of: Microsoft Windows System Administration, Operations, and Utilities Aligned Duties: + Configure and manage Windows settings to ensure optimal performance for customer-facing applications. + Troubleshoot and resolve issues related to Windows operating systems on personal computers and mobile devices used by customers. Local Area Network Applications and Hardware Aligned Duties: + Diagnose and fix network connectivity issues affecting customers' local area networks. + Ensure that network hardware, such as routers and switches, is properly configured and functioning. iOS and Apple Mobile Devices Aligned Duties: + Assist customers with issues related to iOS updates, app installations, and connectivity on Apple mobile devices. + Configure and troubleshoot settings for Apple devices in a business environment. Basic Principles and Techniques of Computer Programming and Database Structure Aligned Duties: + Review and understand application UI and code errors to identify and address issues reported by customers. + Analyze and modify database structures to improve application performance and meet user requirements. Scripting and Reporting Tools and Software Aligned Duties: + Develop and execute scripts to automate routine tasks or data extraction for reporting purposes. + Generate custom reports to track application performance and customer support metrics. Application Security, Data Organization, and File Integrity Aligned Duties: + Implement and manage security protocols to protect customer data and ensure application compliance. + Regularly check and maintain file integrity to prevent data corruption and unauthorized access. Creating and Delivering Technology Training Aligned Duties: + Develop training materials and conduct sessions for customers and staff on new software features and best practices. + Create user guides and instructional documents to assist with technology adoption. Principles and Processes for Providing Customer Services Aligned Duties: + Conduct needs assessments to determine customer requirements and tailor support solutions accordingly. + Evaluate and enhance customer service processes based on feedback and performance metrics. Databases, Data Conversion, Network and Security Architecture, and Application Development Aligned Duties: + Oversee database management tasks, including data migration and integration. + Collaborate with development teams to address application issues and improve security architecture. GIS-Based Applications and ESRI Platform Aligned Duties: + Provide support for GIS applications, including troubleshooting issues and assisting with ESRI platform tools. + Develop and maintain GIS scripts to process and analyze spatial data. Agile Project Methodology (SCRUM and Kanban) Aligned Duties: + Participate in SCRUM meetings to provide updates on support tasks and coordinate with development teams. + Use Kanban boards to track and manage support requests and project progress. Ability to: Work Independently and Be Self-Directed within a Team Concept Example: + Manage support tasks autonomously while coordinating with team members to address complex issues. + Prioritize and complete individual support tickets efficiently while contributing to team goals. Identify System Limitations and Create Projects Example: + Identify system limitations and propose projects to address performance or functionality gaps. + Develop and implement project plans to enhance application features based on identified needs. Perform Initial Evaluation of Changes and Enhancements Example: + Assess proposed changes to applications or systems and evaluate their potential impact before implementation. + Collaborate with stakeholders to ensure that changes meet customer requirements and are effectively integrated. Create Reports and/or Queries Example: + Develop and run queries to gather data from multiple sources for comprehensive analysis. + Create detailed reports to support decision-making and track key performance indicators. Enforce Standards and Procedures Example: + Implement and monitor adherence to support standards and procedures to ensure consistency and quality. + Develop and maintain documentation for record-keeping and process management. Learn and Understand Business Functions and Procedures Example: + Acquire knowledge of business processes to provide relevant and effective support solutions. + Adapt support strategies to align with evolving business requirements and procedures. Communicate Effectively with Diverse Backgrounds Example: + Provide clear and concise explanations to customers with varying levels of technical expertise. + Adapt communication style to effectively address the needs of diverse customer groups. Perform Initial Troubleshooting and Isolate Problems Example: + Diagnose and troubleshoot application problems to determine whether issues are hardware or software-related. + Implement temporary solutions while working towards permanent fixes. Assess and Translate User Business Needs into Technical Specifications Example: + Gather and analyze customer requirements to create technical specifications for application modifications. + Work with development teams to ensure that user needs are accurately translated into functional solutions. Provide Technical Assistance and Coach Others Example: + Offer technical guidance and support to colleagues and customers on effective hardware and software use. + Mentor staff and provide coaching to enhance their technical skills and support capabilities. Use Relational Databases Example: + SQL query relational databases to retrieve and analyze data for troubleshooting and reporting. + Manage database performance and ensure data integrity through regular maintenance tasks. Communicate Effectively with Technical and Non-Technical People Example: + Provide clear and understandable explanations of technical issues and solutions to both technical and non-technical stakeholders. + Prepare and deliver presentations on technical topics tailored to different audiences. Use GIS Software, Including ArcGIS Example: + Operate GIS software such as ArcGIS to support data analysis and visualization for customer projects. + Develop and execute GIS scripts to automate data processing tasks and produce output products. Supplemental Information What to Expect from our Selection Process: Applicants are screened based upon their relevant knowledge, abilities, skills, experience, and training. The selection process varies according to the position and can include such things as screening of supplemental questionnaires, written or skill tests, ability or fitness tests, interviews, and assessment processes. In addition, background investigations and records checks may be required. Some positions also require applicants to have a psychological evaluation and/or physical examination and a drug test prior to employment. Marijuana use is evaluated consistent with current state law regulations. PLEASE NOTE: Once the posting closes, the process can take 4-6 weeks to complete. Diversity, Equity, and Inclusion: The City of Eugene is committed to a respectful work environment. We value the cultural, educational, and life experiences of each employee. We believe that a diverse workforce enables us to deliver culturally responsive services to all members of our community. As part of our commitment to diversity, equity, and inclusion we desire to welcome, respect, and create a sense of belonging for a wide range of identities and experiences in our workforce. Women, people with disabilities, and persons of color are strongly encouraged to apply. The City of Eugene complies with the Americans with Disabilities Act of 1990. Any applicant with a qualified disability under the Americans with Disabilities Act may request accommodation by contacting an employment coordinator at (541) 682-5061. In compliance with the Immigration Reform and Control Act of 1986, the City of Eugene will request all eligible candidates who accept employment with the City to provide documentation to prove they are eligible for employment in the United States. If a job posting indicates this position is temporary (not limited duration) then the employee serves at will. Temporary employees do not receive benefits through the City of Eugene unless required by City, State or Federal code/statute. Representation Employees in this classification are represented by American Federation of State, County, and Municipal Employees (AFSCME), and their salaries may be subject to a monthly payroll deduction after 31 days of employment. Salary and Benefits The normal starting salary is the first step shown on the posting. Other placement in the salary range may be considered depending on qualifications and experience. Periodic advancement through the salary range is dependent upon merit. The City provides a full range of benefits, including holidays, vacation, sick leave, retirement benefit, and life insurance. Health, dental, and vision benefits are available. To view a summary of benefits (http://www.eugene-or.gov/DocumentCenter/Home/View/1813) , benefit premium rates (http://www.eugene-or.gov/DocumentCenter/Home/View/1811) , and/or the AFSCME contract (http://www.eugene-or.gov/index.aspx?NID=1966) click the respective link. Click here to view information about Total Worker Health. (https://secure.neogov.com/images/AgencyImages/jobposting/658/jobpostings/image/BeWell\_Handout.png)