Help Desk Specialist
Oakland, CA Oakland, CA Full-time Full-time $61,854 - $75,914 a year $61,854 - $75,914 a year 19 hours ago 19 hours ago 19 hours ago The Position The City of Oakland is an equal opportunity employer that values workforce diversity, inclusion, and equity.
Oakland has a long history of activism around issues of justice and equity.
Both oppression and this resistance to oppression have shaped the city's historical roots and the lives of its residents to this day.
As public servants in one of the most diverse cities in the nation, we strive to develop employees who understand the harm and impacts of systemic inequity to create lasting, meaningful outcomes for everyone.
Oakland strives to establish an environment that embraces the richness of culture, community, and individualism of employees.
Why join the City of Oakland Information Technology Department? The City of Oakland Information Technology Department (ITD) is an exciting, fast paced environment.
Working with technology and innovation, ITD is leading digital transformation throughout the City and offers a supportive, fun, hard-working environment where you can make a difference in the community you serve! We are looking for someone who is:
Customer service oriented.
You are passionate about delivering exceptional customer service and pride yourself on being responsive and proactive when addressing customer needs.
Collaborative and supportive.
You thrive on working with others and demonstrate cooperation and teamwork across various departments and divisions, at all levels of the organization.
Organized and self-motivated.
You balance multiple assignments and priorities effortlessly and approach your work activities with a natural enthusiasm and results-oriented mindset.
Resourceful and attentive.
You offer innovative solutions which is driven by a desire to approach problems and issues conscientiously.
What you will typically be responsible for:
Providing Tier 1 customer support via the telephone and utilizing help desk ticketing software system (ServiceNow) to manage, track, report and follow-up on customer's technical issues.
Reporting serious network/system outages and promptly escalating to appropriate network administrators, vendor and/or supervisor; create, log, categorize and assign Information Services incidents/tickets within the help desk tracking system.
Enrolling new users, establishing accounts, removing old accounts, setting up email accounts and resetting passwords for computer and email accounts.
Utilizing Active Directory, Azure, and the Microsoft Admin Center to manage user accounts, reset passwords and troubleshoot Multi-Factor Authentication issues.
Over the telephone, remotely connecting, installing, and configuring printers; setting up printer connections; installing and configuring printer drivers; troubleshooting connections; configuring and troubleshooting network connectivity issues.
Configuring email access to include organization, configuration, and customizations; connectivity and application settings; advanced application usage; and application integration with third party software.
Addressing account configuration issues on both the client and server sides.
Providing software support to customers including the following:
Adobe Acrobat, Adobe Sign, Microsoft Suite, and SharePoint.
Detecting, scanning, and removing microcomputer viruses; installing and configuring standard anti-virus software as well as third party anti-virus/anti-spyware software.
Help Desk Specialist A few reasons you might love this job:
You will work for an innovative technology agency striving for continuous innovation and improvement.
You will be joining a team of dedicated professionals who are passionate about customer service and ensuring City staff have access to the technology they need to perform their jobs effectively.
Your contributions will directly impact the technology that Oakland's residents' access on a daily basis.
In this position, you will be a public sector innovator and participate in developing solutions for the City.
A few challenges you might face in this :
You will be facing multiple customer service requests with competing needs that must be prioritized.
You will be working with City staff that have a varying degree of comfort and familiarity with technology.
You will be dealing with urgent requests from high visibility customers that have to be completed in a short timeframe.
Competencies Required:
Adaptability:
Responding positively to change and modifying behavior as the situation requires Attention to Detail:
Focusing on the details of work content, work steps, and final work products Customer Focus:
Attending to the needs and expectations of customers Decision Making:
Choosing optimal courses of action in a timely manner Fact Finding:
Obtaining facts and data pertaining to an issue or question Handling & Resolving Conflict:
Managing interpersonally strained situations Oral Communication:
Engaging effectively in dialogue Professional Integrity & Ethics:
Displaying honesty, adherence to principles, and personal accountability Professional & Technical Expertise:
Applying technical subject matter to the job Teamwork:
Collaborating with others to achieve shared goals Using Technology:
Working with electronic hardware and software applications Valuing Diversity:
Appreciating the benefits of varied backgrounds and cultures in the workplace Writing:
Communicating effectively in writing Minimum Requirements for Application This recruitment will produce two eligible lists.
The restricted list will be for full-time, permanent part-time, or part-time City employees who meet the minimum qualifications.
The open list will be for all other applicants who meet the minimum qualifications.
Any combination of education and experience that is equivalent to the following minimum qualifications is acceptable.
Education:
Equivalent to an Associate's Degree from an accredited college or technical school with major course work in computer science or operations, information technology or related field.
Additional specialized training in network systems or a related field is desirable.
Experience:
Two years of experience providing Help Desk customer support.
Supplemental Information The Recruitment Process:
The City of Oakland works with a Civil Service system.
Applicants apply online, and HR staff reviews their experience, education, and training listed on the application against the minimum qualifications listed for each position.
Candidates who demonstrate that they meet the minimum qualification requirements are then invited to participate in an assessment process (or testing) to measure their knowledge, skills, and abilities in job-related areas.
For this recruitment, all qualified applicants will be invited to take an online multiple-choice test.
You'll have 7 days to complete the test once the link is sent to your email.
This is tentatively planned to launch during the week of September 4, 2023.
For some recruitments, more than one type of assessment may be used.
Depending on the number of candidates who pass the first assessment (multiple-choice test, structured interview, supplemental screening, performance exam) you may be asked to complete a secondary assessment before the recruitment is finalized.
If a secondary assessment is scheduled, you will be notified by email with specific details.
If a secondary assessment is not scheduled, department hiring interviews will occur during this time frame.
Candidates who pass each stage in the process will be placed on an eligible list.
Some candidates may receive extra points, for example, if you are a Veteran with an honorable discharge, or if you are a current City of Oakland resident.
If you're applying to a restricted posting and you are eligible as a current City employee, you may also receive additional points for your City service.
Extra points are only applied to passing scores, so if you do not pass every element of the testing process, you cannot use extra points to pass.
The City of Oakland reserves the right to modify the selection process and date of examination as necessary to conform to administrative or business necessity.
The information contained in this announcement is subject to change and does not constitute either an expressed or implied contract.
What's in it for you? Work/Life Balance:
37.
5 hour work weeks, and a flexible/hybrid remote schedule 15 paid holidays Vacation:
2 weeks per year minimum with the ability to accrue more depending on public sector years of service Retirement:
CalPERS (California Public Employees' Retirement System) with a pension formula of 2.
5% @ 55 (for Classic CalPERS members) and 2% @ 62 for new CalPERS members.
Classic Employees contribute 8% of pre-tax wages.
The City of Oakland does not participate in Social Security Health:
The City of Oakland pays the full cost of employee and eligible dependent coverage at the Kaiser rate.
Other plans include Anthem, Blue Shield, United Health Care, and other HMO and PPO plans Dental:
Delta Dental full premium for employees and eligible dependents Vision:
VSP full premium for employees and eligible dependents Sick leave:
Employees accrue 12 days per year Deferred Compensation:
457(b) pre-tax plan and an after-tax ROTH 401(k)plan Other benefits include a Flexible Spending Account, Wellness Program, Employee Assistance Program, Tuition Reimbursement, Life Insurance up to $200k & Employee Training.
Applicants are required to submit criminal history information upon request after receiving a conditional offer of employment.
If the requested information is not furnished in a timely manner, applicants will not qualify for further consideration and will be removed from the eligible list.
Disaster Service Workers All employees are designated Disaster Service Workers through state and local law.
Employees are required to complete all Disaster Service Worker-related training as assigned and to return to work as ordered in the event of an emergency.
How to Apply Apply prior to the closing time of the job announcement and allow at least two to three hours to submit your application if you are a new user of the system.
http:
//agency.
governmentjobs.
com/oaklandca/default.
cfm.
If you do not have access to a computer, there are computer stations available at any City of Oakland Public Library.
There are also workstations at the Human Resources Management Department, 150 Frank H.
Ogawa Plaza, 2nd Floor, Oakland, CA 94612.
Workstations are available during regular business hours (normally 9:
00 a.
m.
to 5:
00 p.
m.
).
Our online application system is provided by NeoGov.
If you have problems while applying online, please contact NeoGov's Live Applicant Support at (855) 524-5627 between 6:
00 AM and 5:
00 PM Pacific Time, Monday - Friday.
You may also call the City of Oakland Human Resources Management Department during regular business hours at (510) 238-3112 for information; however, we are unable to provide technical support for the online application system.
Agency City of Oakland Address 150 Frank H.
Ogawa Plaza - 2nd Floor Oakland, California, 94612 Phone (510) 238-3112 Website http:
//www.
oaklandca.
gov/ The City of Oakland is committed to the wellbeing of its employees and offers comprehensive health and wellness services along with an array of other benefits for most positions.
Benefits may include :
CalPERS Medical Dental Vision Medical Waiver Plan - Cash-In-Lieu Flexible Spending Accounts Commuter Benefits Group & Supplemental Life Insurance Employee Assistance Program (EAP) Guaranteed Ride Home (GRH) Pension Benefits Deferred Compensation Specific benefits may vary depending on the assigned specific bargaining unit.
Information regarding most benefits can be reviewed here:
Employee Benefits Information Current MOUs may be reviewed here:
City of Oakland Labor Agreements.
Estimated Salary: $20 to $28 per hour based on qualifications.
Oakland has a long history of activism around issues of justice and equity.
Both oppression and this resistance to oppression have shaped the city's historical roots and the lives of its residents to this day.
As public servants in one of the most diverse cities in the nation, we strive to develop employees who understand the harm and impacts of systemic inequity to create lasting, meaningful outcomes for everyone.
Oakland strives to establish an environment that embraces the richness of culture, community, and individualism of employees.
Why join the City of Oakland Information Technology Department? The City of Oakland Information Technology Department (ITD) is an exciting, fast paced environment.
Working with technology and innovation, ITD is leading digital transformation throughout the City and offers a supportive, fun, hard-working environment where you can make a difference in the community you serve! We are looking for someone who is:
Customer service oriented.
You are passionate about delivering exceptional customer service and pride yourself on being responsive and proactive when addressing customer needs.
Collaborative and supportive.
You thrive on working with others and demonstrate cooperation and teamwork across various departments and divisions, at all levels of the organization.
Organized and self-motivated.
You balance multiple assignments and priorities effortlessly and approach your work activities with a natural enthusiasm and results-oriented mindset.
Resourceful and attentive.
You offer innovative solutions which is driven by a desire to approach problems and issues conscientiously.
What you will typically be responsible for:
Providing Tier 1 customer support via the telephone and utilizing help desk ticketing software system (ServiceNow) to manage, track, report and follow-up on customer's technical issues.
Reporting serious network/system outages and promptly escalating to appropriate network administrators, vendor and/or supervisor; create, log, categorize and assign Information Services incidents/tickets within the help desk tracking system.
Enrolling new users, establishing accounts, removing old accounts, setting up email accounts and resetting passwords for computer and email accounts.
Utilizing Active Directory, Azure, and the Microsoft Admin Center to manage user accounts, reset passwords and troubleshoot Multi-Factor Authentication issues.
Over the telephone, remotely connecting, installing, and configuring printers; setting up printer connections; installing and configuring printer drivers; troubleshooting connections; configuring and troubleshooting network connectivity issues.
Configuring email access to include organization, configuration, and customizations; connectivity and application settings; advanced application usage; and application integration with third party software.
Addressing account configuration issues on both the client and server sides.
Providing software support to customers including the following:
Adobe Acrobat, Adobe Sign, Microsoft Suite, and SharePoint.
Detecting, scanning, and removing microcomputer viruses; installing and configuring standard anti-virus software as well as third party anti-virus/anti-spyware software.
Help Desk Specialist A few reasons you might love this job:
You will work for an innovative technology agency striving for continuous innovation and improvement.
You will be joining a team of dedicated professionals who are passionate about customer service and ensuring City staff have access to the technology they need to perform their jobs effectively.
Your contributions will directly impact the technology that Oakland's residents' access on a daily basis.
In this position, you will be a public sector innovator and participate in developing solutions for the City.
A few challenges you might face in this :
You will be facing multiple customer service requests with competing needs that must be prioritized.
You will be working with City staff that have a varying degree of comfort and familiarity with technology.
You will be dealing with urgent requests from high visibility customers that have to be completed in a short timeframe.
Competencies Required:
Adaptability:
Responding positively to change and modifying behavior as the situation requires Attention to Detail:
Focusing on the details of work content, work steps, and final work products Customer Focus:
Attending to the needs and expectations of customers Decision Making:
Choosing optimal courses of action in a timely manner Fact Finding:
Obtaining facts and data pertaining to an issue or question Handling & Resolving Conflict:
Managing interpersonally strained situations Oral Communication:
Engaging effectively in dialogue Professional Integrity & Ethics:
Displaying honesty, adherence to principles, and personal accountability Professional & Technical Expertise:
Applying technical subject matter to the job Teamwork:
Collaborating with others to achieve shared goals Using Technology:
Working with electronic hardware and software applications Valuing Diversity:
Appreciating the benefits of varied backgrounds and cultures in the workplace Writing:
Communicating effectively in writing Minimum Requirements for Application This recruitment will produce two eligible lists.
The restricted list will be for full-time, permanent part-time, or part-time City employees who meet the minimum qualifications.
The open list will be for all other applicants who meet the minimum qualifications.
Any combination of education and experience that is equivalent to the following minimum qualifications is acceptable.
Education:
Equivalent to an Associate's Degree from an accredited college or technical school with major course work in computer science or operations, information technology or related field.
Additional specialized training in network systems or a related field is desirable.
Experience:
Two years of experience providing Help Desk customer support.
Supplemental Information The Recruitment Process:
The City of Oakland works with a Civil Service system.
Applicants apply online, and HR staff reviews their experience, education, and training listed on the application against the minimum qualifications listed for each position.
Candidates who demonstrate that they meet the minimum qualification requirements are then invited to participate in an assessment process (or testing) to measure their knowledge, skills, and abilities in job-related areas.
For this recruitment, all qualified applicants will be invited to take an online multiple-choice test.
You'll have 7 days to complete the test once the link is sent to your email.
This is tentatively planned to launch during the week of September 4, 2023.
For some recruitments, more than one type of assessment may be used.
Depending on the number of candidates who pass the first assessment (multiple-choice test, structured interview, supplemental screening, performance exam) you may be asked to complete a secondary assessment before the recruitment is finalized.
If a secondary assessment is scheduled, you will be notified by email with specific details.
If a secondary assessment is not scheduled, department hiring interviews will occur during this time frame.
Candidates who pass each stage in the process will be placed on an eligible list.
Some candidates may receive extra points, for example, if you are a Veteran with an honorable discharge, or if you are a current City of Oakland resident.
If you're applying to a restricted posting and you are eligible as a current City employee, you may also receive additional points for your City service.
Extra points are only applied to passing scores, so if you do not pass every element of the testing process, you cannot use extra points to pass.
The City of Oakland reserves the right to modify the selection process and date of examination as necessary to conform to administrative or business necessity.
The information contained in this announcement is subject to change and does not constitute either an expressed or implied contract.
What's in it for you? Work/Life Balance:
37.
5 hour work weeks, and a flexible/hybrid remote schedule 15 paid holidays Vacation:
2 weeks per year minimum with the ability to accrue more depending on public sector years of service Retirement:
CalPERS (California Public Employees' Retirement System) with a pension formula of 2.
5% @ 55 (for Classic CalPERS members) and 2% @ 62 for new CalPERS members.
Classic Employees contribute 8% of pre-tax wages.
The City of Oakland does not participate in Social Security Health:
The City of Oakland pays the full cost of employee and eligible dependent coverage at the Kaiser rate.
Other plans include Anthem, Blue Shield, United Health Care, and other HMO and PPO plans Dental:
Delta Dental full premium for employees and eligible dependents Vision:
VSP full premium for employees and eligible dependents Sick leave:
Employees accrue 12 days per year Deferred Compensation:
457(b) pre-tax plan and an after-tax ROTH 401(k)plan Other benefits include a Flexible Spending Account, Wellness Program, Employee Assistance Program, Tuition Reimbursement, Life Insurance up to $200k & Employee Training.
Applicants are required to submit criminal history information upon request after receiving a conditional offer of employment.
If the requested information is not furnished in a timely manner, applicants will not qualify for further consideration and will be removed from the eligible list.
Disaster Service Workers All employees are designated Disaster Service Workers through state and local law.
Employees are required to complete all Disaster Service Worker-related training as assigned and to return to work as ordered in the event of an emergency.
How to Apply Apply prior to the closing time of the job announcement and allow at least two to three hours to submit your application if you are a new user of the system.
http:
//agency.
governmentjobs.
com/oaklandca/default.
cfm.
If you do not have access to a computer, there are computer stations available at any City of Oakland Public Library.
There are also workstations at the Human Resources Management Department, 150 Frank H.
Ogawa Plaza, 2nd Floor, Oakland, CA 94612.
Workstations are available during regular business hours (normally 9:
00 a.
m.
to 5:
00 p.
m.
).
Our online application system is provided by NeoGov.
If you have problems while applying online, please contact NeoGov's Live Applicant Support at (855) 524-5627 between 6:
00 AM and 5:
00 PM Pacific Time, Monday - Friday.
You may also call the City of Oakland Human Resources Management Department during regular business hours at (510) 238-3112 for information; however, we are unable to provide technical support for the online application system.
Agency City of Oakland Address 150 Frank H.
Ogawa Plaza - 2nd Floor Oakland, California, 94612 Phone (510) 238-3112 Website http:
//www.
oaklandca.
gov/ The City of Oakland is committed to the wellbeing of its employees and offers comprehensive health and wellness services along with an array of other benefits for most positions.
Benefits may include :
CalPERS Medical Dental Vision Medical Waiver Plan - Cash-In-Lieu Flexible Spending Accounts Commuter Benefits Group & Supplemental Life Insurance Employee Assistance Program (EAP) Guaranteed Ride Home (GRH) Pension Benefits Deferred Compensation Specific benefits may vary depending on the assigned specific bargaining unit.
Information regarding most benefits can be reviewed here:
Employee Benefits Information Current MOUs may be reviewed here:
City of Oakland Labor Agreements.
Estimated Salary: $20 to $28 per hour based on qualifications.
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