Applications Support Technician II - City

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Applications Support Technician II - City

Oklahoma City, OK, United States

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Job Description

PAY AND FAIR LABOR STANDARDS ACT (FLSA) STATUS:Pay Range: 512NEHourly Rate: $29.46 - $45.06FLSA Status: Non-ExemptThe normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City's step placement policy.APPLICATION, HIRING, AND BACKGROUNDWhen completing the application, applicants will be asked to respond to application questions. These application questions are based on the Job Requirements for the position. Completion of the application questions is required. Applicant responses to the application questions must specifically answer the questions asked. Responses to application questions must be supported by work history/information listed on the application/resume, sufficient to demonstrate qualifications for the position. Applicants may upload only two attachments. Attachments may include, but are not limited to a resume, cover letter, DD214 or NGB Form 22, transcripts, etc. Applicants may also choose to combine documents into one file for upload. Applications may not be reviewed if specific responses to application questions have not been provided.Each application submission is reviewed independently. For detailed information about the City's hiring and background processes, check out the: Quick Guide to Hiring and Background ChecksIf you have questions, check out the: Frequently Asked Questions TOTAL REWARDSAt the City of Oklahoma City, our Total Rewards package is designed to honor your service, fuel your growth, and support every part of your life. We offer:Competitive payAn average of $22,000 annually contributed toward your benefits and retirementA comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and developmentExplore all the ways we invest in you: City of Oklahoma City Total RewardsPOSITION DESIGNATIONThis job classification has been designated as a cyber security sensitive job classification effective June 26, 2023, in order to comply with United States Department of Justice, Federal Bureau of Investigation, Criminal Justice Information Services (CJIS) Division's Criminal Justice Information Services Security Policy (Version 5.9.2, 12/07/2022), 5.12 Policy Area 12 Personnel Security. The policy requires national fingerprint-based records checks be conducted prior to granting access to criminal justice information for all personnel who have unescorted access to unencrypted Criminal Justice Information (CJI) or unescorted access to physically security locations or controlled areas (during times of CJI processing). Employees in this job classification will be subject to a Criminal Justice Information Services (CJIS) Interstate Identification Index (III) Fingerprint Background check after receiving a conditional offer of employment. Additionally, employees in this job classification must complete the required CJIS Security and Privacy Training and pass the online certification test.DEPARTMENTAL INFORMATIONThe City of Oklahoma City's Information Technology Department keeps the systems, networks, and applications that City employees and residents depend on running smoothly. This team pairs solid technical fundamentals with a genuine customer-service mindset. Success is measured not just by tickets closed, but by how well end-users are supported. Applications Support Technicians work closely with users, project managers, and senior IT staff to troubleshoot a wide range of issues day to day, in a collaborative environment that values initiative, kindness, and continuous learning.JOB SUMMARYThis position is located in the Technology Systems Division of the Information Technology Department with the City of Oklahoma City and is under the direction of an immediate supervisor. The Applications Support Technician II is a technical support classification responsible for providing technical assistance to project managers, senior support staff and/or end users. An employee in this classification performs work of a technical nature at field and shop locations requiring previously acquired knowledge of specialized electronic and/or digital equipment and technical information systems and various hardware and software environments. Essential job functions include: installing, configuring, maintaining or troubleshooting computer systems and networks; updating software or firmware; implementing and monitoring system security measures in order to maintain system integrity and availability; providing assistance in using standard application software; and assisting project managers and application support staff with troubleshooting and correcting system errors. Other duties and responsibilities include: creating, collecting and maintaining system documentation; installing and configuring hardware components; monitoring system and network performance; assisting with testing and implementation of system enhancements; responding to technical questions or concerns raised by users; performing preventative maintenance tasks; and cleaning or replacing parts and components. The work is performed primarily independently or as a functional lead, under the direction of a supervisor, project manager or more senior team member. VETERANS PREFERENCEHonorably discharged veterans of the United States Active Duty Armed Forces, National Guard, and Reserve Forces who are not currently employed full-time by the City of Oklahoma City and who meet the qualifications for the position shall be given preference. To receive preference, veterans must submit verification of honorable discharge from the United States military service (Department of Defense Form DD214 or NGB Form 22) prior to the closing date of the vacancy announcement. JOB REQUIREMENTS Knowledge of basic methods and techniques used in trouble shooting software applications, hardware, and network problems.Knowledge of the assigned operating system, standard software applications, hardware, and related peripheral equipment.Skill in applying knowledge of computerized information processing system.Skill in locating and repairing equipment malfunctions.Skill in communicating verbally and in writing using tact and diplomacy.Skill in recording information accurately.Ability to quickly learn new proprietary applications.Ability to communicate effectively with both technical staff and end-users.Ability to establish and maintain effective working relationships.Ability to work on projects independently and as a member of a team.Ability to troubleshoot applications and determine appropriate corrective action.Ability to troubleshoot hardware and determine appropriate corrective action.Ability to travel.Ability and willingness to observe standard safety practices.Ability and willingness to maintain current knowledge of technological advances in the field.Willingness to assume responsibility for work performed independently or as a lead worker.Willingness to maintain confidentiality.Willingness to make work-related decisions.PREFERRED QUALIFICATIONSDemonstrated commitment to providing high‑quality, service‑oriented support to end‑users.Experience performing baseline troubleshooting of hardware, software, and network-related issues.Ability to effectively address a wide range of technical matters, from routine account support to more complex system challenges.Strong interpersonal skills, including the ability to communicate with patience, professionalism, and clarity in all customer interactions.COMPETENCIESOne City, One Team (Teamwork/Team Oriented) (1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; (2) participates willingly and effectively as a team lead or team member; (3) builds consensus; fosters team commitment, spirit, pride, and trust; (4) collaborates with others to accomplish goals and objectives and achieve results; (5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; (6) actively listens, clarifies information as needed; (7) [Core Value One City, One Team] shares information, resources and solutions across departments; (8) [Core Value One City, One Team] asks for help early and offers it often; (9) [Core Value One City, One Team] collaborates across teams before decisions are made.Service First (Customer Centric) (1) Demonstrates commitment to public service; (2) serves and satisfies internal and external customers in a timely and effective manner; (3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; (4) supports the Department/City's mission; develops and executes strategies with the customer in mind; (5) [Core Value Service First] acts quickly and follows through until the job is complete; (6) [Core Value Service First] serves everyone with genuine respect, diligence and professionalism; (7) [Core Value Service First] makes decisions with the people we serve in mind.Respect Always (Leads Through Influence) (1) Persuades others; builds consensus through give and take; (2) gains cooperation from others to obtain information and accomplish goals; (3) works with others towards achieving agreements that may involve exchanging resources or resolving differences; (4) understands the concepts, practices, and techniques used to identify, engage, influence, and monitor relationships with individuals and groups connected to a work effort including those actively involved; (5) leads through influence over the process and its results, and those who have a vested interest in the outcome (positive or negative). (6) [Core Value Respec