Vancouver Police Department
User Support Specialist II
COMPETITION: #2115-50167132
SECTION:
Infrastructure & Client Support Services, Information & Communication Technology Section
STATUS:
Temporary full-time
DURATION:
May 1, 2021 to December 31, 2021 (Assignment may be extended or reduced for operational reasons or due to circumstances that could not be foreseen at the time of posting, or upon return of incumbent)
HOURS OF WORK:
Nine-day fortnight
SALARY:
Pay Grade 23 – $34.97 to $41.29 per hour
COMPETITION END DATE:
Friday, May 14, 2021
Responsible for responding to a variety of client support and service requests from Vancouver Police Department staff.
ESSENTIAL DUTIES
- Performs tier two (desk side) user support and responds to off-hours troubles reports from clients within the VPD
- Handles issues with operating systems, desktop software, connectivity, user equipment, and others as they arise
- Handles service requests such as new equipment, installs, replacement hardware/software, password re-sets
- Implements a variety of projects in relation to the Help Desk team
- Takes on independent work as needed
- Responsible for identifying patterns in calls and proactively developing solutions
- Other related duties and responsibilities as assigned
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to establish and maintain effective working relationships in a team environment
- Ability to work with and troubleshoot problems related to the Windows operating system, and different business software such as MS Office and Adobe Acrobat
- Ability to work with and troubleshoot problems related to common peripheral equipment such as printers, scanners, monitors, and DVD burners
- Strong written and verbal communication skills, along with effective time management skills
- Ability to use a customer service approach and contribute in a positive way to build cohesive working relationships
- Ability to take initiative and work independently
EXPERIENCE
Required:
-
Previous experience working in the computer systems technology field or related environment
Preferred:
-
Previous experience working in a help desk environment
EDUCATION:
Required:
-
Diploma in computer systems technology or related discipline at a technical institute or community college
Preferred:
-
Network administration certification such as Microsoft Certificate System Engineer, A+ and CISCO
OTHER REQUIREMENTS:
- Valid class 5 driver’s license
- Physical strength and agility, sufficient to meet the demands of the job: lifting, bending, reaching, and carrying, including moving heavy items
- All employees must maintain their enhanced security clearance while employed with the Vancouver Police Department, which will be renewed every five years
Selection Process:
Candidates need to achieve 70% on a written test in order to move forward to the interview stage.
- The test will account for 60% of overall score
- The interview will account for 40% of overall score
This position falls under the jurisdiction of Teamsters Local 31.
Applicants should submit a resume via email to [email protected] by 4:30 p.m. on the closing date. Indicate the competition # in the subject line of the email.
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