Service Desk Specialist​/Senior Service Desk Specialist

The Service Desk Specialist/Sr. Service Desk Specialist position is a progressively responsible, high-level position in the Information Technology Department that provides systems management and integration for personal computers, laptops, mobile devices and supports applications running in a Microsoft Windows Server and LAN/WAN environment. This position may require some evening and weekend hours. Work is performed independently and under the supervision of the IT Service Desk Supervisor.

Progression from the Service Desk Specialist position to the Senior Service Desk Specialist position typically requires that the employee meet all the requirements of the Technical Support Specialist position as listed below and has three (3) or more years of experience successfully performing Technical Support Specialist duties, at the City of Westminster or through previous comparable employment.

The full salary range for this position is stated above. The starting range of pay is dependent on qualifications and experience of each individual candidate. The City of Westminster has a Multilingual Stipend Program to encourage, and reward benefited employees who are conversationally fluent in languages other than English. Benefited employees have the opportunity to test their language proficiency skills and qualify for a bi-weekly stipend that will vary based on the employee's level of proficiency and usage.

The City's work culture encourages passionate, positive and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission:
The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service - People - Integrity - Respect - Innovation - Teamwork).

This position supports the goals of the Information Technology Department, which delivers exceptional value and quality of life through the deployment and support of innovative technologies and SPIRIT.

Every employee is accountable to:

* Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priority

* Communicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedback

* Act as an ambassador by understanding and fostering the organization's mission and vision

* Exhibit pride in self, the department, the city, and the community; conduct self in a professional manner

* Demonstrate integrity and build trust through credibility, reliability, commitment, loyalty, and ethical behavior

* Address difficult or contentious issues in a constructive manner

* Support/promote change; demonstrate flexibility, and take calculated risks when appropriate

* Participate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization

* Work to continuously improve the efficiency and effectiveness of the service or product being delivered

* Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives

* Value diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differences

GENERAL COMPETENCIES

Citywide - Every employee in this position is accountable to:

* Establish effective interpersonal relationships through honest, open communication and follow-through on commitments

* Recognize personal strengths and weaknesses, and target areas for personal self-development

* Demonstrate initiative in performing job tasks

* Exhibit problem-solving skills leading to sound judgment and quality decisions

* Achieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independently

* Communicate effectively with individuals and groups using clear and concise verbal and written communications

* Demonstrate accountability for work, and take ownership in job performance

* Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall product

Job Specific - Every employee in this position must be able to:

* Ensure a high level of performance for mission critical systems and business applications

* Utilize excellent analytical skills, creativity and problem-solving skills for configuration and troubleshooting of personal computers, laptops and mobile devices.

* Establish work priorities as a team member

* Communicate clearly, concisely and effectively technical concepts and technology solutions to management and personal computer users

* Read and comprehend technical manuals to install and configure…