Salary : $82,815.93 – $114,232.13 Annually
Location : Bellevue, WA
Job Type: Regular
Remote Employment: Flexible/Hybrid
Job Number: 23-00395
Department: Information Technology
Division: IT Ops Client Services
Opening Date: 09/22/2023
Closing Date: 10/8/2023 11:59 PM Pacific
Come Join the City of Bellevue!
Please fill out your application as fully as possible. The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. Read the “Hiring Process” section below to learn more.
Job Summary
The IT Department consists of 60 talented employees serving over 1,600 staff in 13 departments across 35 different locations. The IT Department supports the computers, applications, network, servers, communications, and services needed to support high quality City operations. In 2022, the City of Bellevue won first place in the Center for Digital Government Digital Cities Survey for our work in advancing digital government and Smart City. As technology continues to evolve, ITD’s partnership with customers is critical to successful technology adoption. The breadth technology used and public impact allows IT staff to learn and grow while fulfilling a desire to serve others.
If this sounds like an exciting place to work, then you might be a great fit for our IT End User Support 3 (EUS3) role. The person holding this role supports Computer Technology Services (CTS) program focusing on effective delivery and support of core technology services to City staff and eCityGov Alliance customers. This role will provide technical leadership and escalation of difficult issues. Additional focus on user experience by working on:
- Supporting Public Safety devices (phones, mobile computers, body worn cameras and other technology) used in critical response.
- Supporting Emergency Operations Center technology used in emergency response.
- Supporting Audio Visual, broadcast systems and conferencing technology relied on for public engagement and effective collaboration.
The EUS3 will also assist the CTS team by:
- Serving as an escalation point for issues needing to go through the formal problem management process
- Supporting systems that CTS is responsible for including mobile device management, , imaging, conferencing, and audio visual systems.
Bellevue is a dynamic, international, and multicultural, future-focused Smart City serving approximately 145,000 residents. Our Council vision is: “Bellevue welcomes the world, our diversity is our strength.” We value all employees and their contributions. The City invests in its employees and encourages and rewards employee growth and development by building on our commonalities and our differences. Bellevue is a high tech hub, noted for its diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. We work collectively to make it a place where you want to work, live, and play.
Essential Duties and Responsibilities
- Service Desk: Answer and respond to calls for assistance at our Service Desk. Ensure that standards for response time are met. Record call in a call tracking system.
- Troubleshooting: Diagnose and resolve complex technical issues and problems on a wide variety of computer hardware, software, tablets, and mobile devices. Troubleshoot issues with operating system, supported software, or IT services and resolve installation issues, documenting new installation instructions, and directing installation vendors as needed.
- Training: Provide formal training on use of standard technology to staff. Instruct end users and ITD staff on technical solutions to issues as needed.
- Documentation: Develop documentation including tip sheets, standard operating procedures, and intranet pages to facilitate self-help, consistency in process, and quality of service.
- Project management: Lead small IT projects assigned to work on medium to large projects.
- Standard shift will generally fall within the Monday – Friday, 9:00am to 5:00pm business hours.
Qualifications
Knowledge, Skills, Abilities, and Competencies
- Experience with many phases of help desk/workstation support.
- Demonstrate core competencies required for all front-line staff including being action oriented, making good and timely decisions, actively learning and experimenting, making sense of the complex, and planning and prioritizing work.
- Strong customer focus through building customer relationships, positive attitude and proven methods to effectively manage customer interactions
- Proven ability to collaborate on multi-disciplinary teams and instill trust with team members.
- Communicate effectively verbally and in writing and ability to gauge audience needs whether with peers, customers, or management.
- Cultivate innovation by continually looking for better ways to improve services.
- Willing to continually learn, update technical skills and seek opportunities to grow experience and knowledge.
- Drive process improvement within work group.
- Ability to become proficient in a large variety of processes to include processes which require special handling and/or have their own requirements such as Police and Fire.
Education, Experience, and Other Requirements
- Ability to pass a criminal background investigation.
- Ability to pass and maintain yearly Criminal Justice Information System (CJIS) training.
- High school diploma or equivalent education, plus work experience on an IT service desk.
- Knowledge of Microsoft Windows, Office 365 platform, Teams, windows computer, and mobile devices (Android and iOS).
- Related certifications (A+, HDI Support Center Analyst Certification, etc.) desirable.
Other
Working Conditions & Physical Requirements
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms.
- Vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
- The employee may be required to push, pull, lift, and/or carry up to 40 pounds.
- The noise level in the work environment is usually moderately quiet.
For further information about the job, please contact Jason Hale, CTS Lead at (425) 452-7956.
HIRING PROCESS
The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. To evaluate all candidates fairly and equitably, the City will make all applicants anonymous when we are screening the applications. We will redact information from our application such as your name, address, and other demographics. To help us, please complete the online application form as fully as possible.
- Answer the Questions when requested and can be found on the Questions tab of the Job posting.
- We do not accept resumes and cover letters during the anonymous application screening stage.
- Applicants advancing to the next stage may be required to provide a cover letter, resume, writing sample, and references.
CONDITIONS OF EMPLOYMENT
- All candidates will be required to establish employment authorization and identity at the time of hire. The City is not able to sponsor work visas.
- All positions the completion of references checks, including at least one prior supervisor.
- Some positions may require completion of a criminal background check prior to start employment
- Some positions may require obtaining a commercial driver’s license (CDL), licensures, or additional certifications.
The City of Bellevue values diversity in its workforce and is an Equal Opportunity Employer that does not unlawfully discriminate on the basis of race, sex, age, color, sexual orientation, gender identity, religion, national origin, marital status, genetic information, veteran’s status, disability, or any other basis prohibited by federal, state or local laws.
At the City of Bellevue, you’ll be part of a team committed to providing exceptional customer service, upholding the public interest and advancing the community vision. The five essential and enduring principles that guide our individual actions, our interactions, and our decision making in the City of Bellevue organization is: exceptional public service, stewardship, committee to employees, integrity, and innovation. You’ll work in an environment that is innovative, collaborative, future focused, and committed to excellence. Bellevue welcomes the world. Our diversity is our strength. We embrace the future while respecting our past. It’s what makes the City of Bellevue an exciting place to work, live, and explore.
Have we piqued your interest yet? Come join our team! The City of Bellevue supports workplace diversity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetic information, disability, age, veteran status, or any other protected status. Persons needing assistance with the application process may call the Human Resources Office at 425-452-6838 or If you are invited to participate in the selection process and need ADA accommodations, please notify HR before you are scheduled for an interview or testing.
The City of Bellevue participates in the E-Verify program. Learn more about the E-Verify program.
For any technical difficulties with your application, please contact the NEOGOV support line at 855-524-5627.
** Please be sure to check your junk folder for any messages that may be sent to you about this recruitment.**
The City of Bellevue offers employees a comprehensive benefits package providing choice, flexibility, and value!
Please Note: Seasonal, part-time, and variable employees are not eligible for the below benefits except for mandatory participation in the retirement plan assigned to the position, which will be the Municipal Employees Benefit Trust (MEBT 2) retirement plan or the Washington State Public Employees Retirement System (PERS) retirement plan and any other benefits as required by law.
The following summary applies to fully benefited positions:
Medical
Employees are offered a choice of medical coverage through the City’s self-insured Preferred Provider Organization (PPO) plan or Kaiser Permanente (HMO).
Dental
Employees are offered a choice of two dental carriers with plans that offer regular checkups, x-rays, fillings, and crowns. Orthodontia is available through one of the carriers.
Vision
Employees are offered a choice of vision coverage through an annual exam-only plan or a buy-up plan which includes an annual eye exam and hardware coverage.
Retirement Plans – Employees are offered three retirement plans:
- Washington State Department of Retirement Systems (DRS): Mandatory participation (PERS, LEOFF or PSERS), depending upon eligibility.
- City of Bellevue Municipal Employee’s Benefit Trust (MEBT): Optional participation in this 401(k) retirement savings plan with employer match contributions that vest on a 3-year schedule.
- Deferred Compensation Program (457 DCP): Optional participation in the supplemental Deferred Compensation Program also administered by DRS that allows tax-deferred savings into a variety of investments options.
Other benefits include:
More detailed information about our employee benefits is available at
- Flexible Spending Accounts (FSAs)
- Life/Accidental Death and Dismemberment (AD&D) Insurance
- Long Term Disability (LTD)
- Survivor Income
- Employee Assistance Program (EAP)
- 11 observed holidays per year plus 2 additional personal holidays, vacation (standard accrual of 12 days a year), and sick leave (accumulated at the rate of one day per month)
- An ORCA Card bus pass
- On-site fitness center, and self service food/coffee options
- Career development and training programs
- Tuition Reimbursement Program
- Employee Resource Groups (ERGs)
Paydays – The City of Bellevue pays employees on the 8th and the 23rd of each month (24 pay periods per year).
Please note that the City does not participate in the Social Security Administration (SSA) program, and employees do not earn social security credits. The mandatory DRS retirement pension plan provides the required social security replacement plan. Any social security benefits earned at other places of employment may be reduced because they are subject to the Windfall Elimination Provision or the Government Pension Offset.
NOTE: This is a brief summary of the benefit programs for the City’s non-represented employees. Every effort has been made to ensure its accuracy. Benefits for employees represented by a may have different benefits. If any information on this document conflicts with the provisions of a CBA, the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
01
Describe your experience in improving user support processes.
02
Describe your experience in automating processes.
03
Describe your experience in managing applications.
Required Question