City of Culver City, California
City Council Agenda Item Report
RECOMMENDATION:
Staff recommends the City Council approve the Classification Specification for Help
Desk Technician.
BACKGROUND/DISCUSSION:
The Help Desk Technician classification specification has been revised to align it
with other Information Technology (“IT”) classifications.
This classification is currently vacant giving the Personnel Department, in
coordination with IT, the opportunity to reevaluate the duties and responsibilities of
the position. In reviewing the classification specification, it was observed that the
position was listed in the classified service. The Culver City Municipal Code
§3.05.015 states that professional and technical employees in the information
technology field are exempt from the classified service.
In addition, the minimum requirements have been modified to encompass the
increased scope of this classification in light of the added technology and service
provided to City departments.
Accordingly, the following changes are being proposed:
Change the classification status;
Add an essential job duty to identify the current working environment;
Add specific knowledge and experience requirements; and
Clarify and update language throughout the classification specification.
Meeting Date: 09/25/05 Item Number: C-6
AGENDA ITEM: Approval of the Revised Classification Specification for Help
Desk Technician.
Contact Person/Dept.: Amy Webber Phone Number: 310-253-5652
Fiscal Impact: Yes [] No [X] General Fund: Yes [] No []
Public Hearing: [] Action Item: [] Attachments: [X]
Public Notification: Master Notification List and Culver City Employees Association
(09/20/06)
Department Approval:
Serena Wright (09/18/2006)
City Manager Approval:
Jerry B. Fulwood (09/20/2006)
City Controller Approval:City of Culver City, California
City Council Agenda Item Report
It is necessary for successful candidates to have experience in a server/network
environment since this position is not an entry level position. By requiring at least
two (2) years of experience to supplement the current requirement of possessing
either an accredited Associate of Arts degree or a technical certificate will give
candidates the necessary background to be able to perform the essential functions
of the classification.
The changes to the minimum requirements in conjunction with an additional
essential duty bring the Help Desk Technician classification to the level of a journey-
level position. These changes, as outlined above, reflect the current working
environment of the position and are needed to meet the demands of additional
servers, responsibilities for disaster recovery of critical information, and the complex
networking and wireless systems used by the City.
On September 6, 2006, the Civil Service Commission approved the revised
classification specification for Help Desk Technician.
FISCAL ANALYSIS:
None
ATTACHMENTS:
1. Revised Classification Specification for Help Desk Technician
2. Information Technology Department Organizational Chart
3. Municipal Code § 3.05.015 Classified Service; Applicability
MOTION:
That the City Council:
Approve the Revised Classification Specification for Help Desk Technician.
MEETING DATE: 09/25/2006
AGENDA ITEM: Approval of the Classification Specification for Help Desk
Technician.
ATTACHMENTS
1. Revised Classification Specification for Help Desk
Technician
2. Information Technology Department Organizational
Chart
Pages
1 — 2|1010|3. Municipal Code §3.05.015 Classified Service; Applicability 4ATTACHMENT 1
Cuitin, CITY
PERSONNEL DEPARTMENT
HELP DESK TECHNICIAN
DEFINITION
The positions assigned to this classification are in the classified service . They perform a variety of
technical and customer service tasks in user problem resolutioni and
recurring network support. The position serves as a key contact for on-site and remote users
with system problems and inquiries in a tHelp 'Desk environment. Installs and supports ME
microcomputer, network, and web hardware and software, trains users, performs routine data
protection and administrative tasks.
SUPERVISION RECEIVED AND EXERCISED
This position , reports to the Technical Services Manager.
ESSENTIAL JOB DUTIES
The following tasks are essential for this position. Incumbents in this classification may not perform all
of these tasks, or may perform similar related tasks not listed here.
1. Provides user support for filiGFCCOM e ute - systems.
This Cato will-be over the telephone! p ! -sk format or may be in
persen. This may will include software, hardware, and communications products.
2. Assists users with railaal microcomputer applications software such as word processors, spreadsheets,
electronic mail, graphics, and specialized functional software for City Departmental use.
3. Installs and configures microcomputer, server, network, and web hardware and software products.
/I. Provides limited training to end users.
5. Creates limited software applications for City departments, typically involving spreadsheets and macros
following City standards and procedures for software development.
6. Adds new users to City systems, 00041ItaiThititalWanel train i ngs them.
7. Arxists IT staff and users with chanrs and enhancements to security.
8. Supports the city's anti-virus efforts by updating software, researching, testing systems,
and training users.
9. Develops and updates documentation, policies, and procedures.
10.Performs Verifies daily backup operations
troubleshooting errors, and managing media in the
site secure storage.
11.Updates and maintains disaster recovery materials. Performs routine restores and kailiajj special
backu s as requested.
13.Provides administrative support to the Technical Services group as directed. Typical tasks
iierai(ati , to being: license and contract filing and tracking; purchase order management; research and
duplication; and software library management; receipt and invoice tracking and management, and Quality
Aassurance.
14.Performs other duties as assigned.
reviewing logs,
and at the off-
December 2000Knowledge of:
• Industry standard
• Exposure to gliGFG
relational databases and a lication eneration tools.
microcomputer, server, network, and web hardware and software products.
computer software development techniques, including use of
Page 2
Help Desk Technician
MARGINAL JOB DUTIES
• Acts as a backup to the Microcomputer Analysts.
• Acti as a backup to the Telecommunications Analys
MINIMUM KNOWLEDGE, SKILL AND ABI
• Help Desk troubleshooting techniques for personal microcomputers, printers, network
connections and related software, hardware, and cabling.
Skill and Ability to:
• Troubleshoot common backup, peariliel microcomputer, server, network, and web software and
hardware problems.
Solve N` Crtl041111Wiligra straightforward backup, eraiS*111 miorecomputer, server, network, and web
software and hardware problems.
• Deal with concurrent customer support situations.
• Perform limited end user training.
• Work in a team environment or independently as needed.
• Use good time management skills.
• Act as a first point of phone contact with Technical Services' Help Desk. Project a positive and
knowledgeable customer service presence.
Possession of a valid California Class C driver's license.
TRAINING AND EXPERIENCE
experience and education 11.1would
quali . A ty ical path
be Associate degree or technical
exposuce-to-basic-micrecomputer, server, network,
and/or web products including word processing, spreadsheet, graphics and relational
databases. Experience in an Operations, Help Desk, or Customer Service phone environment is highly
desirable.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
• Require vision (which may be corrected) to read small print.
• Require the mobility to stand, stoop, reach and bend. Require mobility of arms to reach and dexterity of
hands to grasp and manipulate small objects.
• Require the ability to stand for long periods.
• Require the ability to walk long distances.
• Perform work which involves the frequent lifting, pushing and/or pulling of objects which may approximate
50 pounds and may occasionally weigh up to 100 pounds.
• Is subject to office environmental conditions.
2_ATTACHMENT 2
CITY MANAGER
INFORMATION TECHNOLOGY (IT)
DIRECTOR
INFORMATION TECHNOLOGY DEPARTMENT
INFORMATION
TFrHKRII OCY
ANALYST
GRAPHIC SERVICES COORDINATOR
GRAPHIC SERVICES
TECHNICAL SERVICES MANAGER
COMMUNICATION SERVICES
SYSTEMS DEVELOPMENT MANAGER
COMPUTER SERVICES
TELE-COMMUNICATIONS
ANAL YST
INFORMATION SYSTEMS
ANAI YST 131
WFRMASTFR
SENIOR COMPUTER
PRO(RAMMFR ANAI YST 19)
GRAPHIC SERVICES
ASSISTANT
GIS ANALYST
SENIOR COMPUTER
PROGRAMMFR
HELP DESK
TFCHNICIAKI
ENTERPRISE BUSINESS OFFICE AUTOMATION
ANA1 YST SPFCIA1 1ST
FISCAL YEAR 2006-2007ALP Page 1 of 1
ATTACHMENT 3
§ 3.05.015 CLASSIFIED SERVICE; APPLICABILITY.
The Civil Service System shall be applicable to all departments, offices, positions and employments
and all persons employed by the City except the following:
A. Elective offices;
B. Members of appointive boards, commissions and committees;
C. Persons engaged under contract to supply expert professional or technical services for a
definite and limited period of time;
D. The Chief Administrative Officer, whether termed as such, or as City Manager, Coordinator,
or by any other term intended to designate the supervisor and superintendent of the overall
administration of the City;
E. Assistant Administrative Officers, Assistants to the Chief Administrative Officer, the
Personnel Director, the Labor Relations Officer, Public Works Director/City Engineer and such staff
assistants to any of said officers as the City Council may authorize.
F. Volunteer personnel, crossing guards, or other employees holding seasonal, limited or
temporary appointments of limited duration, or serving on a part-time basis;
G. Staff assistants to the head of a department or division as may be authorized by the City
Council.
H. Professional and technical employees in the field of information technology, who perform
design, development, documentation, analysis, acquisition, installation, creation, technical support,
testing or modification of computer systems or programs.
http://wvvw.amlegal.com/nxt/gateway.d11/California/culver/title3administrationichapter305 . 8/31/2006MEETING DATE: 09/25/2006
AGENDA ITEM: Approval of the Classification Specification for Help Desk
Technician.
ATTACHMENTS
1. Revised Classification Specification for Help Desk
Technician
2. Information Technology Department Organizational
Chart
Pages
1 — 2|1010|3. Municipal Code §3.05.015 Classified Service; Applicability 4ATTACHMENT 1
Cuitin, CITY
PERSONNEL DEPARTMENT
HELP DESK TECHNICIAN
DEFINITION
The positions assigned to this classification are in the classified service . They perform a variety of
technical and customer service tasks in user problem resolutioni and
recurring network support. The position serves as a key contact for on-site and remote users
with system problems and inquiries in a tHelp 'Desk environment. Installs and supports ME
microcomputer, network, and web hardware and software, trains users, performs routine data
protection and administrative tasks.
SUPERVISION RECEIVED AND EXERCISED
This position , reports to the Technical Services Manager.
ESSENTIAL JOB DUTIES
The following tasks are essential for this position. Incumbents in this classification may not perform all
of these tasks, or may perform similar related tasks not listed here.
1. Provides user support for filiGFCCOM e ute - systems.
This Cato will-be over the telephone! p ! -sk format or may be in
persen. This may will include software, hardware, and communications products.
2. Assists users with railaal microcomputer applications software such as word processors, spreadsheets,
electronic mail, graphics, and specialized functional software for City Departmental use.
3. Installs and configures microcomputer, server, network, and web hardware and software products.
/I. Provides limited training to end users.
5. Creates limited software applications for City departments, typically involving spreadsheets and macros
following City standards and procedures for software development.
6. Adds new users to City systems, 00041ItaiThititalWanel train i ngs them.
7. Arxists IT staff and users with chanrs and enhancements to security.
8. Supports the city's anti-virus efforts by updating software, researching, testing systems,
and training users.
9. Develops and updates documentation, policies, and procedures.
10.Performs Verifies daily backup operations
troubleshooting errors, and managing media in the
site secure storage.
11.Updates and maintains disaster recovery materials. Performs routine restores and kailiajj special
backu s as requested.
13.Provides administrative support to the Technical Services group as directed. Typical tasks
iierai(ati , to being: license and contract filing and tracking; purchase order management; research and
duplication; and software library management; receipt and invoice tracking and management, and Quality
Aassurance.
14.Performs other duties as assigned.
reviewing logs,
and at the off-
December 2000Knowledge of:
• Industry standard
• Exposure to gliGFG
relational databases and a lication eneration tools.
microcomputer, server, network, and web hardware and software products.
computer software development techniques, including use of
Page 2
Help Desk Technician
MARGINAL JOB DUTIES
• Acts as a backup to the Microcomputer Analysts.
• Acti as a backup to the Telecommunications Analys
MINIMUM KNOWLEDGE, SKILL AND ABI
• Help Desk troubleshooting techniques for personal microcomputers, printers, network
connections and related software, hardware, and cabling.
Skill and Ability to:
• Troubleshoot common backup, peariliel microcomputer, server, network, and web software and
hardware problems.
Solve N` Crtl041111Wiligra straightforward backup, eraiS*111 miorecomputer, server, network, and web
software and hardware problems.
• Deal with concurrent customer support situations.
• Perform limited end user training.
• Work in a team environment or independently as needed.
• Use good time management skills.
• Act as a first point of phone contact with Technical Services' Help Desk. Project a positive and
knowledgeable customer service presence.
Possession of a valid California Class C driver's license.
TRAINING AND EXPERIENCE
experience and education 11.1would
quali . A ty ical path
be Associate degree or technical
exposuce-to-basic-micrecomputer, server, network,
and/or web products including word processing, spreadsheet, graphics and relational
databases. Experience in an Operations, Help Desk, or Customer Service phone environment is highly
desirable.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
• Require vision (which may be corrected) to read small print.
• Require the mobility to stand, stoop, reach and bend. Require mobility of arms to reach and dexterity of
hands to grasp and manipulate small objects.
• Require the ability to stand for long periods.
• Require the ability to walk long distances.
• Perform work which involves the frequent lifting, pushing and/or pulling of objects which may approximate
50 pounds and may occasionally weigh up to 100 pounds.
• Is subject to office environmental conditions.
2_ATTACHMENT 2
CITY MANAGER
INFORMATION TECHNOLOGY (IT)
DIRECTOR
INFORMATION TECHNOLOGY DEPARTMENT
INFORMATION
TFrHKRII OCY
ANALYST
GRAPHIC SERVICES COORDINATOR
GRAPHIC SERVICES
TECHNICAL SERVICES MANAGER
COMMUNICATION SERVICES
SYSTEMS DEVELOPMENT MANAGER
COMPUTER SERVICES
TELE-COMMUNICATIONS
ANAL YST
INFORMATION SYSTEMS
ANAI YST 131
WFRMASTFR
SENIOR COMPUTER
PRO(RAMMFR ANAI YST 19)
GRAPHIC SERVICES
ASSISTANT
GIS ANALYST
SENIOR COMPUTER
PROGRAMMFR
HELP DESK
TFCHNICIAKI
ENTERPRISE BUSINESS OFFICE AUTOMATION
ANA1 YST SPFCIA1 1ST
FISCAL YEAR 2006-2007ALP Page 1 of 1
ATTACHMENT 3
§ 3.05.015 CLASSIFIED SERVICE; APPLICABILITY.
The Civil Service System shall be applicable to all departments, offices, positions and employments
and all persons employed by the City except the following:
A. Elective offices;
B. Members of appointive boards, commissions and committees;
C. Persons engaged under contract to supply expert professional or technical services for a
definite and limited period of time;
D. The Chief Administrative Officer, whether termed as such, or as City Manager, Coordinator,
or by any other term intended to designate the supervisor and superintendent of the overall
administration of the City;
E. Assistant Administrative Officers, Assistants to the Chief Administrative Officer, the
Personnel Director, the Labor Relations Officer, Public Works Director/City Engineer and such staff
assistants to any of said officers as the City Council may authorize.
F. Volunteer personnel, crossing guards, or other employees holding seasonal, limited or
temporary appointments of limited duration, or serving on a part-time basis;
G. Staff assistants to the head of a department or division as may be authorized by the City
Council.
H. Professional and technical employees in the field of information technology, who perform
design, development, documentation, analysis, acquisition, installation, creation, technical support,
testing or modification of computer systems or programs.
http://wvvw.amlegal.com/nxt/gateway.d11/California/culver/title3administrationichapter305 . 8/31/2006MEETING DATE: 09/25/2006
AGENDA ITEM: Approval of the Classification Specification for Help Desk
Technician.
ATTACHMENTS
1. Revised Classification Specification for Help Desk
Technician
2. Information Technology Department Organizational
Chart
Pages
1 — 2|1010|3. Municipal Code §3.05.015 Classified Service; Applicability 4ATTACHMENT 1
Cuitin, CITY
PERSONNEL DEPARTMENT
HELP DESK TECHNICIAN
DEFINITION
The positions assigned to this classification are in the classified service . They perform a variety of
technical and customer service tasks in user problem resolutioni and
recurring network support. The position serves as a key contact for on-site and remote users
with system problems and inquiries in a tHelp 'Desk environment. Installs and supports ME
microcomputer, network, and web hardware and software, trains users, performs routine data
protection and administrative tasks.
SUPERVISION RECEIVED AND EXERCISED
This position , reports to the Technical Services Manager.
ESSENTIAL JOB DUTIES
The following tasks are essential for this position. Incumbents in this classification may not perform all
of these tasks, or may perform similar related tasks not listed here.
1. Provides user support for filiGFCCOM e ute - systems.
This Cato will-be over the telephone! p ! -sk format or may be in
persen. This may will include software, hardware, and communications products.
2. Assists users with railaal microcomputer applications software such as word processors, spreadsheets,
electronic mail, graphics, and specialized functional software for City Departmental use.
3. Installs and configures microcomputer, server, network, and web hardware and software products.
/I. Provides limited training to end users.
5. Creates limited software applications for City departments, typically involving spreadsheets and macros
following City standards and procedures for software development.
6. Adds new users to City systems, 00041ItaiThititalWanel train i ngs them.
7. Arxists IT staff and users with chanrs and enhancements to security.
8. Supports the city's anti-virus efforts by updating software, researching, testing systems,
and training users.
9. Develops and updates documentation, policies, and procedures.
10.Performs Verifies daily backup operations
troubleshooting errors, and managing media in the
site secure storage.
11.Updates and maintains disaster recovery materials. Performs routine restores and kailiajj special
backu s as requested.
13.Provides administrative support to the Technical Services group as directed. Typical tasks
iierai(ati , to being: license and contract filing and tracking; purchase order management; research and
duplication; and software library management; receipt and invoice tracking and management, and Quality
Aassurance.
14.Performs other duties as assigned.
reviewing logs,
and at the off-
December 2000Knowledge of:
• Industry standard
• Exposure to gliGFG
relational databases and a lication eneration tools.
microcomputer, server, network, and web hardware and software products.
computer software development techniques, including use of
Page 2
Help Desk Technician
MARGINAL JOB DUTIES
• Acts as a backup to the Microcomputer Analysts.
• Acti as a backup to the Telecommunications Analys
MINIMUM KNOWLEDGE, SKILL AND ABI
• Help Desk troubleshooting techniques for personal microcomputers, printers, network
connections and related software, hardware, and cabling.
Skill and Ability to:
• Troubleshoot common backup, peariliel microcomputer, server, network, and web software and
hardware problems.
Solve N` Crtl041111Wiligra straightforward backup, eraiS*111 miorecomputer, server, network, and web
software and hardware problems.
• Deal with concurrent customer support situations.
• Perform limited end user training.
• Work in a team environment or independently as needed.
• Use good time management skills.
• Act as a first point of phone contact with Technical Services' Help Desk. Project a positive and
knowledgeable customer service presence.
Possession of a valid California Class C driver's license.
TRAINING AND EXPERIENCE
experience and education 11.1would
quali . A ty ical path
be Associate degree or technical
exposuce-to-basic-micrecomputer, server, network,
and/or web products including word processing, spreadsheet, graphics and relational
databases. Experience in an Operations, Help Desk, or Customer Service phone environment is highly
desirable.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
• Require vision (which may be corrected) to read small print.
• Require the mobility to stand, stoop, reach and bend. Require mobility of arms to reach and dexterity of
hands to grasp and manipulate small objects.
• Require the ability to stand for long periods.
• Require the ability to walk long distances.
• Perform work which involves the frequent lifting, pushing and/or pulling of objects which may approximate
50 pounds and may occasionally weigh up to 100 pounds.
• Is subject to office environmental conditions.
2_ATTACHMENT 2
CITY MANAGER
INFORMATION TECHNOLOGY (IT)
DIRECTOR
INFORMATION TECHNOLOGY DEPARTMENT
INFORMATION
TFrHKRII OCY
ANALYST
GRAPHIC SERVICES COORDINATOR
GRAPHIC SERVICES
TECHNICAL SERVICES MANAGER
COMMUNICATION SERVICES
SYSTEMS DEVELOPMENT MANAGER
COMPUTER SERVICES
TELE-COMMUNICATIONS
ANAL YST
INFORMATION SYSTEMS
ANAI YST 131
WFRMASTFR
SENIOR COMPUTER
PRO(RAMMFR ANAI YST 19)
GRAPHIC SERVICES
ASSISTANT
GIS ANALYST
SENIOR COMPUTER
PROGRAMMFR
HELP DESK
TFCHNICIAKI
ENTERPRISE BUSINESS OFFICE AUTOMATION
ANA1 YST SPFCIA1 1ST
FISCAL YEAR 2006-2007ALP Page 1 of 1
ATTACHMENT 3
§ 3.05.015 CLASSIFIED SERVICE; APPLICABILITY.
The Civil Service System shall be applicable to all departments, offices, positions and employments
and all persons employed by the City except the following:
A. Elective offices;
B. Members of appointive boards, commissions and committees;
C. Persons engaged under contract to supply expert professional or technical services for a
definite and limited period of time;
D. The Chief Administrative Officer, whether termed as such, or as City Manager, Coordinator,
or by any other term intended to designate the supervisor and superintendent of the overall
administration of the City;
E. Assistant Administrative Officers, Assistants to the Chief Administrative Officer, the
Personnel Director, the Labor Relations Officer, Public Works Director/City Engineer and such staff
assistants to any of said officers as the City Council may authorize.
F. Volunteer personnel, crossing guards, or other employees holding seasonal, limited or
temporary appointments of limited duration, or serving on a part-time basis;
G. Staff assistants to the head of a department or division as may be authorized by the City
Council.
H. Professional and technical employees in the field of information technology, who perform
design, development, documentation, analysis, acquisition, installation, creation, technical support,
testing or modification of computer systems or programs.
http://wvvw.amlegal.com/nxt/gateway.d11/California/culver/title3administrationichapter305 . 8/31/2006