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 indicate
the responsibilities performed by the previous incumbent and 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 modified minimum knowledge and experience requirements
encompass what is needed to perform the duties successfully given the inherent
changing environment of IT and service they 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: 10/23/06 Item Number: A-5
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: [X] Attachments: [x]
Public Notification: Master Notification List (10/18/2006) and Culver City Employees
Association (10/18/2006)
Department Approval:
Serena Wright (10/12/2006)
City Manager Approval:
Jerry B. Fulwood (10/18/2006)
City Controller Approval:
Mary V. Noller (10/18/2006)City of Culver City, California
City Council Agenda Item Report
In order to be successful in this position it is necessary for candidates to have
experience in a server/network environment. 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, it will ensure that
candidates have the necessary skill set to be able to perform the essential functions
of the classification.
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:
The fiscal issues associated with this classification are not reflected. This position
was shown to be significantly below the labor market average within the salary
survey that was conducted. A separate report addressing the salary survey will be
forwarded to the City Council.
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: 10/23/2006
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
ea/tit CITY
PERSONNEL DEPARTMENT
HELP DESK TECHNICIAN
DEFINITION
The positions assigned to this classification are in the classified service perform a variety of
technical and customer service tasks in user problem resolutions and
BMW&
recurring network support. The position serves as a key contact for on-site and remote users
with system problems and inquiries in a hl=lelp Vesk environment. Installs and supports ISM
microcomputer, atiyak network, and web hardware and software, trains users, performs routine data
protection and administrative tasks.
SUPERVISION RECEIVED AND EXERCISED
Thic pocition fidailliAlikikigtaiiiksOfipation 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 microcomputer
This Illw41-be over the telephone" lp esk format or may be in
person. This will include software, hardware, and communications products.
2. Assists users with MA 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.
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, and trainings them.
7. Assictc IT staff and ucers with chan es and enhancementc to cccurity.
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 Vcrificc daily backup operations
errors, and managing media in the computer room
storage.
11.Updates and maintains disaster recovery materials. Performs routine
backu s as re uested.
13.Provides administrative support to the Technical Services group as directed. Typical tasks MilaMid
1111/111M 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
lassurance.
14.Performs other duties as assigned.
systems.
reviewing logs, troubleshooting
and at the off-site secure
December 2000
1Page 2
Help Desk Technician
MARGINAL JOB DUTIES
• Acts as a backup to the Microcomputer Analysts.
• Acti as a backup to the Telecommunications Analyst;
MINIMUM KNOWLEDGE, SKILL AND ABILITY
Knowledge of:
• Industry standard
• Expocure to Mlie444
relational databases and a
microcomputer, server, network, and web hardware and software products.
computer software development techniques, including use of
lication eneration tools.
-6111111111111111111=111111111111111111111M
• Help Desk troubleshooting techniques for personal microcomputers, printers, network
connections and related software, hardware, and cabling.
Skill and Ability to:
• Troubleshoot common backup, IAN microcomputer, server, network, and web software and hardware
problems.
• Solve riNiMalikk straightfehivaKi backup, pësl ch4Grecomputer, 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.
LICENSE AND CERTIFICATES
Possession of a valid California Class C driver's license.
TRAINING AND EXPERIENCE
combination i
, . of experience and education would
fc)r-the-pesition ypical Path
Associate degree or technical certification and
expocure to bacic microcomputer, server, network, and/or
web products including word processing, spreadsheet, graphics and relational databas 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.
2INFORMATION SYSTEMS
ANAI YST (3)
TELE-COMMUNICATIONS
ANAI YST
GRAPHIC SERVICES
ASSISTANT
WFRMASTFR
ENTERPRISE BUSINESS
ANAI YST
SENIOR COMPUTER
PROGRAMMFR ANAI YST (2)
SENIOR COMPUTER
PROGRAMMFR
OFFICE AUTOMATION
SPFCIAI 1ST
HELP DESK
TFCHNICIAN
GRAPHIC SERVICES COORDINATOR
GRAPHIC SERVICES
TECHNICAL SERVICES MANAGER
COMMUNICATION SERVICES
SYSTEMS DEVELOPMENT MANAGER
COMPUTER SERVICES
ATTACHMENT 2
INFORMATION TECHNOLOGY DEPARTMENT
INFORMATION TECHNOLOGY (IT)
DIRECTOR
INFORMATION
TFCHNOI OGY
ANALYST|1010|FISCAL YEAR 2006-2007
CAATTACHMENT 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-lime 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, anniysis, acquisition, installation, creation, technical support,
testing or modification of computer systems or programs.|1010|http://www.amlegal. com/nxtlgateway.dlIJC alifomia/culver/titl e3adminisiration/chapter305... 8/31/2006