Applications Support Technician II - City

This position is located in the Technology Systems Division of the Information Technology Department with the City of Oklahoma City and is under the direction of an immediate supervisor. The Applications Support Technician II is a technical support classification responsible for providing technical assistance to project managers, senior support staff and/or end users. An employee in this classification performs work of a technical nature at field and shop locations requiring previously acquired knowledge of specialized electronic and/or digital equipment and technical information systems and various hardware and software environments. Essential job functions include : installing, configuring, maintaining or troubleshooting computer systems and networks; updating software or firmware; implementing and monitoring system security measures in order to maintain system integrity and availability; providing assistance in using standard application software; and assisting project managers and application support staff with troubleshooting and correcting system errors. Other duties and responsibilities include: creating, collecting and maintaining system documentation; installing and configuring hardware components; monitoring system and network performance; assisting with testing and implementation of system enhancements; responding to technical questions or concerns raised by users; performing preventative maintenance tasks; and cleaning or replacing parts and components. The work is performed primarily independently or as a functional lead, under the direction of a supervisor, project manager or more senior team member., * Service First (Customer Centric) (1) Demonstrates commitment to public service; (2) serves and satisfies internal and external customers in a timely and effective manner; (3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; (4) supports the Department/City’s mission; develops and executes strategies with the customer in mind; (5) [Core Value Service First] acts quickly and follows through until the job is complete; (6) [Core Value Service First] serves everyone with genuine respect, diligence and professionalism; (7) [Core Value Service First] makes decisions with the people we serve in mind.

• Respect Always (Leads Through Influence) (1) Persuades others; builds consensus through give and take; (2) gains cooperation from others to obtain information and accomplish goals; (3) works with others towards achieving agreements that may involve exchanging resources or resolving differences; (4) understands the concepts, practices, and techniques used to identify, engage, influence, and monitor relationships with individuals and groups connected to a work effort including those actively involved; (5) leads through influence over the process and its results, and those who have a vested interest in the outcome (positive or negative). (6) [Core Value Respect Always] listens with curiosity and speaks with care; (7) [Core Value Respect Always] embraces different perspectives and lived experiences; (8) [Core Value Respect Always] gives feedback constructively and receives it openly.

• Own the Outcome (Execution and Results) (1) Sets well-defined and realistic goals and high standards of performance for self or self and others; (2) displays a high level of initiative, effort, and commitment toward performing work; (3) completes assignments in a thorough, accurate, and timely manner, and delivers results; (4) works with minimal supervision, is motivated to achieve, and demonstrates responsible behavior; (5) demonstrates understanding of all aspects of the job and application of accrued knowledge in carrying out duties and responsibilities; technical knowledge; skill in the techniques, equipment, procedures, and work required; (6) recognizes opportunities and takes action for improvement to programs, policies, procedures, practices, and processes; (7) understands and is able to apply the principles, methods, and tools of quality improvement; (8) collects, examines, analyzes, and interprets data from a variety of sources; (9) makes data-driven recommendations/decisions and achieves results; (10) effectively achieves results through others to achieve the Department or City’s mission; (11) [Core Value Own the Outcome] takes initiative to fix it or escalates issues; (12) [Core Value Own the Outcome] follows through on commitments; (13) [Core Value Own the Outcome] speaks up when accountability is missing.

• Keep Getting Better (Commitment to Continuous Improvement) (1) Recognizes opportunities for improvement with regard to programs, policies, procedures, practices, and processes; (2) understands and is able to apply the principles, methods, and tools of quality improvement; (3) collects, examines, analyzes, and interprets data from a variety of sources; (4) makes data-driven recommendations/decisions and achieves results; (5) [Core Value Keep Getting Better] takes time to reflect and act on what is working and what is not; (6) [Core Value Keep Getting Better] learns from mistakes without blaming; (7) [Core Value Keep Getting Better] supports self and other’s development and growth.

• Empathetic Leadership (1) Fosters a workplace where employees are engaged; (2) seeks to know and learn about, and respects the values, attitudes, and beliefs of others; (3) welcomes varied ideas, perspectives, and thoughts when carrying out the work of the organization and making decisions; (4) builds trust through transparency, open communication, feedback, consistency, and humility; (5) seeks to build high performing teams through practices that demonstrate a commitment to hiring the most qualified candidates; promotes advancement opportunities for all (e.g., coaching, mentoring, providing personal and professional development opportunities); (6) resolves conflict and maintains effective working relationships with others through open dialogue, collaboration, empathy, active listening, understanding, tact, diplomacy, and professionalism; (7) treats others with fairness and dignity; (8) demonstrates emotional maturity; and (9) recognizes contributions and celebrates accomplishments. Note: This competency is not applicable for employees who are not supervisors.

• Judgment (1) Plans, coordinates, and executes business functions efficiently, effectively, and in a fiscally responsible manner; (2) identifies risks and develops and implements measures to avoid, mitigate, or minimize those risks; (3) makes effective, timely, well-informed, objective, and transparent work-related decisions; (4) exhibits emotional maturity and stability, effectively manages conflict, and remains optimistic and calm during stressful situations; (5) uses resources effectively to achieve results aligned with organizational priorities; (6) applies understanding of financial management/budgeting principles to ensure decisions are fiscally sound and responsible and in accordance with policies, procedures, processes, rules, regulations, and laws; (7) makes business decisions that drive positive, fiscally responsible performance; (8) manages ambiguity, business insight, financial acumen, makes decisions using data and insight that achieves the best outcome for the department and City.

• Talent Development (1) Provides tools, materials, equipment, and resources; (2) provides performance feedback, coaching, mentoring, encouragement, and support; (3) discusses personal and professional goals; (4) provides formal and informal learning and development opportunities that support achievement of personal and professional goals; (5) attracts and develops talent; (6) manages performance throughout the department or City; (7) sets the leadership tone for area of responsibility. Note: This competency is not applicable for employees who are not supervisors.

• Strategic Thinking (1) Thinks conceptually, imaginatively, and systematically; (2) envisions the future; (3) defines the vision, direction, and goals; (4) develops a road map for achievement; (5) anticipates change and plans for it; (6) considers long-term value and consequences; (7) influences others to achieve results; (8) understands where the organization is headed; knows the organization’s mission and functions, and how its social, political, and technological systems work; (9) aligns business strategies to long-term success of the City; (10) sets the vision, direction and compelling course of action; (11) operates effectively within the systems, programs, policies, procedures, codes, ordinances, rules, and regulations of the organization; (12) knows industry and stays ahead of best practices; (13) understands the political environment, management priorities, staff roles and responsibilities, and grasps external factors impacting the organization; (14) identifies when issues need to be escalated to higher authorities and effectively alerts appropriate officials.

• Agility (1) Values collaboration, communication, and feedback and is flexible and open to new ideas; (2) learns rapidly and transforms learning into action; (3) examines processes and practices to perform work most effectively; (4) demonstrates courage and willingness to take calculated risks; (5) assesses readiness; proposes new approaches, methods, and technologies plans, implements, and evaluates change in a transparent, positive, and thoughtful manner; (6) exhibits emotional maturity and stability, effectively manages conflict, and remains optimistic and calm during stressful situations; (7) rapidly adapts to change and leads others through change, while producing tangible results and identifying new opportunities.

WORKING CONDITIONS

• Inside and outside; exposed to heat, cold, humidity, rain, etc.
• Subject to working on and around wet or slippery surfaces.
• Subject to working from ladders, platforms, or other equipment from 4 feet to 25 or more feet above floor or ground level
• Subject to working with electrical power from 110 volts to more than 480 volts.
• Subject to occasional exposure to large amounts of dust.
• Subject to frequent, low-level noise caused by a personal computer, computer terminal, telephone, ten-key, keyboard, etc.
• Occasionally required to work beyond normal scheduled working hours.
• Subject to occasional local travel or out-of-town travel to attend meetings, conferences, seminars, etc.
• Subject to daily, local travel to conduct maintenance and repairs at various work sites.

Note : Typical City employee working hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. However, working hours vary (may require work to begin before 8:00 a.m. and/or end beyond 5:00 p.m., and/or may require work on weekends and holidays), and are subject to change, based on the duties and location of the position and the business needs of the assigned work unit/department.

PHYSICAL REQUIREMENTS

• Near vision enough to read and prepare various types of written and machine-generated communications.
• Speech and hearing enough to communicate effectively in person and by telephone.
• Arm and hand steadiness and finger dexterity enough to operate equipment such as calculators, keyboard, etc.
• Flexibility enough to bend, twist, and reach out from ladders, platforms, etc. to perform maintenance and repair tasks on cameras or other equipment.
• Near vision enough to read blueprints, schematics, wiring diagrams, etc. and to work on small wires and connectors.

Note: The working conditions and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions., Background Investigation, Drug Testing, Physical Examination: Upon a conditional offer of employment/acceptance of position, the City of Oklahoma City will conduct a criminal history background check for external applicants. Applicants will be provided contact information for any third-party reporting agencies used to collect background information in connection with conditional offers of employment.

If the position accepted includes a driver license (commercial or non-commercial) Job Requirement, the City of Oklahoma City will obtain a Motor Vehicle Report for internal and external applicants.

If the position accepted is safety sensitive and/or a driving position, internal and external applicants will be provided a copy of the City of Oklahoma City’s Drug and Alcohol Testing Policy prior to being directed for a drug test. A copy is also available at the link below:

HRB 25-01 Drug and Alcohol Testing Procedure

If the position accepted is cyber security sensitive, internal and external applicants will be subject to a Criminal Justice Information Services (CJIS) Interstate Identification Index (III) Fingerprint Background check. Additionally, employees in this job classification must complete Level 4 Security Awareness Training and pass an online certification test.

If the position accepted includes a lift/push/pull/carry Physical Requirement of 25 pounds and greater, internal and external applicants will be directed for a physical examination.

• Knowledge of basic methods and techniques used in trouble shooting software applications, hardware, and network problems.
• Knowledge of the assigned operating system, standard software applications, hardware, and related peripheral equipment.
• Skill in applying knowledge of computerized information processing system.
• Skill in locating and repairing equipment malfunctions.
• Skill in communicating verbally and in writing using tact and diplomacy.
• Skill in recording information accurately.
• Ability to quickly learn new proprietary applications.
• Ability to communicate effectively with both technical staff and end-users.
• Ability to establish and maintain effective working relationships.
• Ability to work on projects independently and as a member of a team.
• Ability to troubleshoot applications and determine appropriate corrective action.
• Ability to troubleshoot hardware and determine appropriate corrective action.
• Ability to travel.
• Ability and willingness to observe standard safety practices.
• Ability and willingness to maintain current knowledge of technological advances in the field.
• Willingness to assume responsibility for work performed independently or as a lead worker.
• Willingness to maintain confidentiality.
• Willingness to make work-related decisions., * Demonstrated commitment to providing high-quality, service-oriented support to end-users.
• Experience performing baseline troubleshooting of hardware, software, and network-related issues.
• Ability to effectively address a wide range of technical matters, from routine account support to more complex system challenges.
• Strong interpersonal skills, including the ability to communicate with patience, professionalism, and clarity in all customer interactions., * One City, One Team (Teamwork/Team Oriented) (1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; (2) participates willingly and effectively as a team lead or team member; (3) builds consensus; fosters team commitment, spirit, pride, and trust; (4) collaborates with others to accomplish goals and objectives and achieve results; (5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; (6) actively listens, clarifies information as needed; (7) [Core Value One City, One Team] shares information, resources and solutions across departments; (8) [Core Value One City, One Team] asks for help early and offers it often; (9) [Core Value One City, One Team] collaborates across teams before decisions are made.

Pulled from the full job description

• Health insurance
• Opportunities for advancement, Hourly Rate: $29.46 - $45.06

FLSA Status: Non-Exempt

The normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City’s step placement policy., At the City of Oklahoma City, our Total Rewards package is designed to honor your service, fuel your growth, and support every part of your life. We offer:

• Competitive pay
• An average of $22,000 annually contributed toward your benefits and retirement
• A comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and development

Explore all the ways we invest in you: City of Oklahoma City Total Rewards

Oklahoma City is one of the fastest-growing metros in the United States and is the 20th largest city in the nation. For nearly two decades our residents have continually invested in our community to make it a place people can find belonging, visit and call home. Our employees are at the heart of those investments-delivering essential services our residents expect and creating a strong and thriving city for all people. Visit Oklahoma City-A Great Place to Live and Work! to learn more about our city.