IT Support Specialist

IT Support Specialist

Salary

$71,018.06 - $86,322.50 Annually

Location

City of Pasadena, CA

Job Type

Full -Time

Job Number

27-058

Department

Information Technology

Opening Date

10/29/2026

Closing Date

11/12/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

The City of Pasadena is looking for enthusiastic, experienced, and service-minded support technician(s) to join the Department of Information Technologys customer focused Service Center team.

IDEAL CANDIDATE

The current Information Technology Support Specialist vacancy will perform the full range of first and second-tier problem analysis and resolution of Service Center problem calls and work station support duties; assists and trains customers; installs, configures, tests and maintains customer computer hardware, software, wireless devices and telephone equipment; and performs related duties as assigned.

The ideal candidate will bring experience with some or all the following technologies: Microsoft System Center Configuration Manager, Office365, EndPoint Manager, Active Directory User and Computer Management, Azure Active Directory; Microsoft Intune device provisioning, ServiceNow Incident Management, Request Management, Knowledge Management. Additionally, the ideal candidate will have experience using and managing video conferencing platforms such as Microsoft Teams, Zoom, WebEx, GoToMeeting, etc.

The successful candidate will have excellent listening, written and verbal communication skills. He/she will take initiative and responsibility in exceeding customer expectations and in managing their time with competing priorities. The successful candidate will gain exposure to other disciplines such as Network Infrastructure, Enterprise Computing, GIS, Information Security and Application Development which may lead to opportunities for advancement.

Immediate Assignment opportunities:

The selected candidate may be assigned to field work which will require driving to various locations throughout the City limits. Therefore, a valid California Class C drivers license and ability to comply with the Citys Motor Vehicle Safety Policy during the course of employment is required.

Additionally, this position may be assigned to support and maintain Police Department computing equipment, as such a Police Background Investigation will be required as a condition of employment.

MUST APPLY ONLINE

Please note: This recruitment is authorized as Open Competitive and Promotional, and two eligible lists will be established as a result of this recruitment. The promotional list may take precedence.

Essential Functions

JOB RESPONSIBILITIES: The following list presents some of the major responsibilities from this position; see the Class Description for more detailed information: Information Technology Support Specialist

• Install, maintain, and troubleshoot failures with computer equipment, communications systems, operating systems, hardware, software, printers, and mobile devices.
• Serve on the Tier 1 (Service Desk) or Tier 2 (Field Service) team in the Service Center.
• Perform repair and maintenance of hardware and software systems, including on-site and remote customer support.

Qualification Guidelines

COMPETENCIES:

The following list represents the core competencies needed for success in this position.

• Customer Focus - Attending to the needs and expectations of customers.
• Teamwork - Collaborating with others to achieve shared goals.
• Actions & Results Focus - Initiating tasks and focusing on accomplishment.
• Attention to Detail - Focusing on the details of work content, work steps, and final work products.
• Writing - Communicating effectively in writing.
• Professional Impact - Presenting self as a positive representative of the organization.
• Leveraging Technology - Applying technology for improvements in organizational efficiency and effectiveness.

EDUCATION AND EXPERIENCE

Graduation from an accredited two-year college or technical school with coursework in computer technology and at least three years of progressively responsible experience in end-user support; or an equivalent combination of training and experience.

SELECTION PROCESS

The tentative selection process will consist of a training and experience evaluation, a written examination, and a department-level interview.

VACANCIES

There is one vacancy in the Customer Service Section of the Department of Information Technology which may be filled as a result of this selection process.

The resulting eligibility list from this recruitment may be used to fill this vacancy and similar vacancies in the future.

Candidates selected for this position are subject to a one year probationary work period.

Special Requirements

A valid California Class C drivers license and ability to comply with the Citys Motor Vehicle Safety Policy during the course of employment.

This position will require the support and maintenance of Police Department computing equipment and therefore a comprehensive Police Background Investigation will be required as a condition of employment.

Work may be required on evenings, weekends and holidays.

Possession of Microsoft Certified Professional (MCP) certification or equivalent such as CompTIA A+ is required by completion of probation as a condition of continued employment.

FICA Alternative Plan:

The City of Pasadena does not participate in Social Security. In lieu of Social Security, non-represented employees who work less than 20 hours per week or are not already members of the California Public Employees Retirement System (CalPERS) are automatically enrolled in the FICA Alternative plan administered by Public Agency Retirement Services (PARS) upon date of hire. Employees contribute 7.5% of the gross earnings on a pre-tax basis to the plan.

Retirement:

The City of Pasadena contracts with the California Public Employees' Retirement System (CalPERS) to offer a defined benefits program for eligible employees for employees who work at least 20 hours per week.

"New" CalPERS members are subject to the provisions of the Public Employees' Pension Reform Act of 2013 (PEPRA) and will receive the following benefit formulas:

Miscellaneous: 2% at 62

Safety: 2.7% at 57

"Classic" CalPERS members receive the following benefit formulas:

Miscellaneous: 2.5% at 55

Safety: 3 % at 55

Deferred Compensation: *

The City offers a 457(b) deferred compensation plan to help employees save for their retirement and supplement their CalPERS pension. Employees can defer salary with pre-tax or Roth after-tax deductions up to annuals IRS maximum.

Health Insurance:*

The City contracts with CalPERS to offer several comprehensive health plans that include Health Maintenance Organization (HMO) plans and Preferred Provider Organization (PPO).

Other Benefits include:*

• Dental Insurance (HMO and PPO plans offered)
• Paid leave (holidays, sick leave, vacation leave)
• City-paid Life and Short-Tem Disability insurance
• Voluntary vision, life, accident, critical illness and long- term disability insurance
• Medical & Dependent Care Flexible Spending Accounts
• These benefits may vary for employees whose FTE is less than .75 or who work less than 30 hours per week.

01

To further assist us with reviewing your qualifications, please answer the following questions. Please complete all sections of this form truthfully and completely. Your responses will be validated if you are considered one of the most qualified applicants. Please enter your initials to reflect that you have read and understood this statement:

02

Please note: A resume may NOT be submitted in lieu of a completed employment application, and a "see resume" response is not acceptable. You may attach a copy of your resume, but your employment history and other qualifications will only be considered from your application. Check the "yes" box to acknowledge this.

• Yes
• No

03

Select the areas you have experience providing end-use technology training support (check all that apply):

• Telecom (User Admin, Voice Mail, Phone Features, Directory Updates, etc.)
• Windows Management (User Admin, Active Directory, Group Policies and Preferences, Print Server management, File services, Profile Management, etc.)
• Client Operating Systems (Windows 7, 10, etc.)
• MS Exchange (User Admin, Email Groups, Calendar Features, etc.)
• Networking (Knowledge of basic principles of TCP/IP networking, IP assignment, wireless, etc.)
• MS Office 365 (User Admin, support, installation, configuration, etc.)
• System Center Configuration Management (Patch management, operating system deployment, application packaging, application streaming, reporting, etc.)
• Microsoft EndPoint Manager or related Mobile Device Management (Device enrollment and Policy management, etc.)
• Knowledge Management (Knowledge Centered Support Fundamentals, etc.)
• ServiceNow or related Service Desk ticketing system (Assign, create, generate reports, etc.)
• Videoconferencing Platforms (Microsoft Teams, Zoom, WebEx, GoToMeeting, etc.)

04

Describe your experience for each area you selected above in question #3. Your answer should include the number of years you have providing end-user technology for each area selected and the name of the agency (ies) where this work was performed.

05

Describe your experience providing end-user Tier 1 (Service Desk) support. Your answer should include experience responding to request for service by telephone and email, any diagnostics and repairs utilizing remote tools and techniques. Your response should include the name of the agency (ies) where this work was performed.

06

Describe your experience providing end-user Tier 2 (Field Service) support. Your answer should include experience responding to a customer location to address assigned installation and repair work. Your response should include the name of the agency (ies) where this work was performed.

07

What best describes your years of experience in user-end support?

• Less than 3 years
• 3-5 years
• More than 5 years

08

Please indicate your highest level of education:

• High School Graduation or Equivalent
• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorate Degree

Required Question

Employer City of Pasadena

Address 100 N. Garfield Ave., Rm S135

P. O. Box 7115

Pasadena, California, 91109-7215

Phone (626) 744-4366

(626) 744-4366

Website http://www.cityofpasadena.net/humanresources