The City of Gresham has an opening for a collaborative team player as a Senior Technical Support Specialist with our Technology Services team. We are seeking an experienced self-starter with a passion for supporting internal technology users with an outlook towards aligning business objectives with the City’s strategic technology goals. This position is currently working remotely, however, this may change in the near future to include both onsite work at City facilities and remotely to support City staff. As Oregon’s fourth-largest city, Gresham is a welcoming community of hard-working people where tradition and heritage meet innovation and opportunity. Gresham is a dynamic and rapidly growing city where families and businesses have a mutual desire and drive to thrive. City of Gresham employees care deeply about the community they serve, and go ‘one step beyond’ to deliver services in collaborative, inventive, practical, and nimble ways. Our work is challenging, fast- paced and rewarding. We believe that to deliver the highest level of service to all Gresham community members, it is crucial we employ a diverse workforce, foster an inclusive working environment, and ensure our policies and systems result in equitable outcomes. The City seeks candidates who will support these values by continuously incorporating equity in their daily work, and actively contributing to a workplace culture that respects unique viewpoints, life experiences, and cultural perspectives.Come build the future with us.
EXAMPLE OF DUTIES Things you’ll get to do: Work collaboratively to identify technology solutions: This role will be part of a fast-paced environment that works collaboratively with internal customers and IT professionals. The ability to assess and prioritize issues and collaborate with other team members to come up with solutions will contribute to success in this position. Learn, ask questions, document and coach: We are seeking an individual who is dedicated to continuous learning, is interested in finding sustainable solutions, documenting what they learn in our knowledge base and then using that information to coach others. A successful Senior Technical Support Specialist will proactively seek out information on the applications that are used by staff and the City and bring ideas to the team. Provide support for IT projects: One of the primary projects will involve replacing computers for various users throughout the City. Provide end user customer service support: Daily work will involve responding to inquiries by phone, email, and a support ticket system to troubleshoot hardware and software issues presented by system users. The Senior Technical Support Specialist reports directly to the IT Services Manager and IT Director.
Qualities we’re looking for: Adaptability – Someone who can adapt quickly to change, is open to individual approaches, allows room for the unexpected and embraces them as opportunities to learn. Problem Solver – Analyzes situations and applies critical thinking to resolve problems and decide on courses of action. Implements solutions developed to overcome problems and constraints. Curious and continuous learner – Someone who actively pursues and applies new information, skills and training; keeps current on industry trends and best practices; seeks assistance in difficult situations, listens to feedback and applies suggestions. Customer-focused – Someone who is committed to customer satisfaction and has the ability to consistently build long-term relationships with their customers. Process-oriented – Someone who will adhere to current City workflow processes designed for the highest degree of efficiency.
MINIMUM QUALIFICATIONS The ideal candidate will be organized, and able to collaborate as part of a team to achieve department goals and objectives. This position requires professional experience providing technology support that includes laptop, desktop, and mobile device support. This position also requires experience with modern diagnostic tools and techniques to troubleshoot and correct hardware and software issues. A sense of humor and a passion for learning is essential to success. Minimum qualifications: Any combination of education and experience which provides the required knowledge, skills, and abilities is qualifying. Associate’s degree One (1) to four (4) years of related experience (customer service, desktop support, maintaining/installing computers , and trouble-shooting) Ability to work on-site at City Hall, as needed
Preferred Qualifications: Demonstrated remote helpdesk experience, Microsoft 365 experience, including Microsoft Teams
Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.
Provides higher-level technical support to customers via the telephone and/or Internet (e.g., instant message, email). Assesses nature of system or service issues and resolves sophisticated technical support problems through independent judgment and advanced problem solving. Maintains log of system issues and conveys customer feedback to product development staff. Assist field technicians who are troubleshooting problems or deploying products. Develops a sound knowledge of our organization’s products and maintains knowledge of our platform technologies (primarily Microsoft based).
Responsibilities: Interact with customers via phone and email to help troubleshoot and resolve highly complex product problems or issues.
Remotely connect to client environments to diagnose and resolve complex customer questions or problems in the areas of system performance and stability, as well as product installation and functionality.
Track and document inbound support requests and ensure proper notation of customer problems or issues.
Document problems and solutions to train lower-level support on how to properly address customer or product problems.
Report defects and communicate with product development to identify possible problems with design.
Stay abreast of current technology in products, design changes, and new products offered.
Potential travel to client site to help resolve extremely complex or urgent product issues.
Academic and professional qualifications
Degree or Diploma in computer science or IT or relevant work experience.
2+ years of experience with software products in a support, development, or project environment.
Experience in healthcare IT is preferred but not necessary.
Experience with database management systems – such as Microsoft SQL Server preferred.
Experience with Azure is desired.
Some experience coding is an asset.
Occasional travel may be required
Able and willing to work a later shift or to be on on-call