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Tier 2 Web Application Customer Support (1040) - City of Bellevue ( Job # 12-0101)

This job is closed.

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Minimum Salary: $24.83 per hour
Maximum Salary: $34.26 per hour
Employment Type: Part Time
Department: Information Technology
Closes: November 29, 2012 at 5:00 PM
(Open to current employees and the general public.)

Summary

The City of Bellevue Application Development Team is looking for a part time, customer focused, tier 2 technical/customer support person to assist our customers (internal employees, external citizens/businesses, other jurisdictions) with our custom developed web applications.  This is an on-site position, providing support via email and phone. 



Primary Responsibilities

  • Respond to customer assistance inquiries that have been escalated by our tier 1 help desk via email and/or phone.
  • Assist customers with the use of various web applications and troubleshoot any issues they may be having, whether application related, browser/computer specific issues or need of user education.  
  • Track all support interactions in our call tracking/ticketing system.
  • Report any bugs or major usability issues with applications to the development team using our issue tracker.
  • Develop user documentation, FAQs, SOPs, etc. to provide users or fellow support personnel with self-help options.
  • Escalate more severe issues to tier 3 developer support for the application after collecting sufficient troubleshooting data.

Qualifications

  • Demonstrated ability to troubleshoot customer issues with web based applications.
  • Excellent customer service with a strong customer focus in approaching problem solving.
  • Experience with complex web applications, both on the customer side and in supporting application administration functions.
  • Demonstrated ability to develop user guides, documentation, FAQs, etc. to aid in support and/or provide self-service support.
  • Excellent communication skills.

Nice to have:

  • Experience working directly with and reporting bugs to application developers.
  • Experience with web application user/functional testing.

 

Physical Demands

  • The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls and reach with hands and arms.  Vision abilities required by this job include close vision and the ability to adjust focus.
  • The employee may be required to push, pull, lift, and/or carry up to 10 pounds.
  • The noise level in the work environment is usually moderately quiet.

 

Definition of a 1040

There is no specific end date for employees in this status. Therefore, working in this status can be on going for as long as required by business necessity. However, employees in this status cannot work more than 1,040 hours per calendar year, from January 1 to December 31.

  • On-Going Work of the City - Hired to work a maximum of 20 hours or fewer per week on an on-going basis, as long as 1,040 hours within a 12-month period of time are not exceeded.
  • On-Call – Hired to work on a substitute or on-call basis with no guaranteed minimum hours of work, as long as 1,040 hours within a 12-month period of time are not exceeded.
  • Combination Jobs - Can be hired to fill a combination of jobs as long as 20 hours per week or 1,040 hours within a 12-month period of time are not exceeded.
  • Periods of Full Time - Can be assigned to work more than 20 hours per week up to full time on a temporary basis without transforming the assignment to a benefited position, as long 1,040 hours within a 12-month period of time are not exceeded.
  • If the employee exceeds working 1,040 hours within a 12-month period of time in any capacity described above, the employee must be off payroll until January 1 of the new year.
  • Must be hired through the Informal Selection Process.
  • At-will for the duration of the 1040 Part Time status.

How To Apply
Click “Apply Now” to complete the application for this position.  For further information about the job, please contact Doug Dossett via email at ddossett@bellevuewa.gov.  If you need technical assistance with the online application, please contact our IT helpdesk at 425.452.4340.

 

Location

Bellevue City Hall

450 110th Ave NE

Bellevue, WA 98004

 

 


Location
Bellevue City Hall
450 110th Ave NE
Bellevue, WA 98004