Resolution - 2013-64RESOLUTION NO.2013-64
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF WEST
COVINA, CALIFORNIA, APPROVING THE SALARY RANGE FOR THE
CLASSIFICATION OF USER SUPPORT SPECIALIST WITHIN THE
WEST COVINA CONFIDENTIAL EMPLOYEES' ASSOCIATION
WHEREAS, the City of West Covina establishes salary ranges deemed appropriate as a
means to promote from within and to prevent compaction among like classifications.
WHEREAS, the City of West Covina establishes salary ranges deemed appropriate to
remain competitive in the labor market, and
WHEREAS, a salary survey in the City of West Covina's labor market of comparable
positions working in the closest similar capacity was conducted.
NOW, THEREFORE, IT IS HEREBY RESOLVED BY THE CITY COUNCIL OF THE
-CITY OF WEST COVINA AS FOLLOWS:
SECTION 1. That the salary range for User Support Specialist of $4,358 - $5,883 per
month is hereby adopted.
SECTION 2. That this resolution shall become effective immediately upon passage and
adoption.
SECTION 3. The City Clerk shall certify to the adoption of this Resolution.
APPROVED AND ADOPTED on this I't day of October 2013.
ATTEST:
4
1 �
ity Clerk Laurie'Carrico
I, LAURIE CARRICO, CITY CLERK of the City of West Covina, California, do hereby certify
that the foregoing resolution was duly adopted by the City Council of the City of West Covina,
California, at a regular meeting held thereof on the I day of October 2013 by the following vote
of the City Council:
AYES: Herfert, McIntyre, Sotelo, Sykes, Sanderson
NOES: None
ABSENT: None
ABSTAIN: None
ity Clerk L urie Carrico
APPROVED AS TO FORM:
(t CityVAttoiney Arnold Alvarez-Glasman
City of West Covina
User Support Specialist
Job Summary.
Classification Specification
December 2002
Assist computer users with hardware, software, and network problems or. questions. Assistance is
usually provided over the phone; but can involve field troubleshooting, training assistance, or
other support. Depending on the assignment, this class provides support for: mainframe
applications, systems software, local area network (LAN) connections, computer hardware (such
as network servers, printers, terminals, and modems), and commercial software packages (such
as word processing, spreadsheets, electronic mail, and calendaring applications). Incumbents use
a variety of online monitoring and diagnostic software tools, reference manuals, vendors, and on-
the-job experience to solve problems and provide "how-to" instructions. Work is performed
under the supervision of.a Software Development Manager, Senior Software Developer or other
supervisor.
Essential Functions
.1. Responds to requests from computer users regarding hardware, software, or network
connection problems or questions.
2. Prioritizes requests or problems according to established criteria and enters relevant data
into a computerized user -request tracking system. .
3. Resolves problems or provides "how-to" instructions using a variety of online monitoring
and diagnostic software tools, reference, manuals, vendors, and on-the-job experience.
4. Refers the more difficult problems or non -routine requests to other technical support staff
or supervisors.
5. Places service calls with vendors and coordinates service for the user.
6. Advises users of the on -going status of their request, and places follow-up calls to ensure
that satisfactory service was provided.
7. Assists computer training functions, such as providing feedback to instructors on
common problems/questions, preparing training materials, or scheduling users for classes.
8. Reviews records to check hardware/software inventory, update service calls, and verify or
modify user identification records..
9. Updates and revises reference -materials and work procedures.
10. Learns the functions and operation of new products,, systems, or equipment by attending
training or through tutorials or self -instruction.
11. Produces basic statistical or work -activity reports by generating computer queries or
gathering and assembling data.
12. Demonstrates continuous effort to improve operations, decrease turnaround times,
streamline work processes, and work cooperatively and jointly to provide quality
seamless customer service.
Oualifications
Required'Knowledge:
• Computer operating systems, equipment, peripherals, and application packages.
• Microcomputer, minicomputer, and network troubleshooting techniques.
• Diagnostic tools and online monitoring software.
• Principles and methods of computer training and documentation..
Ability to:
• Communicate by phone or in person in a one-to-one or group setting regarding technical
or non -technical subjects.
• Comprehend and make inferences from written material.
• Observe, compare, or monitor data to diagnose problems.
• Input data or information into a computer terminal, PC or other keyboard device.
• Work cooperatively with users, coworkers, vendors, and other City employees.
• Watches and reads from a computer screen for extended periods of time.
• Learnjob-related material through verbal instruction, observation, and reading.
Maintain accurate records and logs.
• Diagnose technical problems and recommend solutions.
• Work independently within established procedures and policies.
• Work safely without presenting a direct threat to self or others.
Experience and Training Guidelines
Any combination of training and/or experience that would provide the knowledge, skills and
abilities necessary to perform the duties of the position. A typical way to obtain the knowledge
and abilities would be:
Education:
Two years of experience in computer operations, production control, or providing technical
computer support for users.
Experience:
Other combinations of education and experience that meet the minimum requirements may be
substituted.
Physical Requirements
This position requires extensive and repetitive physical activity involving the arms, wrists, and
hands, including writing and using a keyboard and ability to remain in a sitting position for
extended periods of time. It also requires physical abilities associated with the ability to read,
write and communicate in a work environment requiring no extraordinary physical strength or
other special physical qualifications.
Other / Special Requirements
• . Some positions will require the performance of other essential and marginal functions
depending upon work.location, assignment or shift.
• Appointments to positions in the Police Department are subject to meeting appropriate
polygraph and background standards.
The City of West Covina is an Equal Opportunity Employer. In compliance with the Americans
with Disabilities Act, the City will provide reasonable accommodation to qualified individuals
with disabilities and encourages both prospective and current employees to discuss potential
accommodations with the employer.
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