End User Compute Install (Hardware) - with Growth Opportunities

The Los Angeles Department of Building and Safety (LADBS) Technology Services Bureau (TSB) has a need for two (2) End User Compute Install (Hardware) contractors to assist Systems staff with day-to-day operations involving technical support such as troubleshooting application and hardware issues; serving as a customer engagement expert through our Help Desk hotline; and, in the deployment of computer equipment to LADBS Staff.

Working with LADBS TSB staff, the Contractor will assist in providing technical support for the Department's hardware and operating systems; augmenting TSB staff during troubleshooting, deployment, and maintenance of computer, network, and communications hardware. The Contractor will assist TSB staff in supporting LADBS and other City staff of all levels, including the professional and technical staff of the Application Services and Customer Engagement Divisions, outside contractors, and the public. Additionally, the Contractor will work with staff to provide resources for testing, monitoring, and supporting applications.
When assigned to assist with the Help Desk hotline, the Contractor will provide responsive, technical support to internal and external customers through various means, including telephone, email, text, and chat communication.

This position is hybrid. Required work may be performed in-person or remotely at any of the Department's field offices throughout the City.

Work Products and Outcomes

Contractor shall meet the following key high-level work products and outcomes:

• Function as a subject matter expert on desktops, laptops, applications, and systems integration.
• Provide customer service via the TSB Systems Help Desk to City staff of all levels and public customers.
• Install and replace basic computer hardware components.
• Maintain inventory of all assets and perform updates to the asset management database.
• Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance in Microsoft Active Directory.
• Responsible for the loading, unpacking, installation, configuration, and maintenance of desktop and laptop hardware, including proprietary office and Internet related applications.
• Work directly with the Technology Infrastructure team to evaluate hardware configuration and assist in their installation and modification.
• Other related tasks identified by LADBS.

Project Goals and Objectives:

• Reduce customer wait times
• Improve turnaround times
• Improve employee skill and satisfaction
• Improve customer satisfaction
• Increase customer advocacy
• Increasing customer loyalty
• Promote self-service and increase efficiency
• Humanize the customer experience

Task List:

• Provide IT support to City staff of all levels and the public in
• day-to-day operations
• Assist with the deployment, installation, and set up of hardware for the Department
• Provide excellent customer service while answering calls and requests from the Help Desk hotline
• Assist with maintaining asset inventory and updating asset management database

Performance Specifications:

The qualified candidate must possess the following skills and experience:

• 4+ years full time working experience with Microsoft Windows 10 and Microsoft Office Suite 2019 suite or above, and Apple iOS
• Strength to perform average lifting of less than 5 pounds and occasionally over 15 pounds; good speaking and hearing ability; good eyesight
• 4+ years experience in the installation and support of hardware components associated with Departmental, distributed, and personal computer systems
• Helpdesk experience (4+ years)
• Good oral and written communication skills
• Knowledge of Active Directory
• Able to create and update technical documentation
• Able to train staff as needed
• Must have a valid California driver's license
• Must have own vehicle to drive to LADBS field offices

Evaluation Criteria:

LADBS will first review the TOS Responses received and select up to 8 of the most qualified candidates to be interviewed based on experience in the following areas:

• 4+ years full time working experience with Microsoft Windows OS, Microsoft Office Suite 2019, and Apple iOS
• Knowledge of Active Directory
• 4+ years experience working at a Helpdesk and answering phones
• Knowledge of identifying, using, and connecting hardware components and devices, including the broad knowledge about different devices that are now necessary to support the remote workforce
• Experience in installation and support of hardware components associated with Departmental, distributed, and personal computer systems (minimum 4 years and recent experience)

Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients. Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.

Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.