Information Services Representative

The City of Santa Ana is looking for individuals who are results-oriented, possess great attitude, demonstrate creativity and innovation, work efficiently, show a record of success and have a passion for public service. Having highly talented employees provides the best service to our community.

Under general supervision, performs a combination of customer service, data entry and report generation, and general office support functions.

The incumbent works without close supervision and is expected to exercise independent judgment.

Supports the Information Technology (IT) Department operations. Collects and inputs a variety of data, manages information, and generates reports from various City systems. Serves as a department point of contact for internal and external customer service inquiries. Responds to general departmental questions and inquiries. Assists City staff with computer, network, telephone, software, and IT equipment issues and service needs by responding to or directing inquiries to appropriate technical staff. Coordinates IT repair and support responses. Coordinates service requests with maintenance vendors. Tracks the status of maintenance work orders and service requests. Operates and helps maintain the IT service management system. Researches and retrieves product information from vendor sites and portals. Provides administrative support to the department and assists in scheduling departmental operational meetings. Performs other related duties as required.

Two years of experience in varied office clerical work utilizing a variety of application software packages, including one year of experience assisting users and resolving hardware and software problems, or any equivalent combination of training and experience which provides the desirable knowledge, skills, and abilities.

DESIRABLE KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of: a wide range of information technology concepts and technical terms; City's computerized business systems; modern office practices and procedures; accounting and budgeting.
• Skill in: Microsoft Office at an advanced level.
• Ability to: communicate effectively, both orally and in writing; assist users in identifying and resolving problems; prioritize complex technical trouble calls and service requests; identify and dispatch technical specialties appropriate to solve problems; manipulate electronic devices, computers, and telephones; effectively handle multiple tasks simultaneously, sometimes under strict time constraints; adjust to quickly changing priorities and redirect tasks as needed; continually learn new skills; perform assignments without close supervision; effectively facilitate meetings; exercise tact and poise to deal effectively with a wide variety of people, including other employees, outside vendors, and the public.

PHYSICAL REQUIREMENTS

Ability to lift objects weighing up to 40 lbs.; read printed documentation and computer screens; and recognize, differentiate, and respond to alarm sounds and equipment-generated signals.

All applicants are required to complete and submit a City application form online. Resumes and other documents attached to applications may not be considered in determining qualifications for this position. To apply, click on the "Apply" link located at the top of this page. New users must create an account first. Click on this link for instructions on how to set up your account and apply for the first time:Online Employment Application Guide. Applications will be reviewed by the Human Resources Department. Those applicants possessing the most pertinent qualifications will be invited to continue in the selection process, which will include:

Performance Examination (Tentatively set for Thursday, December 04, 2025): (qualifying) will assess the candidates' proficiency in using Microsoft Word 2016 software. The simulation will focus on tasks that a productive user of the software should know how to perform at various levels (Beginner, Intermediate and Advanced). Simulation tasks may include formatting, file management, printing and editing in Word. Candidates must achieve a minimum passing score in the performance examination in order to continue in the selection process.

Oral Interview Examination (Tentatively set for Tuesday, December 23, 2025 (Weight of 100%) will evaluate the candidates' experience, training, education and abilities in relation to those factors which are essential for successful performance on the job. Candidates need a minimum passing score of 70% in order to be placed on the eligible list.

The City of Santa Ana is an equal opportunity employer. If you consider yourself a person with a disability, you may contact us regarding providing reasonable accommodation.