Administrative Technician and Specialist

SUMMARY OR GENERAL

PURPOSE:

Under supervision, provides customer service, administrative, clerical, technical, and financial support responsible administrative work related to assisting in the operations and support of Public Works Administration, Streets, Utilities and Fleet. Position requires discretion and diplomatic skill in representing policies and working effectively with City personnel, officials, and the public. This is a multi-level career ladder position.

• Level I (Technician) focuses on executing core customer service, work order processing, routine clerical duties, and program administration with general oversight.

• Level II (Specialist) performs specialized, highly independent administrative and analytical work, manages in-depth division projects through to implementation, and executes core utility billing functions.

Special projects could be assignments from the following divisions:
Streets, Utilities, Water, Waste Water, Storm Water, and Fleet.

Placement or advancement within this career ladder is determined by candidate experience, training, system expertise, and the required independence of action.

The following duties are illustrative only and are not intended to be all inclusive:

• Serves as a primary point of contact for customer inquiries and requests for service via phone, email, and in person.
• Provides exceptional customer service, working effectively with citizens experiencing stressful situations (e.g., water outages, sewer backups, weather emergencies, traffic issues, utility disconnects).
• Handles customer service calls with a focus on resolving issues at the lowest level with the fewest contacts.
• Maintains thorough knowledge of department operations, programs, policies, and procedures to support efficient issue resolution.
• Communicates issues to public works staff clearly, timely, and efficiently.

• Utilizes asset management, database management, and work order tracking systems.
• Inputs work orders based on customer requests and coordinates with appropriate staff or external agencies for resolution.
• Monitors the status of issue resolution and escalates as necessary to meet service standards.
• Tracks, updates, and enters operational data for various public works divisions as requested.

• Performs general administrative and clerical work including data entry, reception, mail distribution, filing, scheduling, printing, copying, and mailing.
• Processes routine and recurring financial transactions, reviewing them for accuracy and compliance with policies and procedures.
• Prepares routine correspondence, reports, presentations, and documentation.
• Partners with the Communications Department to ensure consistent departmental and citywide messaging.
• Maintains departmental records retention efforts.

• May occasionally be required to work irregular hours, weekends, evenings, holidays, and/or in emergency situations.
• Performs related work as required and assigned.

Focus:
Standard operational support, routine program administration, and structured issue resolution.

• Reviews application materials for completeness and accuracy of administrative and financial components.
• Routes project or program materials to technical staff in a timely and efficient manner.
• Researches unfamiliar situations and provides the supervisor with recommended policy interpretations.
• Suggests baseline process improvements and software enhancements.
• May perform duties of Utility Billing Coordinator or Public Works Analyst in their absence.

Focus:
Advanced technical projects, core utility billing operations, regulatory program support, and independent program marketing.

• Researches, analyzes, and prepares complex projects and reports involving financial considerations and cost comparisons; presents findings and structural recommendations to supervisors.
• Performs Core Utility Billing Functions: creation/distribution of bills, inbound billing requests, initiating shutoffs per policy, leveraging leak detection tools, and promoting self-service tools.
• Coordinates specialized systems and administrative workflows: schedules backflow tests/unlocks, updates GIS mapping data, and assists with fuel management software reporting.
• Administers specialized environmental programs: supports the backflow program administration,…