Desktop Support Technician II (RP 0116-22)

Company:  Abacus Service Corporation
Location: Seattle
Closing Date: 29/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Sound Transit IT Temporary Staffing Request Form

Job Title: Desktop Support Technician II

Job Category/Level*: A/Level 2

Term of Assignment: 12 months

Date Candidate Resumes due to Sound Transit: ASAP

General Job Summary:

Under general direction, performs a variety of field level information technology support involving

the resolution of software and hardware related problems involving desktop computers,

peripherals, and networked systems for Agency offices and remote sites; provides on-site and

phone consulting, coordination, and troubleshooting for end-users; coordinates assigned activities

with appropriate department, division, and outside agencies; provides lead direction and oversight

on special projects and handles more difficult and complex troubleshooting cases; and provides

additional support to department/division as directed.

Essential Functions:

" Provides Desktop Services support as required for the role and follows policies and

procedures with the handling of all technology hardware/software.

" Create and maintains appropriate Desktop Services documentation including knowledge

articles, system documentation, and process workflows.

" Resolves tickets Desktop Service ticket queue within Service-Now.

" Performs activities related to Desktop Field services quality, including efficient ticket

management, small projects, and activities coordination within IT.

" Performs troubleshooting duties involving the resolution of software and hardware related

problems involving desktop computers, peripherals and networked systems for office and

remote site locations; works with operations and maintenance staff management and staff

to support ongoing growth of personnel and the required hardware and software

requirements needed to fulfill their positions; move and relocation of workstation

hardware and printer as assigned.

" Reviews hardware and software requirements for remote staff including computers,

monitors, printers, and other peripherals; and works with the Service Desk to complete

remote site setup in a timely, efficient manner.

" Provides support to the department on matters as directed; serves as staff on a variety of

committees; attends and participates in professional group meetings; maintains awareness

of new trends and developments in field technologies related to area of assignment;

incorporates new developments as appropriate; ensures processes, policies and practices

are interpreted and applied consistently and effectively; ensures accountability and

compliance with all current and applicable state and federal laws, Agency policies and

procedures, rules and regulations.

" Provides telecommunications support including add/change/removal of VOIP User and

Conference phones.

" Evaluates technology requests for assistance by studying specifications against current

system configurations and recommends purchase and/or installation of equipment and/or

software.

" Analyzes Desktop Services ticket queue for trends and recommends corrective actions.

" Provides technical assistance throughout application/hardware implementation to ensure

smooth transition and sustainability for the organization.

" User computer equipment moves as scheduled.

" It is the responsibility of all employees to follow the Agency safety rules, regulations, and

procedures pertaining to their assigned duties and responsibilities, which could include

systems, operations, and/or other employees.

" It is the responsibility of all employees to integrate sustainability into everyday business

practices.

" Customer focused and strong communication skills.

" Other duties as assigned.

Minimum Qualifications:

Education & Experience: High School Diploma/GED supplemented by

Technical School/College with coursework in

information technology or a related field and

three years of information technology

experience in end-user support in an enterprise

environment, that includes troubleshooting,

maintenance, and imaging and installation of

desktop/laptop computer systems and/or

network systems and includes troubleshooting,

effective ticket management through applied

tools and knowledge of ITIL best practices; OR

an equivalent combination of education and

experience.

Required Licenses or Certifications: " CompTIA A+ Certification preferred.

" CompTIA Network+ Certification preferred.

" ITIL V3 Foundations Certification preferred.

Required Knowledge of: " Principles and practices of customer service.

" Advanced operations, services and activities

of a service desk and desktop field services

operation.

" Methods and techniques of performing

advanced troubleshooting activities on PC

and MAC hardware, software, printers,

networked and peripheral equipment.

" Knowledge of network protocols,

technologies, and VPN configurations

associated with LAN/WAN networks, local

and wide area networking theory and

technologies.

" Good understanding of ITAM fundamentals

and best practices.

" Knowledge of computer and information

systems, network storage, and networking

connectivity technology.

" Windows 2010 and MAC OS X products;

implementing, operating, and

troubleshooting TCP/IP and Ethernet-based

network architectures.

" Concepts, principles and practices of

network architecture, design, development,

protocols, implementation, and

administration.

" Configuration of workstation hardware,

office networks, software components,

printers, and desktop peripheral operating

systems.

" Service Desk tracking systems, i.e.:

ServiceNow, Remedy.

" Federal, state, and local laws, codes, and

regulations.

" Principles of business letter writing and

basic report preparation.

" Appropriate us of English, spelling,

grammar, and punctuation.

" Modern office procedures, methods, and

equipment including computers and

computer applications such as word

processing, spreadsheets, and statistical

databases.

Required Skill in: " Establishing and maintaining effective

working relationships with other

department staff, management, vendors,

outside agencies, community groups and

the general public.

" Interpreting and administering policies and

procedures sufficient to administer, discuss,

resolve, and explain them to staff and other

constituencies.

" Identifying, troubleshooting, and resolving

the most difficult computer hardware,

software, network, and peripheral

problems; coordinating solutions with

outside vendors, users, and information

technology staff.

" Active Directory, SCCM and Enterprise

managed print services configuration and

administration

" Use of process improvement frameworks,

i.e.: ITIL, COBIT, MOF

" Installing, configuring, upgrading, and

maintaining desktop computer hardware,

software, and peripherals.

" Demonstrating use and operation of

desktop and network systems for Agency

computer users.

" Responding to user requests and providing

effective customer service using clear

communication skills.

" Managing projects and making decisions in

fast-paced, difficult environments.

" Managing conference room AV

technologies such as WebEx.

" Responding to inquiries and in effective oral

and written communication.

" Researching, analyzing, and evaluating new

service delivery methods and techniques.

" Working cooperatively with other

departments, Agency officials, and outside

agencies.

Physical Demands/Work Environment:

" Work is performed in a standard office environment.

" Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 50

pounds; may occasionally be exposed to extreme weather conditions, dangerous

machinery, physical harm, and hazardous chemicals when working in the field and lifting

and moving a variety of technology equipment in offices and at remote sites.

" Sound Transit promotes a safe and healthy work environment and provides appropriate

safety and equipment training for all personnel as required.

" It is the responsibility of all employees and temporary staff to follow the Agency safety

rules, regulations, and procedures pertaining to their assigned duties and responsibilities,

which could include systems, operations, and/or other employees.
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