Essential Functions:
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may
not be required to perform all duties listed and may be required to perform additional, position-specific duties.
• Will work in a 24x7 operations environment, monitoring day to day issues related to computers, networks,
applications, critical infrastructure, and Info-security.
• Performs triage and escalates to support teams.
• Perform triage and escalate issues to support teams.
• Provide information to support teams as needed to resolve issues.
• Document issues in ServiceNow ticketing systems and follow up on unresolved issues.
• Identifies and resolves desktop/laptop/printer problems, such as device connectivity, hardware/software
performance issues, etc. to ensure high reliability and optimal performance.
• Remotely access customers PC’s and troubleshoot issues.
• Perform routine maintenance tasks, patching and upgrades.
• Configure monitoring tools to provide performance metrics.
• Facilitates and manages conference calls and bridges during critical events and outages.
• Resolve technical issues related to computer hardware, software, network devices, and network connectivity.
This includes, but is not limited to, MS Windows Desktop, laptops, scanners, printers, servers, MS Office
products, Active Directory etc.
• Develop strong relationships within IT and business customers; works collaboratively across departments.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday
interactions across the agency.
• Contributes to a culture of diversity, equity, and inclusion in alignment with Sound Transit’s Equity & Inclusion
Policy.
• It is the responsibility of all employees and contractors to follow the Agency safety rules, regulations, and
procedures pertaining to their assigned duties and responsibilities, which could include systems, operations,
and/or other personnel.
• It is the responsibility of all employees and contractors to integrate sustainability into everyday business
practices.
• Other duties as assigned.
Specific Qualifications, Knowledge, and Skills:
• ITIL or service management principles and guidelines.
• Service Now or other IT Service Management software.
• Tier 1, Tier 2, and Tier 3 process and workflow management.
• Office 2016, Windows OS, Mac OS, Android/Apple mobile devices; support for
specialized software such as CAD.
• Windows, Unix/Linux server, VM experience.
• Cisco, Juniper, Microsoft certifications preferred.
• Previous knowledge pertaining to SolarWinds preferred.
• Network and IT Infrastructure monitoring experience.
• Troubleshooting in a complex IT environment.
• Leading process improvement efforts, implementing process changes and improving
productivity through process improvement; ability to promote and implement
continuous process improvement within and across teams.
• General hardware, software, and client technologies.
• Customer service principles and practices.
• Managing multiple, competing priorities.
• Communicating effectively across a wide variety of technical and business personnel.
• Effective oral and written communication.
• Pertinent federal, state, and local laws, codes, and regulations.
