Job Title Desktop Support Technician
Location: Seattle, WA
DURATION 12+ months with Possibility of Extension
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
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 service 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
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.
