Desktop Support Technician

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.