Desktop Support Specialist
hace 1 día
Lakewood
Job Description Below is the job description for the position: Position Title: DESKTOP SUPPORT SPECIALIST Duration: 2+ months full time contract (possible extension) - HYBRID ROLE Location: 3701 96th St SW, Lakewood, Washington, 98499 - Job Description: CLASSIFICATION SUMMARY Provides tier one technical support for server and computer information systems. Utilizes specific knowledge of computer hardware, software, and general Information services procedures, and business applications. Maintains technical documentation of desktop management. Provides technical advice and resolutions relative to problems involving user interface, browser, hardware, and supporting software. Works remotely to analyze hardware and software to identify issues and triage in accordance with routine procedures. DISTINGUISHING CHARACTERISTICS Positions in this classification provide first level information technology support and related tasks, serving in a helpdesk support capacity. ESSENTIAL FUNCTIONS • Acts as the first point of contact for agency-wide IT Service Desk issues. Provides responsive and courteous hardware/software troubleshooting, support, and maintenance on desktops, laptops, servers, printers, multifunction copiers, phone systems, mobile devices, and audio/visual conferencing., • Installs, configures, and maintains software/hardware for Pierce Transit information and business servers., • Ensures agency productivity and security is sustained by maintaining end user computing devices. Ensures software and firmware are patched, deploys devices with relevant security and usage policies, and trains employees in proper use., • Tracks deployed end user devices and installed software. Enforces software-licensing requirements and purchases new software as needed. Ensures spare inventory meets the growing needs of the agency and orders new equipment as needed., • Identifies gaps in procedure and documentation for technical and non-technical users. Creates and maintains procedures and documentation., • Initiates, plans, designs, executes, and monitors small to medium IT projects for Pierce Transit. Provides a supporting role for larger projects to ensure the successful completion of specific project goals., • Maintains confidentiality., • Displays regular and consistent attendance. Knowledge of: • Various enterprise systems and software applications, • Pierce Transit agency computer security principles, • Risk management principles, • Business English, • Standard office procedures, • Performing a variety of duties, often changing from one task to another of a different nature (multi-tasking), • Customer service, • Communications (verbal and written), • Troubleshooting, • Organizational/time management skills, • Attention to detail, • Work with databases and networks, • Build and deploy new computer systems, • Purchase new and replacement hardware, • Maintain inventory of computer equipment, • Install and upgrade software, • Create and maintain comprehensive project documentation, • Establish and maintain effective working relationships, • Meet schedules and deadlines of the work, • Regularly meets expectations for work schedule, accomplishing assignments, and serving as a source of supply and support for the department, customers, and/or the organization., • Demonstrates responsibility for, and handles accurately, the details associated with one’s work., • Analyzing and diagnosing problems to resolve them or minimize their negative consequences. Isolating, defining and seeking solutions to problem areas. Analyzing problems or procedures, evaluate alternatives, and select best course of action. Adapting traditional approaches or devising new approaches, concepts, methods, designs, processes, technologies and systems., • Speaks, writes, and listens effectively in a variety of circumstances, sharing information and ideas with others., • The demonstration of specialized knowledge required to perform the job. Taking initiative in learning and implementing new concepts, technologies, and/or methods., • Associate Degree in Information Technology or a related field and, • Two years of experience providing information technology support to end users., • This position works in an office environment relatively free from unpleasant environmental conditions or hazards., • Employees in this classification serve on rotating 24-hour on-call., • Occasional travel between agency buildings/sites, or to pick up materials from vendors may be required.