Service Desk Technician I

Sound Transit IT Temporary Contractor Request Form
ssignment: Service Desk Technician I Category/Level*: /1 Term of Assignment: 12 months Date Candidate Resumes due to Sound Transit: 4/4/25 Rate Range: [Minimum to maximum] Equipment Needs ST to provide computer General Summary: Under general direction of the Manager-IT Service Desk, this position ensures proper computer hardware and software operations exist for maximum uptime. Will assist end user via phone, email, chat, walk-up and on-site for installs, upgrades, desktop/laptop hardware, software, printers, peripherals, and phones. Will escalate technical issues and coordinate with IT staff to resolve problems and provide solutions. Will consult with outside vendors and consultants as needed. Essential Functions:

• Receive requests through the tracking system via email, phone, chat, service ticket for assistance on desktop and computer related problems including network, hardware, software, peripheral, phone, and related equipment; determine severity of problems, troubleshoot, resolves or refers to appropriate technical staff, as appropriate, trains users in resolving problems.
• Participate in acquisition, installation, upgrade, and maintenance of desktop computers, software, and related systems, installs, moves/relocates, and configures desktop software for new users.
• Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff.
• Ensures conformance with established information technology policies and procedures.

Other duties as assigned. Special / Additional Qualifications (Over Role/ Category Level) Education & Experience: Tech. School or college in Information Technology or certifications in related field and two years of IT experience providing end-user support. Or combination of education and experience. Required Licenses or Certifications: ITIL 4 Foundation (preferred) Specific Qualifications, Knowledge, and Skills:

• 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 basic computer hardware, software, network, phone, and peripherals.
• Responding to user requests and providing effective customer service using clear communication skills.
• Working under steady pressure with frequent interruptions and a high degree of employee contact by phone or in person.

Physical Demands/Work Environment:

• Work will be performed in a standard office environment and vi remote office. Candidate will be asked to be onsite 2 days a week at 705 5 th ve S, Seattle.
• Could be subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds.

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.