Technician – IT Support

Overview

Under general supervision, this position provides high quality, customer-focused technical support to the end users of all Community Transit-delivered technologies. This function is the primary customer interface for IT needs across the company.

Essential Duties

1. Service Desk Operations and Support :

• Following IT Service Management methodologies, respond to all issues or requests received at the Information Technology Service Desk. Identify and assess nature of issue / request and provide resolution based on research, existing technical knowledge and documentation.
• Refer incidents and requests that require additional subject matter expertise to the appropriate IT staff person. Ensure that appropriate troubleshooting has been performed and that issue / request documentation has been collected and documented prior to work order hand-off.
• Oversee and manage the lifecycle of all IT Incidents and Service Requests from initiation through incident / request closure. Ensure customer needs are met and appropriate documentation of work performed exists prior to incident / request closure.
• Troubleshoot and resolve workstation, printer, phone and other computer-related support calls for software, hardware or connectivity issues. Diagnose the cause of the problem, take appropriate remedial action, and follow-up to perform any other long-term actions that may be required.
• Build, deploy / install and administer end-point hardware / software solutions for both physical and virtual desktop environments. Ensure standards are adhered to and appropriate software licensing exists prior to deployment.
• Maintain accurate asset inventories for all end user equipment.
• Create and maintain technical documentation including standard operating procedure documentation.
• Lead all IT aspects associated with office moves / changes, including the physical move and reconnection of all end user technology. Ensure that all technology is installed in a professional manner with appropriate cable management in place.
• Troubleshoot employee access to Community Transit application and network resources. Reset account passwords, troubleshoot and resolve log in issues and recover lost files.
• Manage and maintain appropriate stock levels of on-hand technology equipment.

2. System and Device Administration :

3. Engagement and Support :

4. Performs other duties of a similar nature or level.

Requirements

MINIMUM QUALIFICATIONS :

OR an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

PREFERRED :

ENTRY REQUIREMENTS FOR : KNOWLEDGE & SKILLS

Qualification to enter this position requires knowledge of the following :

Qualification to enter this position requires skill in :

IT Service Operations

Organizational influence and leadership

Problem-solving and strategic judgment

PHYSICAL REQUIREMENTS

Medium Work : Exerting up to 50 pounds of force occasionally, and / or up to 20 pounds of force frequently, and / or up to 10 pounds of force constantly to move objects. Climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, repetitive motions, carrying.

Application and Selection Process :

Employee Benefits :

Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance. Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency’s deferred compensation plan. In addition to WA Paid Sick Leave, employees in this position, accrue nineteen (19) days of Paid Time Off (152 hours) in their first year and receive nine (9) paid holidays throughout the calendar year. Full list of all benefits and details can be found .

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.