Desktop Support Technician II (RP 0116-22) - Abacus Service Corporation

Sound Transit IT Temporary Staffing Request Form

Job Title: Desktop Support Technician II
Job Category/Level*: A/Level 2
Term of Assignment: 12 months
Date Candidate Resumes due to Sound Transit: ASAP
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.
Minimum Qualifications:
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 services
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.
" Good understanding of ITAM fundamentals
and best practices.
" Knowledge of computer and information
systems, network storage, and networking
connectivity technology.
" Windows 2010 and MAC OS X products;
implementing, operating, and
troubleshooting TCP/IP and Ethernet-based
network architectures.
" Concepts, principles and practices of
network architecture, design, development,
protocols, implementation, and
administration.
" Configuration of workstation hardware,
office networks, software components,
printers, and desktop peripheral operating
systems.
" Service Desk tracking systems, i.e.:
ServiceNow, Remedy.
" Federal, state, and local laws, codes, and
regulations.
" Principles of business letter writing and
basic report preparation.
" Appropriate us of English, spelling,
grammar, and punctuation.
" Modern office procedures, methods, and
equipment including computers and
computer applications such as word
processing, spreadsheets, and statistical
databases.
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.
Physical Demands/Work Environment:
" Work is performed in a standard office environment.
" Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 50
pounds; may occasionally be exposed to extreme weather conditions, dangerous
machinery, physical harm, and hazardous chemicals when working in the field and lifting
and moving a variety of technology equipment in offices and at remote sites.
" 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.