Information Technology Specialist

Mostly help desk tier 2 and 3 troubleshooting of Windows and Mac systems, 90% Windows. Also, Android and iPhone troubleshooting, Teams, Email/Outlook, etc.

Work schedule: 8:30 AM to 5 PM, Monday through Friday, on-site. (no remote work).

Skills/Experience needed/desired:

Tier 3 help desk technician.

Duration: 1 – 3 months (with possibility of extension)

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.

Essential Functions

• Acts as 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. Drives to various locations in service territory to install, repair and/or troubleshoot agency equipment.
• 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.
• Performs related work as required.

Qualifications Knowledge of:

Various enterprise systems and software applications

Pierce Transit agency computer security principles

Risk management principles

Business English

Standard office procedures

Microsoft Office products

Skill in

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

Computer and database skills

Ability to:

• 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
• Follow verbal and written instructions

COMPETENCIES

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.

Operates personal computer; accesses desired applications and utilizes needed programs, tools, and utilities.

MINIMUM QUALIFICATIONS

• Associate Degree in Information Technology or a related field and
• Two years of experience providing information technology support to end users.
• Experience may be substituted for education on a year for year basis.

DESIRED QUALIFICATIONS

Public sector experience desired.

LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS

• Individuals must pass a background check. Positions assigned to Public Safety require additional background checks, including fingerprinting and/or a polygraph test.
• Must possess and maintain a valid Washington State driver license with acceptable driving record throughout employment.
• Physical Requirements
• The position involves light physical demands, such as exerting up to 40 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. May occasionally need to move boxes/equipment from 5 to 40 pounds.
• Working Conditions
• 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.