IT Support Specialist

Anticipated hiring salary is between $72,720 - $88,080 depending on qualifications.

The Port of Tacoma is looking for an IT Support Specialist to join our dynamic IT Services & Operations team and be the first point of contact for technical support across the Port. You’ll troubleshoot hardware and software issues, configure systems, and ensure smooth operations for our employees. Key Responsibilities include:  

• Providing Tier 1 technical support via phone, email, and in-person.
• Installing, configuring, and troubleshooting PC hardware/software for the Port’s network.
• Supporting mobile device configuration and AV setups for meetings.
• Maintaining service excellence through ITIL/ITSM best practices.

• Provides first point of contact for all staff seeking technical assistance via phone, e-mail, and in-person, escalating when appropriate. Troubleshoots issues, answers questions, and resolves tier 1 technical hardware and software issues. Works within established Service Level Agreements. Primary responsibility is to monitor and respond to Incidents and Requests via the ITSM ticketing system with a greater than 70% resolution or completion rate.
• Installs, configures and troubleshoots all PC-related hardware and software for the Port’s local area network, including imaging of new laptops and desktops, utilizing documented procedures, support knowledge bases and check sheets where provided.
• Promotes IT operational excellence across all IT departments by leading one or more ITIL/ITSM practices, driving best practice continuous improvement and performance metrics with manager guidance.
• Manages a roadmap for one or more IT Services with manager guidance. Assists with generating how to user guides with clear instructions to ensure adequate understanding by users and departmental personnel. Provide or assist in establishing on-site PC-related training for Port employees.
• Responsible for the configuration, deployment and troubleshooting all Port issued cell/smart phones. Responsible for configuring authorized BYOD (bring your own device).  
• Provides AV support for all meetings held at Port Facilities, including all Commission-related meetings. 

An associate’s degree with course emphasis in a computing or business-related field is required.
Professional certificiations desired:

• A certification or Microsoft Windows OS certification desired
• ITIL Foundation certification desired

At least two (2) years of IT Service Desk experience is required. An additional two (2) years of relevant experience may substitute for an associate’s degree.

• Experience supporting Microsoft PC hardware, Windows OS and Microsoft Office suite required.
• Experience utilizing a Service Desk ticketing system required.
• Excellent written and verbal communication skills required.
• Demonstrate problem-solving and troubleshooting skills required.
• Experience supporting conference room AV Equipment preferred.
• The ability to follow computer equipment Asset Management procedures, including maintaining accurate inventory information, performing physical audits, participating in equipment replacement strategies and helping to maintain organized storage of equipment inventory.

Salary : $72,720 - $112,716