Desktop Support Technician II

About US:
Tryfacta is a leading, nationally renowned Workforce Management Solution provider for private &public sector firms across the US. We specialize in Healthcare, IT, Business Support, and Professional & Craft/Light Industrial ecosystems.

Founded in March 1996, we have a presence in all 50 States. Tryfacta has Ranked number 1 as one of the fastest-growing companies by Inc. Magazine (Inc. 5000)!

Tryfacta is certified by the Joint Commission for Healthcare Staffing Services & has numerous ISO Certifications that capture our commitment to continuous improvement.

Job Summary:
Tryfacta is seeking a Desktop Support Technician II for our client in Location, Zip Code. This is a temporary contract assignment. If you meet the qualifications listed below and are interested, please Apply Now!

Position Title: Desktop Support Technician II
Location: City, State, and Zip Code
Duration: 12 Months

Job Summary

Under general supervision, the Desktop Support Technician II provides advanced field-level technology support for Sound Transit and King County Rail staff at the Operations and Maintenance Facility Central (OMFC). The role involves diagnosing and resolving complex hardware, software, mobile device, and network-related issues across agency offices and maintenance environments.

The technician delivers both onsite and remote support, manages escalated tickets, supports IT asset deployments, and acts as a liaison with King County Rail administrators. This role requires strong customer service skills, the ability to work with non-technical users, and experience supporting enterprise IT environments.

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Key Responsibilities / Essential Functions

End-User Support

• Provide Level 2 desktop and field services support for laptops, desktops, mobile phones (Android & iPhone), printers, peripherals, and networked systems
• Resolve and manage incidents and service requests via ServiceNow
• Perform advanced troubleshooting for hardware, software, and connectivity issues (Windows 11 and macOS)
• Support workstation moves, relocations, and peripheral installations

Asset & Deployment Management

• Coordinate laptop deployment and retrieval in support of IT Asset Management
• Review hardware and software requirements for office-based and remote staff
• Assist with imaging, configuration, installation, and upgrades of IT equipment

Collaboration & Coordination

• Serve as Desktop Services liaison with King County Rail administrators
• Work closely with AV conference room support and desktop services teams
• Attend and support King County Rail New Employee Onboarding sessions (bi-weekly)
• Coordinate activities with internal IT teams, vendors, and external agencies

Telecommunications & AV Support

• Provide support for mobile devices, desk phones, and Teams-enabled conference rooms
• Perform add/change/removal requests for phones and telecom equipment

Documentation & Process Improvement

• Create and maintain desktop services documentation, knowledge articles, and workflows
• Analyze ticket trends and recommend corrective or preventive actions
• Apply ITIL best practices and support quality improvements in desktop services

Compliance & Safety

• Ensure adherence to agency policies, procedures, and applicable state and federal regulations
• Follow all safety rules and integrate sustainability into daily work practices
• Participate in committees, meetings, and ongoing professional development as directed

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Minimum Qualifications

Education & Experience

• High School Diploma or GED required
• Technical School or College coursework in Information Technology or related field preferred
• Minimum 3 years of enterprise-level end-user IT support experience, including:
  • Desktop/laptop troubleshooting and maintenance
  • Imaging and installation
  • Effective ticket management using ITSM tools
  • Application of ITIL best practices
• Equivalent combination of education and experience will be considered

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Required Knowledge

• Principles and practices of customer service
• Desktop services and service desk operations
• Advanced troubleshooting of PC and Mac hardware, software, printers, and peripherals
• LAN/WAN networking concepts, TCP/IP, VPNs
• IT Asset Management (ITAM) fundamentals
• Windows 11 and macOS environments
• Active Directory, SCCM, and enterprise printing solutions
• Service desk systems such as ServiceNow or Remedy
• IT frameworks such as ITIL, COBIT, or MOF

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Required Skills & Abilities

• Strong verbal and written communication skills
• Ability to support non-technical users with patience and clarity
• Proven problem-solving and analytical skills in fast-paced environments
• Ability to manage multiple tasks and small projects simultaneously
• Experience managing Teams and conference room AV technologies
• Strong relationship-building skills with internal users, vendors, and stakeholders

Tryfacta is an Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Salary : $35 - $38