Desktop Support Specialist

Position: IT Help DeskLocation: Onsite: 3701 96th St. SW, Lakewood, WA 98499Duration: 01-03+ months contract with strong possibility of extension Shift timing: Monday- Friday: 8:30 AM to 5 PMHelp desk tier 2 and 3 troubleshooting of Windows and Mac systems, 90% Windows. Also, Android and iPhone troubleshooting, Teams, Email/Outlook, etc.Job Description: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.DISTINGUISHING CHARACTERISTICS:Positions in this classification provide first level information technology support and related tasks, serving in a helpdesk support capacity.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 applicationsPierce Transit agency computer security principlesRisk management principlesBusiness EnglishStandard office proceduresMicrosoft Office productsSkill in:Performing a variety of duties, often changing from one task to another of a different nature (multi-tasking)Customer serviceCommunications (verbal and written)TroubleshootingOrganizational/time management skillsAttention to detailComputer and database skillsAbility to:Work with databases and networksBuild and deploy new computer systemsPurchase new and replacement hardwareMaintain inventory of computer equipmentInstall and upgrade softwareCreate and maintain comprehensive project documentationEstablish and maintain effective working relationshipsMeet schedules and deadlines of the workFollow verbal and written instructionsCOMPETENCIES: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 andTwo 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: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.

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