Senior Desktop Support Analyst - Term Limited

Job Details Description Hourly range is $55k to $k, with a midpoint of $85k. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

This is a term-limited position expected to last 4 years 10 months.Sound Transit also offers a competitive benefits package with a wide range of offerings, including : Health Benefits : We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage;

comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.Long-Term Disability and Life Insurance.

Employee Assistance Program.Retirement Plans : a 10% of employee contribution with a 12% match by Sound Transit; b up to IRS maximum (employee only contribution).

Paid Time Off : Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service.

Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.

Parental Leave : 12 weeks of parental leave for new parents.Pet Insurance.ORCA Card : All full-time employees will receive an ORCA card at no cost.

Tuition Reimbursement : Sound Transit will pay up to $5, annually for approved tuition expenses.Compensation Practices : We offer competitive salaries based on market rates and internal equity.

In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

• GENERAL PURPOSE : Under general direction, plans, develops, and implements the Agency’s local and wide server networks in area of assignment;
• installs, configures, maintains, and administers Agency servers to ensure the availability of a variety of network services;
• coordinates assigned activities with other divisions, departments, and outside agencies; troubleshoots and resolves server related errors, issues, and warning messages as needed;

and performs technical support duties to assigned area of responsibility ensuring quality of work meets the standards set forth by the Agency.

ESSENTIAL FUNCTIONS : The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Performs activities related to Desktop Field services quality, including efficient ticket management, small projects, and activities coordination within IT.

Provide moderately complex end user technical support including analysis and troubleshooting of technical issues.Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.

Documents, maintains, upgrades or replaces hardware and software systems.Act as Tier 2 escalation for software and applications issues from Service Desk.

Create and maintain documentation used by Support team for troubleshooting.Deployments of new computer related hardware or moves, and existing computer operating system upgrades.

Physically installs / placement of equipment, cabling, data transfer, imaging, basic to complex configurations, profile transfer, validation and testing of installations, and preparation of old devices for disposal or re-deployment in multiple job locations.

Document, in detail, all issues / service requests from customers (external and internal), including the course of action taken to investigate the problem and the final problem resolution.

Supports Agency conference room technologies for all office locations.Monitor Service Desk for tickets and respond to technical support requests by using various tools and processes to troubleshoot and isolate issues.

Enter and / or update new / existing tickets and keep users informed of status.Provides telecommunications support including add / change / removal of VOIP User and Conference phones.

Available to handle local hardware issues and incidents escalated from other groups.Participate in testing and evaluating new software and hardware.

Analyzes Desktop Services ticket queue for trends and recommends corrective actions.Asses and escalate issues as necessary.

Provides technical assistance throughout application / hardware implementation to ensure smooth transition and sustainability for the organization.

Follows ITAM policies and procedures with the handling of all technology hardware / software.Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.

Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.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.Other duties as assigned.

MINIMUM QUALIFICATIONS : Education and Experience : Bachelor’s degree in Information Technology or a related field and four years of information technology in end-user support in an enterprise environment experience that includes troubleshooting, maintenance, and imaging and installation of desktop / laptop computer systems and / or network systems;

OR an equivalent combination of education and experience.Required Licenses or Certifications : Valid state driver's license.

Position is responsible for transporting equipment and providing IT support for all remote sites. Preferred Licenses or Certifications : CompTIA A+ ITIL Foundations 3.

0 or HigherDell Certification Mac / JAMF Required Knowledge and Skills : 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.

Knowledge of computer and information systems, network storage, and networking connectivity technology. Windows 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, for example : 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.

Preferred Knowledge and Skills : Customer service procedures and techniques to effectively manage customer interactions.

Computer and information systems, network storage, and networking connectivity technology.Active Directory Users and Computer, SCCM and Enterprise managed print services configuration and administration.

Customer focused and strong communication skills.Familiarity and comfortable with current software technology and tools, including Microsoft Office and Teams.

Detail oriented with the ability to follow procedures.Conference Room AV technologies such as WebEx. Researching, analyzing, and evaluating new service delivery methods and techniques.

Good understanding of ITAM fundamentals and best practices.Principles and practices of customer service. Physical Demands / Work Environment : Work is performed in a standard hybrid office and field environment.

Position is responsible for setting up IT hardware and cables in cubicles; may be subject to bending, kneeling, standing, talking, seeing, walking, carrying objects over 50 pounds, and lifting objects up to 25 pounds.

Positions working in field may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, hazardous chemicals, and / or extreme noise.

The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.