Technician – IT Support

Overview

Under general supervision, this position provides high quality, customer-focused technical support to the end users of all Community Transit-delivered technologies. This function is the primary customer interface for IT needs across the company.

Essential Duties

1. Service Desk Operations and Support:

• Following IT Service Management methodologies, respond to all issues or requests received at the Information Technology Service Desk. Identify and assess nature of issue/request and provide resolution based on research, existing technical knowledge and documentation.
• Refer incidents and requests that require additional subject matter expertise to the appropriate IT staff person. Ensure that appropriate troubleshooting has been performed and that issue/request documentation has been collected and documented prior to work order hand-off.
• Oversee and manage the lifecycle of all IT Incidents and Service Requests from initiation through incident/request closure. Ensure customer needs are met and appropriate documentation of work performed exists prior to incident/request closure.
• Troubleshoot and resolve workstation, printer, phone and other computer-related support calls for software, hardware or connectivity issues. Diagnose the cause of the problem, take appropriate remedial action, and follow-up to perform any other long-term actions that may be required.
• Build, deploy/install and administer end-point hardware/software solutions for both physical and virtual desktop environments. Ensure standards are adhered to and appropriate software licensing exists prior to deployment.
• Maintain accurate asset inventories for all end user equipment.
• Create and maintain technical documentation including standard operating procedure documentation.
  
• Lead all IT aspects associated with office moves/changes, including the physical move and reconnection of all end user technology. Ensure that all technology is installed in a professional manner with appropriate cable management in place.
  
• Troubleshoot employee access to Community Transit application and network resources. Reset account passwords, troubleshoot and resolve log in issues and recover lost files.
  
• Manage and maintain appropriate stock levels of on-hand technology equipment.

2. System and Device Administration:

• Administer Active Directory and various application accounts, including account creation, configuration and eventual removal. Ensure that all access is properly documented and approved via standard operating procedures Build and manage standard device images for desktop and mobile technologies.
• Create and maintain documentation of build standard.
• Using existing Mobile Device Management console, set up and configure mobile devices as per standard operating procedure. Train end users on device usage.

3. Engagement and Support:

• Facilitate and often lead communications between internal and external customers and vendors to support and resolve technology-related issues.
• As appropriate, escalate requests / incidents and customer concerns to IT Management.
• Create and distribute customer notifications of upcoming IT maintenance windows.

4. Performs other duties of a similar nature or level.

Requirements

MINIMUM QUALIFICATIONS:

• Associate's degree (AS or AA) in technology or equivalent experience.
• Two years minimum experience in an IT support environment, with hands on Service Desk experience.
• Ability to drive a CT company vehicle; must possess a valid WA State Driver’s license at time of hire.

OR an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

PREFERRED:

• Knowledge of transportation industry.
• ITIL certification, or equivalent professional experience with incident and service management best practices.

ENTRY REQUIREMENTS FOR: KNOWLEDGE & SKILLS

Qualification to enter this position requires knowledge of the following:

• Current Windows-based desktop operating systems and office productivity software solutions.
• Modern internet browsers (including Chrome, Firefox, and Edge) and their functional differences.
• Network configuration (including client, hardware interface, and networking protocols).
• Technology equipment and maintenance methodologies and best practices for all end user equipment including desktop computers, laptops, peripherals, network printers/copiers, and mobile devices.
• Modern Service Desk operations practices and techniques.

Qualification to enter this position requires skill in:

IT Service Operations

• End-to-end management of IT Service Requests and Incidents including knowledge tools as applied to Service Desk operations.
• Advanced troubleshooting to resolve desktop, workstation, mobile device, third party utilities and peripheral hardware, software and network connectivity issues.
• Creating and maintaining user accounts and other system access in Active Directory and various Microsoft 365 and SaaS solutions.
• IT Service Management software use and operations.
• Creating and maintaining high quality technical and end user documentation and contributing to agency knowledge base.
• Providing an excellent customer service experience, including ability to troubleshoot and explain complex issues and deliver resolutions to non-technical individuals over the phone, email, or in person.
• End user device deployment and ongoing maintenance including software distribution and security updates/patch installation.
• Adherence to established software licensing practices.

Organizational influence and leadership

• Providing high quality customer service.
• Gaining the support of others through persuasiveness, credibility and expertise. Inspiring others to collaborate voluntarily.
• Communicating effectively within interdisciplinary teams; including sharing accurate and pertinent information in a timely manner.
• Consistently building and maintaining positive working relationships internally and externally, even in times of stress and conflict.
• Participating in, facilitating, and supporting conflict resolution; exchanging feedback in an open, constructive, and professional manner.
• Collaboratively make decisions, establish and meet timelines and deliver results that meet customer needs.
• Improving work processes and efficiency.

Problem-solving and strategic judgment

• Organizing and prioritizing work despite tight deadlines, multiple customers, and competing priorities; monitoring and reporting progress towards goals.
• Exhibiting situational awareness and strategic judgment. Recognizing when sources of information and/or partners should be consulted and when to apply past experiences.
• Using intelligence, logical thinking, common sense, hard work and tenacity to solve difficult and complex challenges.
• Identifying opportunities for creative problem solving while staying within the parameters of good practice.

PHYSICAL REQUIREMENTS

• Ability to lift / carry up to 50lb on occasion
• Ability to use hands/tools for PC related hardware repair and/or replacement
• Climbing ladders or crawling under desks may be necessary for occasional tasks
• Frequent standing, sitting, or walking as tasks demand
• Travel may be required to company facilities around Metro and United States, <10%
• Some after hours and weekend work may be necessary, per project and support schedules.

Medium Work : Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, repetitive motions, carrying.

Application and Selection Process:

• On-line applications only.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position. The evaluation process may include interviews, background checks, reference checks and various performance tests.
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.

Employee Benefits:

Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance. Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency’s deferred compensation plan. In addition to WA Paid Sick Leave, employees in this position, accrue nineteen (19) days of Paid Time Off (152 hours) in their first year and receive nine (9) paid holidays throughout the calendar year. Full list of all benefits and details can be found .

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.