Desktop Support Technician II

Sound Transit IT Temporary Staffing Request Form

Job Title : Desktop Support Technician II

Job Category / Level

• : A / Level 2

Term of Assignment : 12 months

Date Candidate Resumes due to Sound Transit : ASAP

General Job Summary :

Under general direction, performs a variety of field level information technology support involving

the resolution of software and hardware related problems involving desktop computers,

peripherals, and networked systems for Agency offices and remote sites; provides on-site and

phone consulting, coordination, and troubleshooting for end-users; coordinates assigned activities

with appropriate department, division, and outside agencies; provides lead direction and oversight

on special projects and handles more difficult and complex troubleshooting cases; and provides

additional support to department / division as directed.

Essential Functions :

procedures with the handling of all technology hardware / software.

articles, system documentation, and process workflows.

management, small projects, and activities coordination within IT.

problems involving desktop computers, peripherals and networked systems for office and

remote site locations; works with operations and maintenance staff management and staff

to support ongoing growth of personnel and the required hardware and software

requirements needed to fulfill their positions; move and relocation of workstation

hardware and printer as assigned.

monitors, printers, and other peripherals; and works with the Service Desk to complete

remote site setup in a timely, efficient manner.

committees; attends and participates in professional group meetings; maintains awareness

incorporates new developments as appropriate; ensures processes, policies and practices

are interpreted and applied consistently and effectively; ensures accountability and

compliance with all current and applicable state and federal laws, Agency policies and

procedures, rules and regulations.

Conference phones.

system configurations and recommends purchase and / or installation of equipment and / or

software.

smooth transition and sustainability for the organization.

procedures pertaining to their assigned duties and responsibilities, which could include

systems, operations, and / or other employees.

practices.

Minimum Qualifications :

Education & Experience : High School Diploma / GED supplemented by

Technical School / College with coursework in

information technology or a related field and

three years of information technology

experience in end-user support in an enterprise

environment, that includes troubleshooting,

maintenance, and imaging and installation of

desktop / laptop computer systems and / or

network systems and includes troubleshooting,

effective ticket management through applied

tools and knowledge of ITIL best practices; OR

an equivalent combination of education and

experience.

Required Licenses or Certifications :

Required Knowledge of :

of a service desk and desktop field services

operation.

advanced troubleshooting activities on PC

and MAC hardware, software, printers,

networked and peripheral equipment.

technologies, and VPN configurations

associated with LAN / WAN networks, local

and wide area networking theory and

technologies.

and best practices.

systems, network storage, and networking

connectivity technology.

implementing, operating, and

troubleshooting TCP / IP and Ethernet-based

network architectures.

network architecture, design, development,

protocols, implementation, and

administration.

office networks, software components,

printers, and desktop peripheral operating

systems.

ServiceNow, Remedy.

regulations.

basic report preparation.

grammar, and punctuation.

equipment including computers and

computer applications such as word

processing, spreadsheets, and statistical

databases.

Required Skill in :

working relationships with other

department staff, management, vendors,

outside agencies, community groups and

the general public.

procedures sufficient to administer, discuss,

resolve, and explain them to staff and other

constituencies.

the most difficult computer hardware,

software, network, and peripheral

problems; coordinating solutions with

outside vendors, users, and information

technology staff.

managed print services configuration and

administration

i.e. : ITIL, COBIT, MOF

maintaining desktop computer hardware,

software, and peripherals.

desktop and network systems for Agency

computer users.

effective customer service using clear

communication skills.

fast-paced, difficult environments.

technologies such as WebEx.

and written communication.

service delivery methods and techniques.

departments, Agency officials, and outside

agencies.

Physical Demands / Work Environment :

pounds; may occasionally be exposed to extreme weather conditions, dangerous

machinery, physical harm, and hazardous chemicals when working in the field and lifting

and moving a variety of technology equipment in offices and at remote sites.

safety and equipment training for all personnel as required.

rules, regulations, and procedures pertaining to their assigned duties and responsibilities,

which could include systems, operations, and / or other employees.