Service Desk Technician II

Hourly range is $21.63/hour to $49.52/hour with a midpoint of $32.21/hour. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

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: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - 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 $5,000 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 supervision, performs a variety of technical and paraprofessional information technology support involving the resolution of software and hardware related problems involving desktop computers, peripherals, and networked systems for Agency offices; provides end-user support consulting and troubleshooting involving desktop computers and peripheral equipment; assists with project coordination, application installation, configuration, upgrading, and support as directed; and provides end-user training on-site or via phone.

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.

• Provides timely and professional technical desk side and phone support to our users; provides technical support of client platform technologies; maintains, analyzes, troubleshoots, and repairs computer systems, wireless devices, software applications, and hardware peripherals; applies solutions for incident and change requests submitted to the Help Desk by internal customers; performs computer and phone installations and relocations; supports and maintains user account information; participates in technology projects through task assignments and quality assurance testing.
• Tests new hardware and software for the Agency; ensures new products don't conflict with any other application we're currently using; and tests for quality assurance after implementation of third party repairs and solutions.
• Performs hardware repairs and maintenance on computer systems, handheld devices, cell phones, wireless cards, phones, printers, and peripherals; rebuilds computer systems as required; reviews hardware warranties and coordinates the replacement of out of warranty computers with new inventory.
• Provides back-up on the Help Desk which provides timely and accurate Help Desk-based support through telephone/email/360, to internal and remote customers which includes troubleshooting desktops, laptops, printers, logins, passwords, peripheral devices, and enterprise software and services; logs all support inquiries in the Help Desk Database (360) and ensures descriptions are clear and accurate; processes change requests including telecom, hardware, software, user accounts, remote access, and purchasing.
• Participates in technology projects, quality assurance testing, and other activities as assigned.
• Provides support to the department/division on matters as directed; serves as staff on a variety of committees; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; 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.
• 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: Associates Degree in Information Technology, Business Management Information Systems, Business Administration, or closely related field and three years of information technology experience providing end-user support; OR an equivalent combination of education and experience.

Required Knowledge and Skills:

• Operations, services, and activities of a computer help desk operation.
• Methods and techniques of performing basic troubleshooting activities on computer hardware, software, printers, networked, and peripheral equipment.
• Workstation hardware, networking, software components, printer, and desktop peripheral operating systems.
• Help desk tracking systems.
• Principles and practices of customer service.
• Project and operational management of an end-user support/helpdesk environment.
• Principles of business letter writing and basic report preparation.
• English usage, spelling, grammar, and punctuation.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the general public.
• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
• Identifying, troubleshooting, and resolving basic computer hardware, software, network, and peripheral problems.
• Installing, configuring, upgrading, and maintaining desktop computer hardware, software, and peripherals.
• Demonstrating use and operation of desktop and network systems for Agency computer users.
• Responding to user requests and providing effective customer service using clear communication skills.
• Communicating technical information to non-technical users.
• Responding to inquiries and in effective oral and written communication.
• Researching, analyzing, and evaluating new service delivery methods and techniques.
• Working cooperatively with other departments, Agency officials, and outside agencies.

Physical Demands / Work Environment:

• Work is performed in a standard office environment.
• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 50 pounds; may occasionally be exposed to physical harm when moving a variety of technology equipment.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.