Service Desk Technician I

Hourly range is $21.63/hour to $44.23/hour with a midpoint of $27.40/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, provides end user support by ensuring that proper computer hardware and software operations exist to maximize uptime for end users so they can effectively accomplish business tasks; assists users via phone and on-site support to install, upgrade, and maintain desktop and portable computer hardware, software, printers, and peripherals; installs/upgrades and provides support of desktop software; and escalates technical issues and coordinates with information technology staff to resolve problems and provide solutions; and consult with outside vendors and consultants as needed.

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.

• Receives requests through the tracking system, via email or telephone for assistance on desktop and computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff; as appropriate, trains users in resolving problems.
• Participates in the acquisition, installation, upgrade, and maintenance of desktop computers, software, and related systems; installs, moves/relocates, and configures desktop software for new users.
• Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff.
• Utilizes and maintains help desk tracking systems, software, and related systems to ensure efficient help desk and customer service operations; maintains forms, documentation, and logs; and generates reports and identify improvements in customer assistance.
• Escalates technical issues and coordinates with information technology staff to resolve problems and provide solutions; consults with outside vendors and consultants as needed.
• Performs a variety of special projects and assignments in assigned area including the implementation and coordination of assigned program components and information technology projects; assists with the development of policies and procedures; and implements programs and monitors activities.
• Ensures conformance with established information technology policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call support.
• 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; 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: High School Diploma/GED supplemented by Technical School/College coursework in information technology or a related field and two years of information technology experience providing end-user support to internal clients/customers; 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.
• Understanding, interpreting, and applying general and specific administrative and departmental policies and procedures.
• 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.
• Working under steady pressure with frequent interruptions and a high degree of employee contact by phone or in person.
• 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.