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Desktop Support Specialist

1 month ago

Seattle, United States Infojini Inc Full time

Swing Shift: 2pm – 12am Sunday through Wednesday (4x10hour)



Job Description:


General Summary:

Under general direction the IT Operations Center (ITOC) Analyst will oversee complex network components and

will be responsible for network monitoring and management in a 24x7 environment. From a centralized location

the ITOC Analyst will monitor for issues pertaining to usage of bandwidth, utilization of the server, uptime, and

other crucial elements. If systems experience an outage the ITOC Analyst will resolve issue by isolating programs

and collaborating with engineers and team members to find quick and appropriate fixes.


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.

• Will work in a 24x7 operations environment, monitoring day to day issues related to computers, networks,

applications, critical infrastructure, and Info-security.

• Performs triage and escalates to support teams.

• Perform triage and escalate issues to support teams.

• Provide information to support teams as needed to resolve issues.

• Document issues in ServiceNow ticketing systems and follow up on unresolved issues.

• Identifies and resolves desktop/laptop/printer problems, such as device connectivity, hardware/software

performance issues, etc. to ensure high reliability and optimal performance.

• Remotely access customers PC’s and troubleshoot issues.

• Perform routine maintenance tasks, patching and upgrades.

• Configure monitoring tools to provide performance metrics.

• Facilitates and manages conference calls and bridges during critical events and outages.

• Resolve technical issues related to computer hardware, software, network devices, and network

connectivity. This includes, but is not limited to, MS Windows Desktop, laptops, scanners, printers, servers,

MS Office products, Active Directory etc.

• Develop strong relationships within IT and business customers; works collaboratively across departments.

• Champions and models Client 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 Client Equity &

Inclusion Policy.

• It is the responsibility of all personnel to integrate sustainability into everyday business practices.

• Other duties as assigned.


Specific Qualifications, Knowledge, and Skills:

• ITIL or service management principles and guidelines.

• Service Now or other IT Service Management software.

• Tier 1, Tier 2, and Tier 3 process and workflow management.

• Office 2016, Windows OS, Mac OS, Android/Apple mobile devices; support for

specialized software such as CAD.

• Windows, Unix/Linux server, VM experience.

• Cisco, Juniper, Microsoft certifications preferred.

• Previous knowledge pertaining to SolarWinds preferred.

• Network and IT Infrastructure monitoring experience.

• Troubleshooting in a complex IT environment.

• Leading process improvement efforts, implementing process changes and

improving productivity through process improvement; ability to promote and

implement continuous process improvement within and across teams.

• General hardware, software, and client technologies.

• Customer service principles and practices.

• Managing multiple, competing priorities.

• Communicating effectively across a wide variety of technical and business

personnel.

• Effective oral and written communication.

• Pertinent federal, state, and local laws, codes, and regulations.