IT Desktop Support Technician II

2 months ago


Seattle, United States Infojini Full time

• Provides Desktop Services support as required for the role and follows policies and procedures with the handling of all technology hardware/software.
• Create and maintains appropriate Desktop Services documentation including knowledge articles, system documentation, and process workflows.
• Resolves tickets Desktop Service ticket queue within Service-Now.
• Performs activities related to Desktop Field services quality, including efficient ticket management, small projects and activities coordination within IT.
• Performs troubleshooting duties involving the resolution of software and hardware related 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.
• Reviews hardware and software requirements for remote staff including computers, monitors, printers, and other peripherals; and works with the Service Desk to complete remote site setup in a timely, efficient manner.
• Provides support to the department 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 field technologies 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.
• Provides telecommunications support including add/change/removal of VOIP User and Conference phones.
• Evaluates technology requests for assistance by studying specifications against current system configurations and recommends purchase and/or installation of equipment and/or software.
• Analyzes Desktop Services ticket queue for trends and recommends corrective actions.
• Provides technical assistance throughout application/hardware implementation to ensure smooth transition and sustainability for the organization.
• User computer equipment moves as scheduled.
• It is the personnel of all employees to integrate sustainability into everyday business practices.
• Customer focused and strong communication skills.
• Other duties as assigned.



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