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IT Support Specialist

2 months ago

Seattle, Washington, United States Infojini Inc Full time

Position Overview:

Title: IT Desktop Support Technician

Location: Seattle, Washington (Onsite)

Contract Duration: 12 months (potential for extension)

Certifications Preferred:

  • CompTIA A+ Certification.
  • CompTIA Network+ Certification.
  • ITIL V3 Foundations Certification.

Qualifications:

Education & Experience: A High School Diploma or GED, supplemented by technical training in information technology or a related discipline, along with three years of experience in providing end-user support within a corporate environment. This includes expertise in troubleshooting, maintenance, and installation of desktop and laptop systems, as well as network systems. Alternatively, an equivalent combination of education and experience is acceptable.

General Responsibilities:

Under general supervision, this role encompasses a range of field-level IT support tasks aimed at resolving software and hardware issues related to desktop computers, peripherals, and networked systems for various offices and remote locations. The technician will provide both on-site and remote consulting, coordination, and troubleshooting for end-users, while also collaborating with relevant departments and external agencies. Additionally, the technician will oversee special projects and manage complex troubleshooting cases, providing further assistance to the department as needed.

Key Responsibilities:

  • Deliver Desktop Services support as per role requirements, adhering to all technology hardware/software policies and procedures.
  • Develop and maintain comprehensive Desktop Services documentation, including knowledge articles and process workflows.
  • Manage and resolve tickets in the Desktop Service queue using Service-Now.
  • Engage in activities related to Desktop Field services quality, ensuring efficient ticket management and coordination of small projects within IT.
  • Conduct troubleshooting to resolve software and hardware issues for desktop computers, peripherals, and networked systems across office and remote locations.
  • Assess hardware and software needs for remote staff, coordinating with the Service Desk for timely setup.
  • Support departmental initiatives as directed, participate in professional meetings, and stay informed on new trends in technology.
  • Provide telecommunications support, including the management of VOIP user and conference phone setups.
  • Evaluate technology requests and recommend purchases or installations of necessary equipment and software.
  • Analyze trends in the Desktop Services ticket queue and suggest corrective measures.
  • Assist in application and hardware implementations to ensure smooth transitions.
  • Facilitate scheduled moves of computer equipment.
  • Promote sustainability in daily business practices.

Knowledge Requirements:

  • Customer service principles and practices.
  • Operations and services of a service desk and desktop support.
  • Advanced troubleshooting techniques for PC and MAC hardware, software, and peripherals.
  • Network protocols and technologies, including VPN configurations.
  • IT Asset Management fundamentals and best practices.
  • Understanding of computer systems, network storage, and connectivity technologies.
  • Windows 2010 and MAC OS X products, including TCP/IP and Ethernet troubleshooting.
  • Network architecture principles and practices.
  • Configuration of hardware, software, and operating systems for desktop peripherals.
  • Service Desk tracking systems such as ServiceNow.
  • Relevant federal, state, and local laws and regulations.
  • Business writing and report preparation skills.
  • Proficiency in modern office procedures and computer applications.

Skills Required:

  • Ability to establish effective working relationships with staff, management, vendors, and the public.
  • Skill in interpreting and applying policies and procedures.
  • Expertise in identifying and resolving complex hardware, software, and network issues.
  • Experience with Active Directory, SCCM, and enterprise-managed print services.
  • Knowledge of process improvement frameworks such as ITIL.
  • Proficient in installing, configuring, and maintaining desktop hardware and software.
  • Ability to communicate effectively and provide excellent customer service.
  • Project management skills in fast-paced environments.
  • Experience with conference room AV technologies.
  • Strong research and analytical skills.
  • Collaborative approach to working with other departments and agencies.

Regards,

Infojini Consulting