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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 IT support for end-users within a corporate setting. 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.

Job Summary:

Under general supervision, this role involves providing a range of field-level IT support, focusing on resolving software and hardware issues related to desktop computers, peripherals, and networked systems for various offices and remote locations. Responsibilities include offering on-site and remote consulting, coordinating activities with relevant departments, leading special projects, and managing complex troubleshooting cases.

Key Responsibilities:

  • Deliver Desktop Services support in accordance with established policies and procedures for technology hardware and software.
  • Develop and maintain comprehensive documentation for Desktop Services, including knowledge articles and process workflows.
  • Manage and resolve tickets in the Desktop Service queue using Service-Now.
  • Oversee quality assurance activities related to Desktop Field services, ensuring efficient ticket management and coordination of small projects.
  • Conduct troubleshooting for software and hardware issues affecting desktop computers and peripherals, collaborating with operations and maintenance teams to support personnel needs.
  • Assess hardware and software requirements for remote staff and coordinate timely setups with the Service Desk.
  • Provide departmental support as needed, participate in professional meetings, and stay informed on new trends in technology.
  • Support telecommunications needs, including managing VOIP user setups and conference phone installations.
  • Evaluate technology requests, recommending purchases or installations as necessary.
  • Analyze Desktop Services ticket trends and propose corrective actions.
  • Assist in application and hardware implementations to ensure smooth transitions.
  • Facilitate scheduled moves of computer equipment.
  • Encourage sustainability practices in daily operations.

Knowledge Required:

  • Customer service principles and practices.
  • Operations and activities of service desk and desktop support services.
  • Advanced troubleshooting techniques for PC and MAC hardware, software, and peripherals.
  • Understanding of network protocols and configurations related to LAN/WAN.
  • Familiarity with IT asset management fundamentals.
  • Knowledge of computer systems and networking technologies.
  • Proficiency in Windows and MAC operating systems.
  • Network architecture and design principles.
  • Service Desk tracking systems, such as ServiceNow.
  • Relevant federal, state, and local regulations.

Skills Required:

  • Ability to establish effective working relationships with various stakeholders.
  • Skill in interpreting and applying policies and procedures.
  • Expertise in identifying and resolving complex IT issues.
  • Proficiency in Active Directory and enterprise print services.
  • Experience with process improvement frameworks like ITIL.
  • Capability to install and maintain desktop hardware and software.
  • Effective communication skills for user support.
  • Project management skills in fast-paced environments.
  • Knowledge of AV technologies for conference rooms.
  • Research and evaluation skills for new service delivery methods.

Regards,

Infojini Consulting