Technology Services Analyst

Salary: $40.95 - $51.91 Hourly

Location : Chinook Building 401 5th Avenue Seattle, WA

Job Type: Career Service, Full Time, 40 hrs/week

Job Number: 2024-22175

Department: KCIT - Information Technology

Division: Ops and Infrastructure

Opening Date: 06/26/2024

Closing Date: 7/9/2024 11:59 PM Pacific

FLSA: Non-Exempt

Bargaining Unit: C19 : PROTEC17-Information Tech

Full- or Part-Time: Full Time

Summary

This position is open to Internal King County Information Technology (KCIT) employees and eligible Priority Placement participants ONLY. Only current KCIT employees and eligible Priority Placement participants applications will be considered.

For King County Information Technology (KCIT) that means innovating and iterating on how we deliver high quality services and solutions to our customers.

KCIT's Customer Support Services (CSS) team is seeking to hire a Technology Services Analyst. As a Technology Services Analyst you will be responsible to provide support in fulfilling incident and requests assigned to any of the End User Services teams in CSS. The primary focus will be providing level 1 technical support to restore end-users' normal daily operations in a complex, distributed computing environment within the agreed upon Service Level Agreement or within a reasonable timeframe. You will focus on incident and request tickets assigned via the helpdesk software. (Includes but is not limited to: Help-desk support, User Account Creation and Maintenance, File Share Administration, Break/Fix issues, Lifecycle upgrades, Software / Hardware deployments, etc.)

King County Department of Information Technology (KCIT)
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.

KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit:
Job Duties

• Demonstrated experience with current enterprise client management tools such as imaging tools, storage encryption tools, enterprise antivirus, SCCM, Active Directory, Remote Assistance Tools, Windows Operating systems, Microsoft Office, and Microsoft Teams.
• Troubleshoot, research, and resolve end user standard applications (custom and commercial off-the shelf) issues in workstations with multiple platforms and operating systems at a high technical level.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Resolve end user workstation, printer, software and peripheral problems on a variety of systems.
• May be required to provide onsite support services to customers in solving problems incurred in the installation and/or operation of hardware/software products.
• May be required to provide support by answering helpdesk calls, answering live support chats, responding to web portal tickets.
• Manage multiple types of employee and non-employee accounts by creating, editing and restoring access.
• Manage Cherwell ticket queues to promptly and accurately escalate tickets that cannot be completed.
• Apply and remove permissions to user accounts.
• Enable and disable user accounts for multiple enterprise type accounts.
• Manage the IT related process of On-Boarding and Off-Boarding of employees.
• Perform preliminary troubleshooting of business applications.
• May run Major Incident process.
• Train other staff members on assigned processes and technologies.
• May be required to drive to different county locations to provide workstation support.
• May be required to write technical documentation
• Other duties as assigned.

• Demonstrated knowledge in the following areas typically found in those possessing three or more years of experience: workstation support, end user support, troubleshooting computer equipment, resolving end user applications, troubleshooting network connectivity issues. And providing support for recent Microsoft Operating Systems and Microsoft Office Suites (E.g. Win 10, Win 11, Office 2016, 365)
• Ability to use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware or software
• Ability to address security issues by utilizing appropriate tools
• Experience with Microsoft Teams
• Experience working with an IT service management tool; specific knowledge of Cherwell preferred
• Experience with building/imaging computer hardware utilizing SCCM
• Experienced with application deployment methodologies through SCCM including troubleshooting processes
• Knowledge of local area networks and related systems, hardware / software installation and configuration, systems integration, and VPN network connectivity issues
• Knowledge of level 1 cloud based technologies such as OneDrive, SharePoint, etc
• Strong troubleshooting, analytical and problem-solving skills
• Familiarity with mobile device management tools and best practices
• Ability to establish and maintain exceptional customer relationships
• Skill in collaborating effectively with management, peers, other KCIT service teams and customers
• Skill in building consensus and coming to a resolution among a diverse group of individuals with conflicting viewpoints
• Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and is easily coachable
• Ability to communicate orally or in writing; including the ability to communicate complex technical information to a non-technical audience
• Skill in handling multiple competing priorities
• Skilled in writing and in editing technical documentation
• Basic understanding of Scaled Agile Framework for Enterprises (SAFe) methodologies

• Successful completion of criminal background check and fingerprinting
• Lift and carry up to 50 pounds with reasonable accommodations
• May be responsible for the physical loading, unloading and/or sorting of equipment and boxes of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, placing, as well as physical bending, twisting, kneeling, stooping, or craw.