Technology Services Analyst

Summary

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.
• Provide support between the three King County Correctional Facilities.
• May be required to drive to different county locations to provide workstation support.
• May be required to write technical documentation.
• Other duties as assigned.

Experience, Qualifications, Knowledge, Skills

• At least one year of demonstrated experience providing workstation support, end user support, troubleshooting computer equipment, resolving end user applications and troubleshooting network connectivity issues.
• Demonstrated experience providing support for recent Microsoft Operating Systems and Microsoft Office Suites (E.g. 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.
• Experience with building/imaging computer hardware utilizing SCCM
• Experience 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 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 editing technical documentation.

• Three or more years of demonstrated experience providing workstation support, end user support, troubleshooting computer equipment, resolving end user applications and troubleshooting network connectivity issues.
• Experience working with the Cherwell IT Service Management tool.
• Understanding of ITIL (Information Technology Infrastructure Library) process.
• CompTIA A+ Certification.
• Microsoft Technology Associate Certifications.
• Degree in Computer Science or related field.

Supplemental Information

Onsite Work

The work associated with this position will be performed 100% onsite. Employees in this role will provide support at various King County correctional facilities. Additionally, this position will require work within the secure perimeter of the facilities and will have daily exposure and be in close proximity to inmates and staff/officers that carry weapons.

• Criminal Justice Information Services (CJIS) background check will be required for the successful candidate (CJIS Data and CJIS Unescorted Access).
• 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 crawling in a safe and efficient manner
• Valid WA State driver’s license.

Technology Services Analyst - 738801

Union

This position is represented by PROTEC17-Information Tech

Work Schedule

The normal work week for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is FLSA Exempt and is not eligible for overtime pay.

**This position participates in an After-Hours Support Rotation

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

Are you ready to APPLY!?

The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies.

A completed King County Application detailing your experience and qualifications is required. Applications submitted without all material will not be considered.

Questions

If you have questions regarding this recruitment, please contact Ira Becton, irbecton@kingcounty.gov or 206-492-6919.