Service Desk Technician I

Location - Seattle, WA, 98104

Duration - 12 months

General Summary:

* Under direction of the Manager-IT Service Desk, this contractor will ensure proper computer hardware and software operations exist for maximum uptime.

* Will assist end user via phone, email, chat, walk-up and on-site for installs, upgrades, desktop/laptop hardware, software, printers, peripherals, and phones.

* Will escalate technical issues and coordinate with IT staff to resolve problems and provide solutions. Will consult with outside vendors and consultants as needed.

Essential Functions:

* Receive requests through the tracking system via email, phone, chat, service ticket for assistance on desktop and computer related problems including network, hardware, software, peripheral, phone, and related equipment; determine severity of problems, troubleshoot, resolves, or refers to appropriate technical staff, as appropriate, trains users in resolving problems.

* Participate in acquisition, installation, upgrade, and maintenance of desktop computers, software, and related systems, installs, moves/relocates, and configures desktop software for new users.

* Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff.

* Ensures conformance with established information technology policies and procedures.

Special / Additional Qualifications (Over Role/ Category Level)

* Education & Experience: Associate’s, two-year technical school certificate, or other certifications in Information Technology or in related field and two years of IT experience providing end-user support. Or combination of education and experience.

* Required Licenses or Certifications: ITIL 4 Foundation (preferred)

Specific Qualifications, Knowledge, and Skills:

* Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public.

* Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.

* Identifying, troubleshooting, and resolving basic computer hardware, software, network, phone, and peripherals.

* Responding to user requests and providing effective customer service using clear communication skills.

* Working under steady pressure with frequent interruptions

Physical Demands/Work Environment:

* Work will be performed in a standard office environment and via a remote office. During the initial training period, the contractor will be primarily onsite. Once training is completed, the contractor will be onsite 1-2 days a week and remote otherwise.