IT Support Specialist

Under general supervision, provide front-line technical support to data and telecommunication network systems users. Support services provided by this position include: IT Service Desk coverage; coordination and referral of support requests that require more experienced staff; hands-on problem-solving and resolution of workstation hardware, software and peripheral problems (Windows); install, configure and maintain end user desktops (physical and virtual), laptops and components. Very strong customer service and communication skills are required.

1. Respond to employees who contact the Information Technology Service Desk for technical support and provide solutions via the phone or in person as appropriate. Identify nature of problems and provide appropriate assistance. Refer problems that require more advanced expertise to the appropriate staff person. Track issues through to resolution and close the loop with customers.
2. Resolve workstation hardware and software problems by diagnosing the cause of the problem and taking appropriate remedial action.
3. Resolve printing problems by diagnosing the cause of the problem and taking remedial action.
4. Perform basic network administration activities to facilitate employee access to network resources, files and printers by resetting network passwords, recovering lost files, and troubleshooting network printing problems as necessary.
5. Create work order for reported issues, requests and incidents. Utilize work order management system and existing documentation to assist in problem determination and resolution. Provide reports to NOC & Service Operations Manager or others requesting information regarding incident statistics.
6. Verify receipt of delivery for new hardware and software, inventory and install new microcomputer hardware, software and peripherals.
7. Verify that software installations are performed only when the product is sufficiently licensed for Community Transit use.
8. Safely perform other duties of a similar nature or level as assigned.

MINIMUM QUALIFICATIONS:

1. One year of specialized technical training in computer science or microcomputer maintenance/repair, networking, or operating systems.
2. One year experience installing, configuring and maintaining microcomputers and peripherals, and assisting others with hardware/software problems in a work setting.

Another combination of the above education and experience requirements may be considered in some cases.

• Working knowledge of Windows network environments, Windows 10, Windows 7, Office 2013/2016. 
• Must possess a valid WA State driver’s license at time of hire.

Preferred Qualification

• Experience working in a virtual desktop environment

ENTRY REQUIREMENTS:

Requires knowledge:

1. Windows 7 and newer interface, including desktop, file management, network configuration (including client, hardware interface, and networking protocols), and printing techniques.
2. Microsoft Office suite including, creating documents and spreadsheets with Microsoft Office 2013 and above.
3. How to install and replace modular microcomputer hardware components, such as hard drives, RAM, and removable media devices.
4. Desktop shortcuts, and to save, copy, move and organize files in Windows 7 and newer operating systems.

Required skills:

1. Communication and interpersonal relations as applied to interactions with coworkers, supervisor, internal and external customers, sufficient to exchange or convey information and to receive work direction.
2. Configure hardware and software, including network interface cards into Windows 7 and newer workstations.
3. Create clear and concise technical documentation.
4. Drive a Community Transit company vehicle; must possess a valid WA State Driver’s license at time of hire.

Physical Requirements

Balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing/listening, seeing/observing, repetitive motions, carrying.

Medium Work: Exerting up to 40 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Application and Selection Process:

On-line applications only.

Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background checks, reference checks and various performance tests.    Applicants for this job may be considered for other openings up to six months after the date this position is filled.

First consideration date April 23

Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is an Equal Opportunity employer and does not unlawfully discriminate on any basis prohibited by Federal, State or Local law.  We value and encourage diversity in our workforce.  EOE AA M/F/Vet/Disability.  Qualified applicants national origin, sex protected veteran status or disability.