Helpdesk Technician/IT Helpdesk Specialist/IT Service Desk Specialist (Tier 3)

Provides tier one technical support for server and computer information systems. Utilizes specific knowledge of computer hardware, software, and general Information services procedures, and business applications. Maintains technical documentation of desktop management. Provides technical advice and resolutions relative to problems involving user interface, browser, hardware, and supporting software. Works remotely to analyze hardware and software to identify issues and triage in accordance with routine procedures.

DISTINGUISHING CHARACTERISTICS

Positions in this classification provide first level information technology support and related tasks, serving in a helpdesk support capacity.

Essential Functions

Acts as first point of contact for agency-wide IT Service Desk issues. Provides responsive and courteous hardware/software troubleshooting, support, and maintenance on desktops, laptops, servers, printers, multifunction copiers, phone systems, mobile devices, and audio/visual conferencing. Drives to various locations in service territory to install, repair and/or troubleshoot agency equipment.

Installs, configures, and maintains software/hardware for Pierce Transit information and business servers.

Ensures agency productivity and security is sustained by maintaining end user computing devices. Ensures software and firmware are patched, deploys devices with relevant security and usage policies, and trains employees in proper use.

Tracks deployed end user devices and installed software. Enforces software-licensing requirements and purchases new software as needed. Ensures spare inventory meets the growing needs of the agency and orders new equipment as needed.

Identifies gaps in procedure and documentation for technical and non-technical users. Creates and maintains procedures and documentation.

Initiates, plans, designs, executes, and monitors small to medium IT projects for Pierce Transit. Provides a supporting role for larger projects to ensure the successful completion of specific project goals.

Maintains confidentiality.

Displays regular and consistent attendance.

Performs related work as required.

Qualifications

Knowledge of:

Various enterprise systems and software applications

Pierce Transit agency computer security principles

Risk management principles

Business English

Standard office procedures

Microsoft Office products

Skill in

Performing a variety of duties, often changing from one task to another of a different nature (multi-tasking)

Customer service

Communications (verbal and written)

Troubleshooting

Organizational/time management skills