Information Technology Specialist (Help Desk)

Information Technology Specialist

Pierce Transit is an independent municipal organization, dedicated to fulfilling the mission of improving people's quality of life by providing safe, reliable, innovative, and useful transportation services that are locally based and regionally connected. We're on the lookout for a dynamic and talented IT professional to join our team as an Information Technology Specialist! If you're passionate about Information Technology and ready to take on exciting challenges, this is the perfect opportunity for you. In this role, you'll be the go-to expert for providing top-notch tier one technical support for servers and computer systems, using your in-depth knowledge of hardware, software, business applications, and IT procedures.

We're looking for someone who loves solving problems – whether it's troubleshooting user interfaces, browser issues, hardware malfunctions, or supporting software – you'll be the one to make it all run smoothly. You'll also be responsible for keeping technical documentation up to date for desktop management and offering expert advice on resolving tech issues.

This is an in-person position, so you'll be working directly with our team and users, analyzing hardware and software on-site to identify issues and triage them in accordance with routine procedures. If you're ready to provide exceptional helpdesk support and enjoy helping others, get their tech back on track, we want to hear from you!

REPRESENTATION: This position is represented by PROTECT17 (certified on February 20, 2025, by the Public Employment Relations Commission)

BENEFITS: At Pierce Transit, our employees' health is important to us too! That's why we offer three on-site employee fitness rooms and an incredible Wellness Program in addition to excellent medical, dental, and vision packages. If your career goals change while you are employed, we are here to help. Pierce Transit offers $5,000 per year (up to a total of $18,000) in Tuition Assistance after your one-year anniversary. Certifications, and career skills must be connected to a job at Pierce Transit. All Pierce Transit employees are required to participate in the Washington State Public Employees' Retirement System (PERS). Pierce Transit offers two Public Employees Retirement System (PERS) plans to choose from, PERS2 and PERS3, as well as a matching program for 457 deferred compensation. (Employees who have participated in the Tacoma Employee's Retirement System (TERS) may elect to continue to participate in that system.) Employees are not covered under the Social Security System except for a 1.45% payment for Medicare. Pierce Transit provides an ORCA Card benefit for each employee and a family member. This benefit provides free access to service on Pierce Transit, Sound Transit, Community Transit, Everett Transit, King County Metro, Kitsap Transit, Seattle Monorail, Seattle Streetcar, King County Water Taxi and Kitsap Foot Ferry. PAID LEAVE: Full-time Pierce Transit employees receive 11 paid holidays, 2 personal paid holidays, 6 days of major sick leave, 22 days of paid time off (PTO) per year, and the ability to earn up to 2 Wellness Days by participating in a qualifying wellness activity and the annual survey. PTO accrual rates increase per policy. If you're not currently living in the Lakewood-area, that's not a problem! We may be able to help with reimbursing up to $2,500 in moving expenses for those who physically relocate their primary residence to the Pierce/King/Thurston County area (substantiated with receipts). Washington State was recently recognized as being number 1 in the nation for quality of life; read more about that here.

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.
• 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

MINIMUM QUALIFICATIONS

• Associate Degree in Information Technology or a related field and
• Two years of experience providing information technology support to end users.
• Experience may be substituted for education on a year for year basis.

DESIRED QUALIFICATIONS

• Public sector experience desired.

LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS

• Individuals must pass a background check.

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
• Attention to detail
• Computer and database skills

Ability to:

• Work with databases and networks
• Build and deploy new computer systems
• Purchase new and replacement hardware
• Maintain inventory of computer equipment
• Install and upgrade software
• Create and maintain comprehensive project documentation
• Establish and maintain effective working relationships
• Meet schedules and deadlines of the work
• Follow verbal and written instructions

COMPETENCIES

• Regularly meets expectations for work schedule, accomplishing assignments, and serving as a source of supply and support for the department, customers, and/or the organization.
• Demonstrates responsibility for, and handles accurately, the details associated with one's work.
• Analyzing and diagnosing problems to resolve them or minimize their negative consequences. Isolating, defining and seeking solutions to problem areas. Analyzing problems or procedures, evaluate alternatives, and select best course of action.
• Adapting traditional approaches or devising new approaches, concepts, methods, designs, processes, technologies and systems.
• Speaks, writes, and listens effectively in a variety of circumstances, sharing information and ideas with others.
• The demonstration of specialized knowledge required to perform the job. Taking initiative in learning and implementing new concepts, technologies, and/or methods.
• Operates personal computer; accesses desired applications and utilizes needed programs, tools, and utilities.

• The position involves light physical demands, such as exerting up to 40 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.
• May occasionally need to move boxes/equipment from 5 to 40 pounds.

Working Conditions

• This position works in an office environment relatively free from unpleasant environmental conditions or hazards.
• Employees in this classification serve on rotating 24-hour on-call.
• Occasional travel between agency buildings/sites, or to pick up materials from vendors may be required.