Help Desk Assistant Jobs in Seattle, WA (NOW HIRING)

Job Summary:
The City of Kirkland's Information Technology Department is seeking to hire a Service Desk Analyst. The role involves troubleshooting, diagnosing, and resolving issues with desktop computer hardware and software for City departments and contracted customers, while providing high-quality technical support and ensuring customer satisfaction.
Responsibilities:
• Assists City staff with hardware and software problems; provides high-quality, detailed consultation, technical support, and troubleshooting with an emphasis on customer satisfaction; provides instructions to new and existing employees on features, capabilities, and policies of systems used (both computer and telephony-based) and assists employees with utilizing application software.
• Troubleshoots, diagnoses, replaces and repairs desktop computers, printers, and other computer and telephony peripherals such as phone sets; coordinates outside repairs, including preventative maintenance checks, monitors vendor performance, and notifies the IT Manager – Network & Operations accordingly; delegates work and manages efficiency of service.
• Prepares, installs, tests, and integrates newly acquired desktop computers, printers, computer, and telephony peripherals; configures software and integrates products with the network as needed; completes hardware and software registrations and manages software license inventory.
• Initiates and maintains network user accounts, troubleshoots network connectivity; prioritizes work and system issues and provides tier 1 to tier 2 support.
• Installs and configures phone sets including initial set up, configuration, and maintenance; manages phone set functionality, voicemail, and phone trees.
• Under the direction of IT Management; assess, plans and implements Service Desk projects; researches and recommends PC standards and specifications; upgrades system desktop computer hardware and software as needed.
• Staffs the automated Service Desk function, ensuring that user requests are effectively resolved either directly or by assignment to the appropriate technical staff, and notifies the IT Management of service issues; provides assistance and backup to other Division staff as necessary.
• Stays current with developments and changes in the desktop and related hardware and applications software industry; reviews and tests new hardware and software applications for potential use by City departments; installs, tests, and troubleshoots basic premise communications cabling within City facilities.
• Polices and reports violations of City software licensing policies and enforces other policies and procedures. Develops necessary documentation of policies, procedures, and troubleshooting directions in responsible areas to ensure continuity of service.
• Assists with training class scheduling, along with associated set-up, configuration, and testing of hardware and software associated with training classes.
• Performs other duties as assigned.
Qualifications:
Required:
• Two-year technical degree in computer science or a closely related field or other combination of experience and education to substitute.
• Two years experience in the use of information technologies, specifically personal computers, and telephony peripherals.
• Must possess a valid Washington State driver’s license.
• Excellent interpersonal skills for establishing and maintaining effective working relationships with City staff and vendors.
• Comprehensive knowledge of the Microsoft Office Suite.
• Working knowledge of the supported application packages within the organization.
• Comprehensive knowledge of PC hardware platforms, components, peripherals, repair techniques and the use of diagnostic tools for troubleshooting problems.
• Ability to comprehend and resolve the problems experienced by staff using software application programs.
• Comprehensive and up-to-date knowledge of Windows PC operating systems.
• Knowledge of PC networks and data communication concepts, preferably in a windows environment with Active Directory.
• Basic knowledge of telephony concepts, preferably in VoIP PBX environments.
• Basic knowledge of additional peripheral technologies including, but not limited to, audio, multi-function (printer, scanner, copier, fax) devices and personal digital assistants/smart phones (such as Blackberry and iPhone).
• Ability to read and comprehend technical manuals and apply their contents to solving hardware and software problems.
• Ability to accurately convey technical information to non-technical audiences both orally and in writing.
• Good planning, organizing, problem solving and time-management skills.
• Willingness and ability to respond to callouts in the evening, nights, and on weekends.
• Willingness and ability to participate in a rotating schedule for supporting after hours City Council meetings.
• Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.
• Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties.
Preferred:
• Experience with local area networks running in a Windows environment preferred.
Company:
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety. Founded in 1999, the company is headquartered in El Segundo, USA, with a team of 501-1000 employees. The company is currently Late Stage.