IT Service Desk Technician I/II

CORE VALUE STATEMENT
The City of Kennewick will provide excellent public service and ensure the safety and wellbeing of our community and one another through the empowerment of each employee.  We value integrity, inclusiveness, stewardship, and communication. We are accountable to our community for innovative and collaborative efforts that anticipate needs, leverage resources, and deliver solutions.

SAFETY STATEMENT
We expect our employees to ensure compliance with all applicable safety practices and policies, including those established by OSHA/DOSH regulations and by the City’s Accident Prevention Plan. This includes but is not limited to actively identifying and correcting potential hazards that may affect employee and public safety, including those identified by co-workers; leading by example to promote a positive culture of workplace safety through everyday action; and emphasizing safe completion of work throughout all aspects of developing and carrying out work plans.

CLASSIFICATION SUMMARY
Under the supervision of the IT Customer Service Supervisor, the IT Service Desk Technician receives, prioritizes, documents, and actively resolves help requests to ensure proper computer operations so that end users can accomplish the City’s business tasks; problem solves issues with the use of diagnostic and help request tracking tools, as well as in-person and hands-on help at the desktop level.

This position is a two-level series. The IT Service Desk Technician II is distinguished from the IT Service Desk Technician I by the increased complexity of assignments, the greater degree of independence with which it operates, the experience required to perform the work 

WORK SCHEDULE
The initial work schedule for this classification will be full-time, Monday through Friday. Early mornings, evenings and weekend work may be occasionally required. Overtime may be occasionally required. This position may share responsibility, on a scheduled basis, to provide after-hours support. This classification is non-exempt under the FLSA.The following list reflects the essential job duties and responsibilities of this classification but should not be considered all-inclusive.   The incumbent will be expected to perform other related duties as assigned.

• Creates & evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Fields incoming help requests from end users via telephone, e-mail and in person in a courteous manner. 
• Documents all pertinent end user identification information, including name, department, contact information and nature of problem or issue into service desk tracking software.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules problems; escalates problems to the appropriate experienced analyst or vendor when required.
• Records, tracks and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases and frequently asked questions resources to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs software.
• Tracks and maintains IT hardware inventory for desktop and mobile equipment.
• Test fixes to ensure problem has been adequately resolved and performs post-resolution follow-ups to help requests.
• Use and maintain the Systems Center Configuration Manager (SCCM) and ensure its ongoing health. Build and deploy packages for applications as needed and new OS image builds and updates where necessary to keep security and usability at its very best level. Including assisting in third party patching.
• Create and maintain documentation and records of all Audio Visual (AV) systems in the City including designs, configuration files, IP addresses, how-to guides, etc. for the purpose of streamlining troubleshooting, team cross-training, and preventative maintenance.
• Provide advanced troubleshooting knowledge for AV systems 
• Prepares status reports, user guides and related materials for the purpose of documenting activities, providing written reference and/or conveying information.
• Develops help sheets and frequently asked questions lists for end users.
• Provides continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality customer service.
• Operates a variety of modern office equipment to include, but not limited to, printers, copiers, calculators, multi-line phone systems, scanners and fax machines, or other specialized equipment, and personal computers in a Windows based computing environment using standard or customized software application programs appropriate to assigned activities.

Level II Additional Responsibilities:

• Assist with technical planning and execution of system upgrades and migrations.
• Serve as liaison and escalation point to other IT teams for emerging issues and incidents.
• Mentor Level I staff and coordinate cross-training initiatives.
• Participate in multi-system troubleshooting efforts and complex integration projects.
• Participate actively in disaster recovery planning, testing, and execution.

Level I:

This position requires an Associate’s degree in Computer Science, Information Systems, or related field, or three years of experience directly working in IT infrastructure, desktop computer hardware and software, and operating systems, or any combination of relevant education and experience sufficient to demonstrate the knowledge, skills and abilities to perform the duties listed above.

• Must possess and maintain a valid State of Washington driver’s license.
• Must pass a criminal background investigation.
• Must maintain CJIS training/certification.
• Must obtain or possess an A+ (Core1 and Core2 Exams) and Microsoft Fundamentals or Associate Level Certification in Microsoft 365 or Endpoint Administration within 24 months of hire
• Must maintain a level of mental and physical fitness required to perform the essential functions of this classification.

Level II: 

This position requires an Associate’s degree in Computer Science, Information Systems, or related field or five years of progressive experience with the City directly working in IT support, desktop computer hardware and software, and operating systems, or any combination of relevant education and experience sufficient to demonstrate the knowledge, skills and abilities to perform the duties listed above.

• Must possess and maintain a valid State of Washington driver’s license.
• Must obtain or possess an A+ (Core1 and Core2 Exams) and Microsoft Fundamentals or Associate Level Certification in Microsoft 365 or Endpoint Administration within 12 months of hire
• Must pass a criminal background investigation.
• Must pass and maintain CJIS training/certification.
• Must maintain a level of mental and physical fitness required to perform the essential functions of this classification.

To perform the essential functions of the classification, incumbents must be able to demonstrate the following knowledge, skills and abilities:

Knowledge of:

• Desktop computer hardware and software including operating systems.
• Basic computer hardware.
• Diagnostic utilities.
• Applicable Federal State and local laws, rules, codes and regulations related to assigned activities.
• Records-keeping principles, procedures, and techniques.
• Correct English usage, grammar, spelling, punctuation and vocabulary.
• Public speaking techniques.
• Interpersonal skills using tact, patience and courtesy.
• Technical aspects of the field of specialty. 
• ITIL Foundation principles are preferred.

Skills & Ability to:

• Troubleshoot and resolve customer issues with desktop software, hardware and peripheral devices.
• Utilize desktop and server operating systems.
• Document, track and report data.
• Communicate effectively both orally and in writing; comprehend and use English effectively including producing all forms of communications in a clear, concise and understandable manner to intended audiences.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; work independently with little or no direction, organize own work, set priorities and meet critical time deadlines.
• Operate modern office equipment including computer equipment and specialized software application programs.
• Use tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
• Establish, maintain and foster positive and effective working relationships with those contacted in the course of work.
• Excellent organizational skills with the ability to work calmly under pressure, multi-task, remain flexible to changing priorities, and effectively manage time to ensure deliverables are completed on time.
• Demonstrated ability to effectively communicate with staff at all levels including a proven ability to communicate with technical and non-technical staff across multiple disciplines.
• Maintain confidentiality of sensitive materials and information.
• Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.
• Ability to work cooperatively in a team-oriented, collaborative environment.
• Ability to work flexible hours or work over the weekend, after hours or on holidays as needed.
• Ability to learn new technologies.

• Intermediate proficiency in the use of MS Windows, Outlook, Word, and Excel, and proficiency at the basic level for MS PowerPoint and Visio.
• Basic proficiency in network switching & routing.