Technology Services Analyst

For King County Information Technology (KCIT) that means innovating and iterating on how we deliver high quality services and solutions to our customers.
KCIT's Customer Support Services (CSS) team is seeking to hire a Technology Services Analyst. As a Technology Services Analyst you will be responsible to provide support in fulfilling incident and requests assigned to any of the End User Services teams in CSS. The primary focus will be providing level 1 technical support to restore end-users' normal daily operations in a complex, distributed computing environment within the agreed upon Service Level Agreement or within a reasonable timeframe. You will focus on incident and request tickets assigned via the helpdesk software. (Includes but is not limited to: Help-desk support, User Account Creation and Maintenance, File Share Administration, Break/Fix issues, Lifecycle upgrades, Software / Hardware deployments, etc.)
King County Department of Information Technology (KCIT)
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.
KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx
Teleworking Requirement
The work associated with this role is 100% onsite.
Benefits
King County offers a robust benefits package to support you and your family in a variety of ways. To learn more about the benefits offered here, please click on the Benefits tab or click here: http://www.kingcounty.gov/employees/.
Work Schedule
The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is not eligible for overtime pay. Please note that these positions may be required to participate in (AHS) After Hours Support rotations.
Questions
If you have questions regarding this recruitment, please contact Shane Dickson, shdickson@kingcounty.gov or 206-263-2454.

• Demonstrated experience with current enterprise client management tools such as imaging tools, storage encryption tools, enterprise antivirus, SCCM, Active Directory, Remote Assistance Tools, Windows Operating systems, Microsoft Office, and Microsoft Teams.
• Troubleshoot, research, and resolve end user standard applications (custom and commercial off-the shelf) issues in workstations with multiple platforms and operating systems at a high technical level.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Resolve end user workstation, printer, software and peripheral problems on a variety of systems.
• May be required to provide onsite support services to customers in solving problems incurred in the installation and/or operation of hardware/software products.
• May be required to provide support by answering helpdesk calls, answering live support chats, responding to web portal tickets.
• Manage multiple types of employee and non-employee accounts by creating, editing and restoring access.
• Manage Cherwell ticket queues to promptly and accurately escalate tickets that cannot be completed.
• Apply and remove permissions to user accounts.
• Enable and disable user accounts for multiple enterprise type accounts.
• Manage the IT related process of On-Boarding and Off-Boarding of employees.
• Perform preliminary troubleshooting of business applications.
• May run Major Incident process.
• Train other staff members on assigned processes and technologies.
• May be required to drive to different county locations to provide workstation support.
• May be required to write technical documentation
• Other duties as assigned.

• Demonstrated knowledge in the following areas typically found in those possessing three or more years of experience: workstation support, end user support, troubleshooting computer equipment, resolving end user applications, troubleshooting network connectivity issues. And providing support for recent Microsoft Operating Systems and Microsoft Office Suites (E.g. Win 10, Win 11, Office 2016, 365)
• Ability to use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware or software
• Ability to address security issues by utilizing appropriate tools
• Experience with Microsoft Teams
• Experience working with an IT service management tool; specific knowledge of Cherwell preferred
• Experience with building/imaging computer hardware utilizing SCCM
• Experienced with application deployment methodologies through SCCM including troubleshooting processes
• Knowledge of local area networks and related systems, hardware / software installation and configuration, systems integration, and VPN network connectivity issues
• Knowledge of level 1 cloud based technologies such as OneDrive, SharePoint, etc
• Strong troubleshooting, analytical and problem-solving skills
• Familiarity with mobile device management tools and best practices
• Ability to establish and maintain exceptional customer relationships
• Skill in collaborating effectively with management, peers, other KCIT service teams and customers
• Skill in building consensus and coming to a resolution among a diverse group of individuals with conflicting viewpoints
• Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and is easily coachable
• Ability to communicate orally or in writing; including the ability to communicate complex technical information to a non-technical audience
• Skill in handling multiple competing priorities
• Skilled in writing and in editing technical documentation
• Basic understanding of Scaled Agile Framework for Enterprises (SAFe) methodologies

Other Requirements

• Successful completion of criminal background check and fingerprinting
• Lift and carry up to 50 pounds with reasonable accommodations
• May be responsible for the physical loading, unloading and/or sorting of equipment and boxes of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, placing, as well as physical bending, twisting, kneeling, stooping, or crawling in a safe and efficient manner
• Valid WA State driver's license

Desirable Qualifications

• Understanding of ITIL (Information Technology Infrastructure Library) process
• CompTIA A+ Certification
• Microsoft Technology Associate Certifications
• Degree in Computer Science or related field
• Experience in supporting Mac OS

Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions, please contact the recruiter listed on this job announcement.
Application Requirements
A completed King County Application, Resume and Cover Letter are required for consideration. Applications submitted without all material will not be considered.
Union Status: This position is represented by Protec17: Information Technology
(For internal use only: Classification: Technology Services Analyst - 7328100)
Benefits
King County offers a highly competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:

• Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members.
• Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
• Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
• Transportation program and ORCA transit pass
• 12 paid holidays each year (plus 2 personal holidays)
• Generous vacation and paid sick leave
• Paid parental leave, family and medical leaves, and volunteer leave
• Flexible Spending Account
• Wellness programs
• Onsite gyms and activity centers
• Employee giving program
• Employee assistance programs
• Flexible schedules and telecommuting options, depending on position
• Training and career development programs

For additional information about employee benefits please visit our Benefits, Payroll, and Retirement Page.
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
Website
http://www.kingcounty.gov/Employment Type: Career Service, Full Time, 40 hrs/week