Über
CompTIA A+ Certification preferred. CompTIA Network+ Certification preferred. ITIL V3 Foundations Certification preferred. Required Knowledge of:
Principles and practices of customer service. dvanced operations, services and activities of a service desk and desktop field services operation. Methods and techniques of performing advanced troubleshooting activities on PC and MAC hardware, software, printers, networked and peripheral equipment. Knowledge of network protocols, technologies, and VPN configurations associated with LAN/WAN networks; local and wide area networking theory and technologies. Good understanding of ITAM fundamentals and best practices. Knowledge of computer and information systems, network storage, and networking connectivity technology. Windows 2010 and MAC OS X products; implementing, operating, and troubleshooting TCP/IP and Ethernet-based network architectures. Concepts, principles and practices of network architecture, design, development, protocols, implementation, and administration. Configuration of workstation hardware, office networks, software components, printers, and desktop peripheral operating systems. Service Desk tracking systems, i.e.: ServiceNow, Remedy. Federal, state, and local laws, codes, and regulations. Principles of business letter writing and basic report preparation. ppropriate us of English, spelling, grammar, and punctuation. Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases. Required Skill in:
Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups and the general public. Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies. Identifying, troubleshooting, and resolving the most difficult computer hardware, software, network, and peripheral problems; coordinating solutions with outside vendors, users, and information technology staff. ctive Directory, SCCM and Enterprise managed print services configuration and administration Use of process improvement frameworks, i.e.: ITIL, COBIT, MOF Installing, configuring, upgrading, and maintaining desktop computer hardware, software, and peripherals. Demonstrating use and operation of desktop and network systems for Agency computer users. Responding to user requests and providing effective customer service using clear communication skills. Managing projects and making decisions in fast-paced, difficult environments. Managing conference room AV technologies such as WebEx. Responding to inquiries and in effective oral and written communication. Researching, analyzing, and evaluating new service delivery methods and techniques. Working cooperatively with other departments, Agency officials, and outside agencies. Physical Demands/Work Environment:
Work is performed in a standard office environment. Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 50 pounds; may occasionally be exposed to extreme weather conditions, dangerous machinery, physical harm, and hazardous chemicals when working in the field and lifting and moving a variety of technology equipment in offices and at remote sites. Sound Transit promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required. It is the responsibility of all employees and temporary staff to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
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Sprachkenntnisse
- English
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