Technology Services Analyst

Summary

This opportunity is open to all current King County employees and the general public. King County Information Technology's (KCIT) Operations and Infrastructure team is seeking a Technology Service Analyst. The candidate will provide Level 1 technology support in collaboration with KCIT Support Teams, managing and resolving tickets in Cherwell. Primary responsibilities include workstation support—covering software, hardware, printer queues, and other tasks.

KCIT uses technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve residents, businesses, and stakeholders. KCIT is the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey. KCIT collaborates with 18 county departments to develop products and services that better serve our community.

• Demonstrated experience with 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) issues on 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 elevate 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.
• Provide support between the three King County Correctional Facilities.
• May be required to drive to different county locations to provide workstation support.
• May be required to write technical documentation.
• Other duties as assigned.

• At least one year of demonstrated experience providing workstation support, end-user support, troubleshooting computer equipment, resolving end-user applications, and troubleshooting network connectivity issues.
• Demonstrated experience providing support for recent Microsoft Operating Systems and Microsoft Office Suites (e.g., 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.
• Experience with building/imaging computer hardware utilizing SCCM.
• Experience 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 One Drive, 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 resolving among a diverse group of individuals with conflicting viewpoints.
• Demonstrated positive attitude toward peers and leadership, learns from mistakes, seeks feedback, is open to criticism and 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 editing technical documentation.

• Three or more years of demonstrated experience providing workstation support, end-user support, troubleshooting computer equipment, resolving end-user applications, and troubleshooting network connectivity issues.
• Experience working with the Cherwell IT Service Management tool.
• Understanding of ITIL (Information Technology Infrastructure Library) process.
• CompTIA A+ Certification.
• Microsoft Technology Associate Certifications.
• Degree in…