<h2>Overview</h2>As a Senior Technician - IT Support, you will be an integral member of the IT Service Desk and will train and mentor junior team members.  In this role, you will be the front line of communications with the business, providing first and second tier support for technology systems.<h2>Essential Duties</h2><ul> <li>Provide technical support, including problem identification, investigation, and resolution for customer facing technologies.  Coordinate or perform the repair or replacement of malfunctioning equipment as needed.  As appropriate, escalate issues to subject matter experts (SMEs) for resolution.</li> <li>Monitor events and incidents detected by the Network Operations Center.  Analyze and troubleshoot anomalies and escalate to SMEs as needed.</li> <li>Oversee adherence to established end-user hardware lifecycles.  Plan for and maintain appropriate inventory levels for existing and upcoming end-point needs.  Build and deploy end-point technology solutions.  Administer and troubleshoot network and application access.</li> <li>Lead communication between internal and external customers and vendors in support of technology systems.</li> <li>Using established ITSM methodologies, oversee the lifecycle of incidents and service requests.  Ensure appropriate resolution as per Service Level Guidelines and escalate as needed.  Update work order and knowledge base documentation.</li> <li>Provide training and mentorship for junior Service Desk team members. </li> <li>Perform other duties of a similar nature of level.</li></ul><h2>Requirements</h2>Minimum Qualifications<ul> <li>4 years of experience in an IT support role interfacing daily with end-users.</li> <li>4 years of experience with Windows configuration, repair, and troubleshooting.</li> <li>4 years of experience with office software solutions including Office 365 technologies.</li> <li>4 years of experience troubleshooting and resolving hardware, software, network, and telecommunications issues.</li> <li>Must possess a valid WA State driver’s license at the time of hire.</li></ul>An equivalent combination of education and experience to successfully perform the job duties is also accepted. Knowledge Requirements<ul> <li>Troubleshooting techniques</li> <li>IT ticketing system process</li> <li>Electronic mail processing and enterprise systems administration</li> <li>Desktop operating systems. Microsoft Office applications, installation, configuration, administration, and PC hardware support</li> <li>Service Desk operations and practices. Desktop and laptop hardware and software, smart phones, Active Directory domain administration, Windows, MS Office, third party utilities, software distribution, Windows maintenance and patch installation, and software licensing.</li> <li>Virtual technologies, including virtual desktop infrastructure.</li></ul>Skill Requirements<ul> <li>Fostering an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the agency.  Inspiring and fostering team commitment, pride, and trust.  Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.</li> <li>Customer service best practices.</li> <li>Using emotional intelligence to navigate complex group dynamics.</li> <li>Managing multiple tasks simultaneously and effectively and adjusting to changing priorities.</li> <li>Ability to think critically, identify strengths and weaknesses and alternate solutions, conclusions, or approaches to problems.</li> <li>Effective written and oral communications that are timely, relevant, concise, and clearly outline necessary actions.  </li> <li>Working effectively both independently and as part of a team. </li> <li>Remaining focused on results, following up and completing tasks on time.</li> <li>Attention to detail.</li> <li>Exercising good judgment, to discern when to take problems to a higher authority for resolution or guidance.</li> <li>Self-management.  Taking initiative, ownership, and accountability.</li></ul>Preferred Knowledge and Skills<ul> <li>2 or more years of experience in Macintosh configuration, repair, and troubleshooting</li> <li>Certification in ITIL Framework</li> <li>Experience providing administration and support to 7 x 24 production systems</li> <li>Experience working in a Network Operations Center</li> <li>Experience working with a virtual-based infrastructure</li> <li>Experience creating detailed documentation and developing work procedures.</li></ul>Working Conditions Work is performed in an office environment and requires the use of office equipment and technology.  You may also be required to lift and carry materials up to 20 pounds occasionally, and up to 10 pounds frequently.  While performing fieldwork, you may also be exposed to automotive fumes, odors, and dust, and may need to complete tasks in noisy environments and varying weather conditions.  Hybrid telework is not available for this position. Application and Selection Process<ul> <li>Only on-line applications accepted. </li> <li>Applicants for this job may be considered for other openings up to six months after the date this position is filled.</li> <li>Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background check, reference checks and various performance tests.</li></ul>Employee Benefits<ul> <li>Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.</li> <li>Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency’s deferred compensation plan.</li> <li>In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and ten (10) paid holidays throughout the calendar year.</li> <li>Full list of all benefits and details can be found here.</li></ul>If you are related to or share the same living quarters of a current Community Transit employee, please let your Recruiter know as your eligibility for this position may be affected. Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on a basis prohibited by Federal, State or Local law.  We value and encourage diversity in our workforce.  EOE AA M/F/Vet/Disability.  Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

Community Transit provides bus and paratransit service, vanpool, and alternative commute options in Snohomish County. The agency is building a network of Swift bus rapid transit lines with Swift Blue Line along Highway 99, the Swift Green Line between Canyon Park/Bothell and Boeing/Paine Field, and the new Swift Orange Line in Mill Creek and Lynnwood.

Senior IT Technician

<h2>Overview</h2>As a Senior Technician - IT Support, you will be an integral member of the IT Service Desk and will train and mentor junior team members.&nbsp; In this role, you will be the front line of communications with the business, providing first and second tier support for technology systems.<h2>Essential Duties</h2><ul> <li>Provide technical support, including problem identification, investigation, and resolution for customer facing technologies.&nbsp; Coordinate or perform the repair or replacement of malfunctioning equipment as needed.&nbsp; As appropriate, escalate issues to subject matter experts (SMEs) for resolution.</li> <li>Monitor events and incidents detected by the Network Operations Center.&nbsp; Analyze and troubleshoot anomalies and escalate to SMEs as needed.</li> <li>Oversee adherence to established end-user hardware lifecycles.&nbsp; Plan for and maintain appropriate inventory levels for existing and upcoming end-point needs.&nbsp; Build and deploy end-point technology solutions.&nbsp; Administer and troubleshoot network and application access.</li> <li>Lead communication between internal and external customers and vendors in support of technology systems.</li> <li>Using established ITSM methodologies, oversee the lifecycle of incidents and service requests.&nbsp; Ensure appropriate resolution as per Service Level Guidelines and escalate as needed.&nbsp; Update work order and knowledge base documentation.</li> <li>Provide training and mentorship for junior Service Desk team members.&nbsp;</li> <li>Perform other duties of a similar nature of level.</li></ul><h2>Requirements</h2>Minimum Qualifications<ul> <li>4 years of experience in an IT support role interfacing daily with end-users.</li> <li>4 years of experience with Windows configuration, repair, and troubleshooting.</li> <li>4 years of experience with office software solutions including Office 365 technologies.</li> <li>4 years of experience troubleshooting and resolving hardware, software, network, and telecommunications issues.</li> <li>Must possess a valid WA State driver’s license at the time of hire.</li></ul>An equivalent combination of education and experience to successfully perform the job duties is also accepted.&nbsp;Knowledge Requirements<ul> <li>Troubleshooting techniques</li> <li>IT ticketing system process</li> <li>Electronic mail processing and enterprise systems administration</li> <li>Desktop operating systems. Microsoft Office applications, installation, configuration, administration, and PC hardware support</li> <li>Service Desk operations and practices. Desktop and laptop hardware and software, smart phones, Active Directory domain administration, Windows, MS Office, third party utilities, software distribution, Windows maintenance and patch installation, and software licensing.</li> <li>Virtual technologies, including virtual desktop infrastructure.</li></ul>Skill Requirements<ul> <li>Fostering an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the agency. &nbsp;Inspiring and fostering team commitment, pride, and trust. &nbsp;Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.</li> <li>Customer service best practices.</li> <li>Using emotional intelligence to navigate complex group dynamics.</li> <li>Managing multiple tasks simultaneously and effectively and adjusting to changing priorities.</li> <li>Ability to think critically, identify strengths and weaknesses and alternate solutions, conclusions, or approaches to problems.</li> <li>Effective written and oral communications that are timely, relevant, concise, and clearly outline necessary actions. &nbsp;</li> <li>Working effectively both independently and as part of a team.&nbsp;</li> <li>Remaining focused on results, following up and completing tasks on time.</li> <li>Attention to detail.</li> <li>Exercising good judgment, to discern when to take problems to a higher authority for resolution or guidance.</li> <li>Self-management. &nbsp;Taking initiative, ownership, and accountability.</li></ul>Preferred Knowledge and Skills<ul> <li>2 or more years of experience in Macintosh configuration, repair, and troubleshooting</li> <li>Certification in ITIL Framework</li> <li>Experience providing administration and support to 7 x 24 production systems</li> <li>Experience working in a Network Operations Center</li> <li>Experience working with a virtual-based infrastructure</li> <li>Experience creating detailed documentation and developing work procedures.</li></ul>Working Conditions&nbsp;Work is performed in an office environment and requires the use of office equipment and technology.&nbsp; You may also be required to lift and carry materials up to 20 pounds occasionally, and up to 10 pounds frequently.&nbsp; While performing fieldwork, you may also be exposed to automotive fumes, odors, and dust, and may need to complete tasks in noisy environments and varying weather conditions. &nbsp;Hybrid telework is not available for this position.&nbsp;Application and Selection Process<ul> <li>Only on-line applications accepted.&nbsp;</li> <li>Applicants for this job may be considered for other openings up to six months after the date this position is filled.</li> <li>Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.&nbsp; The evaluation process may include interviews, background check, reference checks and various performance tests.</li></ul>Employee Benefits<ul> <li>Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.</li> <li>Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency’s deferred compensation plan.</li> <li>In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and ten (10) paid holidays throughout the calendar year.</li> <li>Full list of all benefits and details can be found&nbsp;here.</li></ul>If you are related to or share the same living quarters of a current Community Transit employee, please let your Recruiter know as your eligibility for this position may be affected.&nbsp;Community Transit provides a tobacco-free and drug-free work environment.&nbsp; As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on a basis prohibited by Federal, State or Local law.&nbsp; We value and encourage diversity in our workforce.&nbsp; EOE AA M/F/Vet/Disability.&nbsp; Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

Senior IT Technician

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Community Transit

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