LAN Administrator Journey – Provisioning Team
- Summary
The Customer Support Services Provisioning team is seeking two LAN Administrator Journey's to provide tier 1 technical support and incident management.
These positions will work to, and in collaboration with other technical teams, deploy and deliver end-of-life upgrades on workstations, resolve assigned incidents, and fulfill service requests. Having strong technical experience and an obsession for the customer experience, you will work tirelessly to resolve issues in the field and over the phone.
Our ideal candidate will have the ability to shift gears at a moment's notice and be able to effectively build a strong rapport and maintain relationships through active, attentive listening, and respect for differing backgrounds and points of view.
Come join our team to make a difference! For more information about CSS and our services please go to KCIT.
King County Department of Information Technology (KCIT)
KCIT, the central information technology provider for King County, delivers smart and innovative technology solutions that engage, empower, and serve our residents, businesses, and communities. To learn more, please visit our website.
Duration
These positions are full-time, fully benefited, and have an expected duration of 3 years.
Work Schedule
The normal workweek is Monday – Friday, with an 8-hour day schedule between the hours of 6:30 am – 5:30 pm; this position is not eligible for overtime pay. In addition, you may be required to work additional hours to respond to workload needs and will need to participate in After Hours Support rotations.
Application Process
Phone interviews are tentatively scheduled to begin the week of August 5, 2019 with in-person interviews tentatively scheduled for mid-August.
The recruitment is open to all qualified candidates. In addition to filling the current vacancy, this position may be used to fill future vacancies at an equal or lower classification to include Short-Term Temporary, Special Duty, and Term-Limited Temporary positions.
A completed King County Application, cover letter, and resume are all required for consideration.
Applicants who are unable to apply online should follow the instructions under the Application FAQ's. If you need an accommodation in the recruitment process or an alternate format of this announcement, please contact the person below.
Questions
If you have questions regarding this recruitment, please contact Michael Thomas at michaeld.thomas@kingcounty.gov or 206-263-2902.- Job Duties
- Upgrade computers and 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
- Resolve end user workstation, printer, software and peripheral problems on a variety of systems
- Provide field support services to customers in solving problems incurred in the installation and/or operation of hardware/software products
- Escalate to appropriate service provider in accordance with established escalation processes when unable to resolve issues to minimize downtime
- Utilize diagnostic utilities to aid in troubleshooting; collaborate with other IT service teams, validate solutions to ensure incident or service request is adequately resolved, verify with customers, and coach users in correcting reported problems as appropriate. Create technical documentation of resolutions
- Actively manage assigned tickets with accurate and timely information
- Assist in determining customer and staff training needs and contribute to the development, presentation and maintenance of training materials
- Support various lines of business by facilitating cross-training and cross-team collaboration to resolve error
- Experience, Qualifications, Knowledge, Skills
- 2+ years of experience providing workstation support, end user support, troubleshooting computer equipment, resolving end user applications and troubleshooting network connectivity issues. Any combination of experience and education that clearly demonstrates the ability to perform the job duties of the position
- 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
- Skill in collaborating effectively with management, peers, other KCIT service teams and customers
- Able to establish and maintain exceptional customer relationships
- Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and is easily coachable
- Skill in creating a feeling of belonging in a team, defining success in terms of the whole team, keeping the team focused on the bottom line
- Ability to make good decisions based upon a combination of analysis, wisdom, experience and judgement
- Strong written and oral communication skills; including the ability to communicate complex technical information to a non-technical audience.
Other Requirements- Successful completion of a criminal background check to include fingerprinting
- Able to safely lift and carry up to 50 pounds with or without accommodation
- Ability to perform duties involving physical labor including: including lifting pushing, pulling, carrying, placing, as well as physical bending, twisting, kneeling, stooping, and crawling in a safe and efficient manner
Preferred Qualifications- Understanding of ITIL (Information Technology Infrastructure Library) process
- CompTIA A+ Certification
- Microsoft Office Certifications
- Degree in Computer Science or related field
- Prior experience in public sector and/or a desire to work in public service
- Supplemental Information
- This position is being offered as either a Term-Limited Temporary (TLT) OR a Special Duty assignment (Only internal, Career Service employees are eligible for Special Duty assignments. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment. We encourage you to discuss this with your current supervisor/manager before applying).
This position is represented by PROTEC17 – IT bargaining unit.
(For internal use only, classification: LAN Administrator - Journey)
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
- 10 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
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.
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.
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01All candidates for employment with KCIT must undergo a thorough background investigation process, including checking references. The process for this position will also include fingerprinting. Are you willing to undergo a background investigation process as described?
- Yes
- No
02Will you now or in the future require sponsorship for employment?- Yes
- No
03Attaching a resume and a cover letter are required for consideration. Have you attached your resume and cover letter?- Yes
- No
Required Question