Senior Desktop Support Analyst - Term Limited

Hourly range is $55k to $130k, with a midpoint of $85k.  New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.  

This is a term-limited position expected to last 4 years 10 months.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE: 

Under general direction, plans, develops, and implements the Agency’s local and wide server networks in area of assignment; installs, configures, maintains, and administers Agency servers to ensure the availability of a variety of network services; coordinates assigned activities with other divisions, departments, and outside agencies; troubleshoots and resolves server related errors, issues,  and warning messages as needed; and performs technical support duties to assigned area of responsibility ensuring quality of work meets the standards set forth by the Agency.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Performs activities related to Desktop Field services quality, including efficient ticket management, small projects, and activities coordination within IT.
• Provide moderately complex end user technical support including analysis and troubleshooting of technical issues.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
• Documents, maintains, upgrades or replaces hardware and software systems.
• Act as Tier 2 escalation for software and applications issues from Service Desk.
• Create and maintain documentation used by Support team for troubleshooting.
• Deployments of new computer related hardware or moves, and existing computer operating system upgrades.
• Physically installs/placement of equipment, cabling, data transfer, imaging, basic to complex configurations, profile transfer, validation and testing of installations, and preparation of old devices for disposal or re-deployment in multiple job locations.
• Document, in detail, all issues/service requests from customers (external and internal), including the course of action taken to investigate the problem and the final problem resolution.
• Supports Agency conference room technologies for all office locations.
• Monitor Service Desk for tickets and respond to technical support requests by using various tools and processes to troubleshoot and isolate issues.
• Enter and/or update new/existing tickets and keep users informed of status.
• Provides telecommunications support including add/change/removal of VOIP User and Conference phones.
• Available to handle local hardware issues and incidents escalated from other groups.
• Participate in testing and evaluating new software and hardware.
• Analyzes Desktop Services ticket queue for trends and recommends corrective actions.
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