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Service Desk Analyst - NORCOM ( Job # 19-0001)

Minimum Salary: $63,283.00 per year
Maximum Salary: $74,449.00 per year
Employment Type: Full Time
Department: Technology
Open until filled.
(Open to current employees and the general public.)

Summary
 
Job typeEdit
Full-time
Job DescriptionEdit

NORCOM is a Public Safety Answering Point, which most people refer to as a dispatch center, located in Bellevue, Washington. We answer 911 calls and dispatch Police, Fire and Medical responses for most of North East King County, as well as the Normandy Park Police Department. 

The person holding the Service Desk Analyst position performs a variety of technology support functions to facilitate uninterrupted operation of the emergency communications center and external agency customers. The successful candidate requires initiative, the ability to work without continuous supervision and demonstrated experience serving as a member of a team. Must have excellent judgment, be skilled at receiving conflicting input, familiarity with implementing, assessing, configuring, and correcting complex technology and prioritizing actions to ensure the implementation, operation, maintenance, restoration and support of all technology required to facilitate NORCOM’s operation.

 


Responsibilities

Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills.  They are intended to be accurate summaries of what the job classification involves and what is required to perform it.  Employees are responsible for all other duties as assigned.

  • Provides front-line service to end-users on software and hardware related challenges
  • Responsible for customer interaction includes; phone, remote access or on site diagnosis and problem resolution
  • Troubleshoots and resolves hardware and software challenges; and provides desktop computer support, desk phone support, Enterprise application support and Enterprise infrastructure support
  • Receives, prioritizes, assigns, completes, and documents Service Desk requests for support
  • Troubleshoots and supports NORCOM and NORCOM agency owned desktops, laptops, tablets, mobile devices, printers and various peripherals
  • Installs and maintains computer related hardware and software applications
  • Installs operating system software for NORCOM and NORCOM agency workstation computers and perform software installations and upgrades on-site or using remote network technology tools
  • Develops documentation to incorporate best practices and procedures into the environment as standards
  • Trains external, internal and team personnel in the use of computerized systems
  • Supports and assists in coordinating with the technology replacement cycle 
  • Installs and decommissions inventory
  • Works with other NORCOM and NORCOM agency workgroups to resolve incidents and document in the incident management system
  • Reviews and makes recommendations to customers’ hardware/software requests for submission to management
  • Determines if computer issue is client-side, server-side or related to network behavior
  • Audits and tracks hardware and software inventory
  • Configures group memberships for users, computer objects and printer objects
  • Participates in an on-call rotation to support critical systems during non-business hours
  • Maintains responsibility for application user logon and account creation as required
  • Performs all work duties and activities in accordance NORCOM policies and procedures

MINIMUM REQUIREMENTS

Associates Degree in computer science, system design and support, or related field AND two years of related technical support experience OR equivalent.

Knowledge of:  

  • Customer service procedures and techniques to effectively manage customer interactions
  • Computer and/or telecommunications operating systems, equipment, peripherals and application packages
  • Personal computer hardware and software, server computer hardware and software, local area networks, wide area networks and networked applications and telephony systems operations and cabling, including messaging
  • Microsoft suite of applications; Windows 10, Server 2019, Office 365, SharePoint, etc.
  • Virus, Spyware and Malware detection and removal techniques
  • Troubleshooting methods related to computer hardware and peripherals, software and networks
  • Service desk/ help desk request ticket tracking systems and incident reporting techniques
  • Mobile phone and tablet hardware and software
  • Standard hardware and software testing tools including meters, network cable testers and related software

Ability to: 

  • Follow verbal and written instructions 
  • Resolve computer related problems over the phone, remotely and on site 
  • Diagnose technical problems and recommend solutions
  • Exhibit a customer service attitude and be a team player
  • Maintain a professional demeanor during stressful situations
  • Make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures
  • Organize work, establish priorities, meet established deadlines, and follow up on assignments with minimum direction
  • Establish and maintain effective working relationships with employees and customers both internal and external to NORCOM
  • Clearly communicate information both verbally and in writing
  • Observe, compare or monitor data to diagnose problems
  • Ability to respond to the Communications Center or other locations as needed, regardless of external weather and/or other emergency factors including responding outside of regular work hours
Benefits

We offer a comprehensive benefits package including:

  • 10 paid holidays plus 2 floating holidays
  • Generous accrued PTO leave
  • 100% Employer paid employee medical, dental, and vision coverage
  • 80% Employer paid dependent medical, dental and vision coverage
  • Participation in Muncipal Employees' Benefit Trust (MEBT) with employer match
  • Participation in Public Employee's Retirement System (PERS)
  • Interested candidates can reply via email and include resume.

NORCOM is an Equal Opportunity Employer and encourages applications from all persons without regard to race, creed, color, national origin, religion, gender, age, marital status, disability, sexual orientation or veteran status. NORCOM provides reasonable accommodation to its employees and the public with disabilities, including disabled veterans. 


Attachments

Location
NORCOM
450 110th Ave NE
Bellevue, WA 98004