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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.

 


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

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