Information Communications & Technology (ICT) Service Desk Technician

Job Description

Job Ttitle: Information Communications & Technology (ICT) Service Desk Technician

Company: Port of Seattle


Description: As an Information Communication Technology (ICT) Service Desk Technician, you will be the initial point of contact for related requests and will provide technical phone support on a 24/7 team and customer service while monitoring critical infrastructure for the Port of Seattle.

• You will provide technical phone support including initial triage (Tier 1) of incidents, performing basic troubleshooting of hardware, software, applications, mobile phones, security, and network connectivity.
• You will diagnose, resolve, and record customer issues via IT ticketing system, including incidents, service requests, problems, and changes.
• You will escalate issues that are not resolvable on first contact to appropriate support team.
• You will monitor enterprise systems and applications to provide timely notification in the event of service interruptions including multiple IT alerting systems which monitor changes or degradation in the health of the network, applications and servers.
• You will provide after-hours support to Marine Maintenance, answer the dispatch line, prepare work orders, communication, and escalation to an on-call manager.
• You will interpret technical manuals. You will also prepare, review, and distribute documents for customer support and training.
• You will participate in an on-call rotation using a supplied port cell phone. You will also provide coverage for teammates as and when needed for any shift.
• You will analyze incidents to identify trends and possible areas for improvement or escalation to manager.

Qualifications

• Experienced – You have two (2) years of experience in Information Technology.
• Desired – We hope you have a bachelor’s degree in information technology, computer science, or business administration. We hope you have a Microsoft Technology Associate (MTA) Certification.
• Committed to Equity – You will apply equity and exemplify shared values, behaviors, and practices in all aspects of the work. At the Port of Seattle, equity is a daily responsibility and a foundational expectation for all Port employees.
• Proficient – You have Basic knowledge of principles and processes for providing excellent customer service. This includes customer needs assessment, meeting Port standards for IT services and follow-up. General knowledge of ITIL, industry standards, common practices, and emerging technologies.
• Efficient Communicator – You have effective communication skills including verbal, written, and active listening. You can effectively interact with a variety of customers and employees in a professional manner and convey technical details to individuals with varying degrees of technical knowledge.
• Adaptable – You can work effectively in situations involving uncertainty or lack of information and respond flexibly to change. You can also work effectively in a technically complex and often challenging work environment, both independently and as part of a team.
• Technically Skilled – You have intermediate knowledge of Windows operating systems and basic proficiency in troubleshooting Microsoft 365 Suite. You are skilled in troubleshooting client-based, web-based SaaS, mobile, and enterprise applications and using remote support tools. You also have basic knowledge of monitoring tools.

Salary:

Location: Seattle, WA

Date: Thu, 27 Mar 2025 01:51:23 GMT


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