Technology Services Analyst

This opportunity is open to all current King County employees and the general public.

King County Information Technology's (KCIT) Operations and Infrastructure team is seeking a Technology Service Analyst. This individual will provide Level 1 technology support in collaboration with KCIT Support Teams. The successful candidate will manage and resolve assigned tickets using KCIT’s IT Service Management tool (Cherwell). Primary responsibilities include workstation support—covering software, hardware, printer queues, and other workstation-related tasks.

KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration.

KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.

KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: (Use the "Apply for this Job" box below)..aspx

• Demonstrated experience with current enterprise client management tools such as imaging tools, storage encryption tools, enterprise antivirus, SCCM, Active Directory, Remote Assistance Tools, Windows Operating systems, Microsoft Office, and Microsoft Teams.
• Troubleshoot, research, and resolve end user standard applications (custom and commercial off-the shelf) issues in workstations with multiple platforms and operating systems at a high technical level.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, workstation hardware/software.
• Resolve end user workstation, printer, software and peripheral problems on a variety of systems.
• May be required to provide onsite support services to customers in solving problems incurred in the installation and/or operation of hardware/software products.
• May be required to provide support by answering helpdesk calls, answering live support chats, responding to web portal tickets.
• Manage multiple types of employee and non-employee accounts by creating, editing and restoring access.
• Manage Cherwell ticket queues to promptly and accurately elevate tickets that cannot be completed.
• Apply and remove permissions to user accounts.
• Enable and disable user accounts for multiple enterprise type accounts.
• Manage the IT related process of On-Boarding and Off-Boarding of employees.
• Perform preliminary troubleshooting of business applications.
• May run Major Incident process.
• Train other staff members on assigned processes and technologies.
• Provide support between the three King County Correctional Facilities.
• May be required to drive to different county locations to provide workstation support.
• May be required to write technical documentation.
• Other duties as assigned.

• At least one year of demonstrated experience providing workstation support, end user support, troubleshooting computer equipment, resolving end user applications and troubleshooting network connectivity issues.
• Demonstrated experience providing support for recent Microsoft Operating Systems and Microsoft Office Suites (E.g. Win 11, Office 2016, 365).
• 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.
• Experience with Microsoft Teams.
• Experience working with an IT service management tool.
• Experience with building/imaging computer hardware utilizing SCCM
• Experience with application deployment methodologies through SCCM including troubleshooting processes
• Knowledge of local area networks and related systems, hardware / software installation and configuration, systems integration, and VPN…