Information Systems Technician at Island County Public Transportation Benefit Area (WA) – Coupeville, Washington

POSITION SUMMARY:
Responsible for the support, installation, and maintenance of computing equipment, printers and other equipment. Additional responsibilities include locating and resolving problems in applications, communicating with users, providing technical assistance, and provide training and documentation to end users.

As a technician, coordinates services between the Information Systems department and other departments. May perform mid-level technical tasks under the close direction of the Information Systems Manager. This position is expected to provide exceptional customer support.

The person in this position is authorized access to confidential and private information as a condition of employment to the extent necessary to perform their duties. Employees of Island Transit are required to protect against unauthorized access to such information, maintain and ensure the security of confidential information, and disclose any anticipated threats or hazards to such information.

Island Transit offers competitive benefits that include:

• Medical/Dental/Vision Insurance – employer paid premiums for employees
• Life Insurance - employer paid $24,000 Basic Life Insurance plus optional employee paid supplemental insurance plans
• Flexible Spending Account (FSA)
• Retirement Plans - Washington State Public Employees Retirement System (PERS) and Optional MissionSquare 457b/401a plan with employer match
• Paid Vacation, Sick Leave and Holidays

ESSENTIAL JOB FUNCTIONS:
The following list is a representative summary of the primary duties and responsibilities but should not be considered inclusive.

1. Provides Help Desk support; performs system-wide troubleshooting and maintenance, including providing assistance to the Information Systems staff.
2. Conducts preliminary investigation of user problems; seeks guidance on complex issues. Responds by issuing temporary replacement of equipment. Prepares and trains users on proper operation of Information Technology check-out and assigned equipment.
3. Provides desktop support including installing desktops, displays, laptops and other hardware for Agency staff, creates computer user profiles, creates standardized computer images and software installation packages for backup and recovery; troubleshoots and resolves various workstation issues.
4. Performs preventive maintenance and updates of workstations, laptops, printers, faxes and other Information Technology equipment at scheduled intervals as needed.
5. Provides verbal and/or written instruction to users of varying degrees of technical expertise on the proper use and care of the hardware and software. Provides user-training on new and existing software and technology. Writes and edits training and informational materials.
6. Organizes and maintains inventory of computers and related equipment and supplies. Researches computer equipment and supplies at the direction of the department manager.
7. Prepares surplus equipment for resale/disposal and works with procurement staff to follow proper disposal procedures.
8. Provides network support by performing routine network maintenance, setting up new users and groups. Under supervision this position may install applications on the shared network.
9. Monitors system-wide anti-virus software and removes viruses when found on Agency computers.
10. Conducts software testing and upgrades or applies patches to software as needed. Tests software applications and evaluates for compatibility with existing applications. Ensures longevity of equipment and continuation of service with minimum system down times.
11. Provides information to users/employees regarding Information Systems department services; responds to inquiries and complaints regarding services; assures that appropriate information is provided and problems are resolved in a timely manner.
12. Must report to work on time and maintain a reliable and dependable attendance record.
13. Carries agency provided cellular phone for contact purposes during and after hours and must be able to respond in a timely manner to issues arising throughout the service area during service days and hours.
14. Performs special assignments and other duties as assigned and required.

KNOWLEDGE, SKILLS & ABILITIES:
Knowledge of:

• System performance and reliability principles.
• Office procedures, standard office equipment, Microsoft Office Operating Systems/Office Suite products and other software programs and applications relative to area of responsibility.
• Applicable hardware devices and drivers.
• Familiarity with VMware computing environment, LAN/WAN, TCIP/IP network connectivity, VLANs, VOIP phone systems, Microsoft 365 and other administrative software/hardware tools.
• Automation of Information Systems tasks.

Skills:

• Installing and maintaining a variety of hardware, software, and peripheral equipment.
• Operating computers and related software applications.
• Communication and interpersonal skills as applied to interaction with coworkers supervisors to exchange or convey information and to receive work direction.
• Effective interpersonal communication skills with non-technical customers.
• Troubleshoot and resolve hardware, software and peripheral equipment issues.
• Organizational and task management.
• Records management for the purposes of inventory.
• Handling multiple tasks simultaneously.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Write clear and concise documentation.
• Perform the duties in a timely, safe and accurate manner.
• Accept responsibility for personal decisions and actions.

Abilities:

• Perform effectively in an environment with frequent interruptions in a calm and professional manner.
• Work independently and cooperatively as a member of a team.
• Develop cooperative working relationships with vendors and transit employees.
• Report to work on time and maintain a reliable and dependable attendance record.
• Understand and apply Island Transit policies, procedures, and applicable federal and state laws and regulations.
• Maintain confidentiality and handle sensitive information appropriately.
• Manage time, set priorities, use resources effectively, pay attention to detail.
• Understand and follow instructions and directions from a superior.
• Demonstrate ability to use tact, discretion, confidentiality, and courtesy.

QUALIFICATIONS AND EXPERIENCE:

• Associates Degree (A.S., A.A.) or two-year technical certificate or experience maintaining and supporting computer hardware and software.
• Other combination of education, work and experience that provide the knowledge, skills and abilities required to successfully perform the job may be substituted for educational requirements.
• Public sector experience, desirable.
• Must possess a valid Washington State driver’s license or have ability to obtain one prior to employment and maintain an acceptable driving record through employment.

WORKING CONDITIONS:

• Duties performed primarily in an office environment while sitting at a desk or computer with balance of time walking within Island Transit’s facilities buildings.
• Hand-eye coordination and visual ability is necessary to operate computers and various office equipment.
• Some duties are performed in the maintenance and fuel buildings, and onboard vehicles where the temperature varies with weather conditions. The work environment may be loud with exposure to fumes, or chemicals. Personal protective safety items are required in some areas.
• Requires standing, walking, stooping, reaching, use of hands to feel or operator tools or controls, bending and lifting of office supplies and equipment.
• Must be able to lift and/or move up to 40-60 pounds, be able to hear and speak clearly to provide information in person or on the telephone.