Information Technology Specialist - Helpdesk and Hardware

The Program: Under the direction of the Information Technology (IT) Program Manager, the incumbent participates as an active member of the IT Team. The position requires a thorough knowledge of personal computer equipment, software, and peripherals. Duties include providing clear and concise technical expertise and assistance to users, analyzing situations, and developing an effective course of action. Other duties include deploying standardized client workstations and software, setting up and tracking mobile computing devices, data recovery, internet, desktop, data, and network security, and assisting users with remote access technology. The ideal candidate will continuously demonstrate competence in computer systems and database programming in a wide-area network environment.
 
Job specific technical skills include system performance, analyzing and testing of systems and programs, troubleshooting, problem solving and correcting hardware and software problems in a network environment. Requires the understanding of LAN and networking concepts and client service issues and the deployment of standardized client workstations and software. Experience in data recovery, internet, desktop, data and network security and remote access technology are required.
 
The incumbent will work as a part of the IT Program team with a focus on providing efficient, courteous, appropriate, and respectful customer service in the area of cost-effective, automated systems in support of the agency's mission, goals, and initiatives. The incumbent with provide technical user support on all agency software including desktop suites, customized databases/programs, and /or web-based applications. This is an in-office assignment and requires in-person interactions with staff and members of the public. The incumbent is expected to be available on premises during hours of operation.

Hours: 40 hours per week – 100% FTE, requires occasional evening and weekend hours.

Status: Permanent, full-time position.  
 
Benefits: The district offers a comprehensive health benefit plan which includes medical, dental, and life coverages, including several voluntary plan selections through The Standard, Aflac, and Met Life. The district provides medical and dental coverage contributing percentages of the average medical and dental insurance premium costs for full time employees as follows: Employee @ 100%, Employee & Spouse @ 90%, Employee & Child(ren) @ 90%, and Full Family @ 85%. Benefits include generous paid time off, and twelve paid holidays per year.  Employees participate in the Public Employees Retirement System (PERS), a defined benefit retirement plan managed by the Washington State Department of Retirement Systems and Social Security. Several deferred compensation retirement savings plans are also offered.

The ideal candidate is a dedicated public health professional, who has a passion for public health, enjoys working with others, and who brings humility and initiative to their work in a public sector work environment. 

Essential Functions:

• Provides technical assistance to users on computer hardware, operating systems, and software.
• Assists users in determining hardware and software needs and performs installation and maintenance configurations.
• Responds to and resolves Help Desk job requests; performs onsite technical assistance and troubleshoots problems for appropriate resolution.
• Records events related to user problems, issues, and service request in the Help Desk system.
• Provides systems testing on projects and upgrades.
• Maintains backups on all networked computers.
• Maintains and trouble shoots computer hardware, operating systems, and software including peripherals.
• Sends and tracks equipment sent out for external repair.
• Installs and configures equipment and software to ensure proper interface with networks. Performs database programming functions as assigned.
• Ensures users have appropriate technology equipment, i.e., computer, cell phones, smart phones, tablets and laptops, phone and wireless systems and features.
• Assigns, sets up and tracks mobile computing devices, cell phones, smart phones, tablets, and laptops.
• May develop materials and conduct training for users. 
• Attends appropriate continuing educational courses and reviews educational material to keep current in latest technology trends. 
• Develops, recommends, and reviews policies, protocols, and procedures for IT operations and activities as assigned. 
• Serves as a resource person for staff; provides quality and appropriate quantity of work in assigned area utilizing resources efficiently. 
• Works both independently and within a collaborative team-oriented environment; contributes openly, respectfully disagrees, seeks to understand the ideas of others, listens well, and works for consensus.
• May serve as a representative on ad hoc committees.
• With the Program Manager and colleagues, works to develop, encourage, and sustain a team-oriented work environment.
• Demonstrates cultural humility and embeds health equity into all aspects of assigned work and associated interactions. 
• Models a Lean Six Sigma organizational culture that promotes the practice of respect for people, openness, trust, safety, transparency, collaborative problem solving, managing with data, in the pursuit of continuous improvement and assurance.
• Accurately completes and submits electronic timecards on a weekly basis.
• Responds to public health emergencies as required.
• Establishes and maintains cooperative, effective working relationships with coworkers, other District employees, and the general public using principles of good customer service.
• Reports for scheduled work with regular, reliable, and punctual attendance. 
• Performs other duties as assigned. 

Work Environment and Physical Demands:

• Work is performed primarily indoors in an office environment, with occasional travel to provide education, attend meetings, conferences, seminars, etc.
• Requires the ability to communicate with others orally, face to face and by telephone. Requires manual and finger dexterity and hand-eye-arm coordination to write and to operate computers and a variety of general office equipment. Requires mobility to accomplish other desktop work, retrieve files, and to move to various District locations. Requires visual acuity to read computer screens, printed materials, and detailed information. Essential duties may involve occasional kneeling, squatting, crouching, stooping, crawling, standing, bending, climbing (to stack, store or retrieve supplies or various office equipment). 
• May occasionally be required to work a varying schedule which may include evenings and weekends. 
• Frequently required to perform work in confidence and under pressure for deadlines, and to maintain professional composure and tact, patience, and courtesy at all times.
• The environment is dynamic and constantly changing, resulting in continually re-evaluating and shifting priorities.
• Requires the ability to lift and/or carry objects and materials weighing up to ten pounds. Rarely, the incumbent in this position may be required to lift and/or carry objects and materials weighing up to one hundred pounds.
• May be required to stay at or return to work during public health incidents and/or emergencies to perform duties specific to this classification or to perform other duties as requested in an assigned response position. This may require working a non-traditional work schedule or working outside normal assigned duties during the incident and/or emergency.

Education and Experience:

• Two years of experience in the information technology area of assignment.
• One year of course work in information technology, management information systems, computer science, or a related field is required.
• A Bachelor’s degree is preferred.  OR
• Alternatively, an equivalent combination of education, experience and professional certification may be qualifying, provided the individual's background demonstrates the knowledge, skills and abilities required for the position.
• Candidates will be placed on the appropriate salary range of ITS 1 or 2, based on qualifications, education, and related experience.  Salary amounts are for 2024.  2025 increases have yet to be established or approved. 

Licenses, Certificates, and Other Requirements:

• Performance of job duties requires driving on an occasional basis, a valid Washington State driver’s license, and proof of appropriate auto insurance. Use of a personal vehicle is required when a District fleet vehicle is not available for use.

To view the job announcement and to submit the required electronic application, please visit the Careers section of our website at kitsappublichealth.org or visit GovernmentJobs.com.