Desktop Support Specialist - Senior

Job OverviewThe Senior Desktop Support Specialist joins the Sheriff's Office Information Technology team. The role supports end users and handles laptop and desktop upgrades and replacements across KCSO precincts, contract cities, and AFIS, resolving initial and escalated problems.Work ScheduleTypical work hours are 40 hours per week, 8:00 AM – 5:00 PM, Monday through Friday. Additional hours or modified schedules may be necessary to respond to workload needs, which may include evenings and weekends. This position is non-exempt and eligible for overtime, including rotating on-call coverage. This is a Civil Service position. Information regarding King County Civil Service Rules can be found at Civil Service Rules.ResponsibilitiesIn-person support to King County Sheriff Deputies and professional staff.Troubleshoot and resolve issues related to desktop and laptop hardware/software, connectivity issues, printers, smartphones, hotspots, and other equipment; escalation to the next level when appropriate.Maintain user and computer accounts in a variety of systems and applications.Create and maintain technical documentation and procedures to improve internal processes.Research and handle escalated or complex issues.Serve as backup technical support for other team members.Provide on-call support on one-week rotations (7–10 weeks per year, 5 pm–7 am weekdays; 24 hrs on weekends/holidays).QualificationsThree plus years of experience providing desktop support with increasing responsibilities.Knowledge of multiple operating systems, networks, hardware, software, peripherals, and protocols – primarily Microsoft Windows and Office 365.Experience utilizing communication tools such as Teams.Experience with scripting languages such as PowerShell.Experience supporting modern authentication methods such as Microsoft MFA.Analytical, problem-solving, conflict resolution, and troubleshooting skills.Experience working with strict change management and approval procedures and the ability to clearly communicate expectations and timelines to all levels of the organization, including chain of command protocols.Excellent oral and written communication skills (technical writing, documentation, training staff, etc.).Ability to adapt and be flexible to the needs of stakeholders and the organization.Demonstrated experience maintaining confidentiality and appropriate dissemination of sensitive information.Effective at providing customer service via remote virtual support to customers.Proven ability to be successful working with challenging customers.Experience with user account management, such as Active Directory.Desired QualificationsDegree in Computer Science or related field, or a combination of education with extensive and progressive work experience.Microsoft Certified Professional (MCP, Microsoft Certified Systems Engineer (MSCE), CompTIA Network+ Certified, or other technical certifications).Previous experience working with law enforcement or government agencies.Experience with iPhone and Android smartphones, Mobile Device Management tools.Experience with MS Defender & Rapid7 security tools.Experience with SCCM/MECM.Equal Employment Opportunity StatementKing County is an Equal Employment Opportunity (EEO) Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.J-18808-Ljbffr