Service Desk I

DART (Dallas Area Rapid Transit)•Headquarters, KY

22h•$45,000 - $74,250

About The Position

The Service Desk Level I is an entry-level Technology position. The role is to ensure proper computer operations so that end-users can carry out business tasks. The incumbent will receive, prioritize, document, and actively resolve end-user incidents and catalog requests. The role is responsible for escalating incidents when considered appropriate and necessary to keep SLA expectations. Incident logging and resolution will involve using the Service Now toolset and require in-person, hands-on assistance at the desktop level.

Requirements

Associates degree from an accredited college or university in Computer Science, Information Technology, Business Administration or related field.
Six (6) months of experience in a desktop support role or related environment.
Must type 25 WPM with 80% accuracy for recording incident information into a ticketing system.
Has basic working knowledge and proficiency with Windows OS, MS Office, and Service Now.
Proficiency in PC software applications to include Microsoft Office or other related software applications.
Must be able to work variable hours, to include emergency responses to outages.
Must be able to perform work from remote locations as needed.
Must be able to work in an on-call rotation.
Must maintain all certification(s) required for this position.
Valid Texas Class A, B, or C drivers license, no Driving While Intoxicated (DWI) conviction within the last sixty (60) consecutive months, not more than one (1) DWI on driving record, and not more than three (3) convictions of moving violations within the last thirty-six (36) months in order to operate DART non-revenue vehicles or drive in the course and scope of job.
Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles, and the ability to lift 50 pounds.
Ability to be dedicated to meeting the expectations and requirements of internal and external customers.
Gets first-hand customer information and uses it for improvements in products and services.
Acts with customers in mind.
Establishes and maintains effective relationships with customers and gains their trust and respect.
Ability to use his/her time effectively and efficiently.
Values time.
Concentrates his/her efforts on the more important priorities.
Gets more done in less time than others.
Can attend a broader range of activities.
Ability to enjoy working hard.
Is action-oriented and full of energy for the things he/she sees as challenging.
Not fearful of acting with a minimum of planning.
Seizes more opportunities than others.
Ability to use rigorous logic and methods to solve difficult problems with effective solutions.
Can see hidden problems.
Is excellent at honest analysis.
Looks beyond the obvious and does not stop at the first answers.
Ability to use rigorous logic and methods to solve difficult problems with effective solutions.
Can see hidden problems.
Is excellent at honest analysis.
Looks beyond the obvious and does not stop at the first answers.
Ability to relate well to all kinds of people, up, down, and sideways, inside and outside the organization.
Builds appropriate rapport.
Builds constructive and effective relationships.
Uses diplomacy and tact.
Can diffuse even high-tension situations comfortably.

Nice To Haves

CompTIA A+ certification (preferred) or be willing to obtain within five months of employment.
Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate (preferred).

Responsibilities

Provides Tier 1 support for the service desk.
Addresses and resolves technical issues with internal clients revolving topics related to computer software and hardware.
Installs desktop, laptop, printers, scanners, monitors and all devices related to a workstation.
Acts as a single point of contact for phone calls and emails from staff regarding Technology issues and queries.
Receives, logs and manage calls from internal staff via telephone, and ServiceNow incident tracking system.
Utilizes knowledge database and track changes.
First line support - troubleshooting of Technology related problems from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
Troubleshoots basic wired and wirelss network issues.
Escalates unresolved calls to the Tier-II support team.
Take ownership of user problems and follow the status of problems on behalf of the user and communicate progress promptly.
Maintains a high degree of customer service for all support queries and adheres to all ITIL service management principles.
Provide 5-star customer service and meet Agency service level agreements (SLA).
Perform other related duties as assigned.