Support Center Specialist II

METRO • Houston, TX

3d

About The Position

Responds to telephone calls in a call center environment to assist customers experiencing procedural or operating difficulty with the use of IT applications, products or services. Identifies, researches, and resolves basic to moderate technical problems. Utilizes an incident management system to document, track and monitor reported problems to ensure an effective solution is provided to the user. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed. Provides on-call and after hours on-call on a rotating schedule. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Requirements

• High School Diploma or GED is required.
• Minimum two (2) years of experience in a technical support environment.
• Experience in troubleshooting Windows, Microsoft Office products, printers, desktop applications.
• Proficient knowledge and hands-on experience with an incident management system to track and resolve issues.
• A valid Texas Driver’s License (TDL) is required and must meet METRO’s motor vehicle records requirements.
• Must be able to learn and support new and quickly changing technologies.
• Ability to research solutions or information regarding technical issues.
• Familiarity with wide range of standard office automation products.
• Excellent interpersonal, customer service and detail oriented skills with the ability to work well under pressure.
• Must be able to pass a criminal background check to be cleared to work in a public safety environment with access to Criminal Justice Information Services (CJIS) data.

Nice To Haves

• Bachelor’s degree in Computer Science or related degree preferred.
• CompTIA A+ Certification or equivalent alternative certification (Cisco, Microsoft) preferred.

Responsibilities

• Provides support for information technology (IT) products and services. Support may include answering questions, troubleshooting problems, teaching/instructing customers regarding software or hardware functionality and communicating policy to all levels of the organization effectively, professionally, and respectfully.
• Researches and troubleshoots technical issues in the most effective manner and verifies that suggested solutions effectively resolved users’ problems through verbal or email follow-up.
• Reports significant or recurring issues to higher level support teams for further action.
• Records required customer and problem information in the IT Service Management System.
• Updates tickets with appropriate journal entries of activities and closes tickets with complete description of resolution.
• Resolves basic to moderate work orders and elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Works on related projects as assigned by manager.Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED