SVC Desk Support Agent

MARTA • Atlanta, GA

5d

About The Position

Serves as the first point of contact for MARTA end users seeking support with desktop hardware and MARTA applications. Uses established support procedures and troubleshooting tools, and is expected to resolve issues on 80% of incoming customer phone calls. Provides basic troubleshooting for printers, personal computers, workstations, Windows-based systems, time clocks, and MARTA networks, as well as basic system troubleshooting and navigation of MARTA-specific applications. Creates an Altiris ticket for every user-reported event and follows up to ensure each event is closed. Performs troubleshooting and support tasks assigned by more senior Technology Support Center staff and escalates issues appropriately.

The position requires an associate degree in Information Technology or a related field and two years of technical Help Desk experience. Experience may substitute for education on a year-for-year basis. Knowledge of intranet navigation, strong verbal and written communication, customer service skills, and the ability to identify and resolve issues involving personal computer hardware and attached devices such as printers and scanners are required.

Requirements

• Associate degree in Information Technology or a related field, or equivalent experience substituted year for year.
• Two years of technical Help Desk experience.
• Knowledge of intranet navigation processes.
• Excellent verbal and written communication skills.
• Customer service and support skills.
• Ability to identify and solve problems involving personal computer hardware components and attachments such as printers and scanners.

Responsibilities

• Provide courteous customer support, acknowledge callers by name, understand their environment, use phone scripts, empathize with their situation, and qualify their issues.
• Serve as the first point of contact for end-user support involving desktop hardware and MARTA applications, resolving issues on 80% of incoming customer calls.
• Provide basic hardware troubleshooting for printers, personal computers, workstations, Windows-based systems, time clocks, and MARTA networks; troubleshoot systems and navigate MARTA-specific applications.
• Perform basic network troubleshooting to determine network availability or identify outages.
• Complete troubleshooting tasks assigned by more senior Technology Support Center staff and escalate problems or issues as appropriate.
• Initiate an Altiris ticket for every user-reported event and follow up to ensure closure.
• Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree