Technical Support 3

DART (Dallas Area Rapid Transit)•Village of Rib Mountain, WI

1d•$58,000 - $95,700

About The Position

The Technical Support 3 role ensures smooth computer operations so end-users can perform their business tasks efficiently. The incumbent receives, prioritizes, documents, and resolves end-user incidents and service catalog requests, escalating incidents when necessary to meet SLA expectations. The role uses the ServiceNow toolset for incident logging and resolution and may require in-person, hands-on desktop assistance. The position implements desktop application enhancements to improve workstation reliability and performance, participates in technical research to support ongoing innovation, and ensures operating systems, applications, and related procedures comply with organizational policies. The incumbent also provides expertise and leadership to less experienced team members, including white-glove support for executives and board members and technical support during Board meetings. The role provides advanced and escalated support for software, hardware, mobile devices, peripherals, and conference room equipment; installs and maintains workstations and related devices; and helps users with Windows, Linux, and Macintosh computers. Additional duties include maintaining hardware drivers and a golden image, recommending and performing system upgrades, maintaining inventory and asset records, creating PowerShell scripts within the Service Desk environment, and supporting system integration and remote users. The position may require variable hours, emergency outage responses, and participation in an on-call rotation.

Requirements

Associate degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field; an equivalent combination of related education and experience may substitute, excluding the stated high school diploma, GED, license, and certification requirements.
Three years of experience in a desktop support role or related environment.
Current CompTIA A+ certification obtained within the last three years, and maintenance of all certifications required for the position.
Proficiency in PC software applications, including Microsoft Office or related applications.
High proficiency with Windows OS, Mac OS, iOS, Android OS, and Microsoft Office 365 products.
Valid Texas Class A, B, or C driver's license and driving record meeting the stated DWI and moving-violation limits to operate DART non-revenue vehicles or drive in the course and scope of the job.
Pass a physical medical examination that includes a drug screen to operate DART non-revenue vehicles.
Ability to lift 50 pounds.
Ability to work variable hours, respond to emergencies involving outages, work remotely as needed, and participate in an on-call rotation.
Ability to communicate effectively orally and in writing with the public, coworkers, management, and the DART Board.
Ability to meet customer expectations, use customer feedback to improve products and services, and build trust and effective customer relationships.
Ability to use time effectively, prioritize important work, and work efficiently.
Ability to take action, work energetically on challenging tasks, and seize opportunities.
Ability to apply rigorous logic and methods to solve complex problems and identify less-obvious issues.
Ability to relate well to people across and outside the organization, build constructive relationships, use diplomacy and tact, and defuse tense situations.

Nice To Haves

Microsoft Office Specialist (MOS) certification.
Microsoft Modern Desktop Admin Associate certification.

Responsibilities

Provide advanced technical support and resolve software and hardware issues for internal clients, including escalated issues beyond level 3.
Lead and mentor less experienced team members in daily operations and customer relationship management.
Provide white-glove support to executives and board members and support Board meetings as needed.
Install desktops, laptops, printers, scanners, monitors, and other workstation devices; create and maintain hardware drivers and a golden image.
Serve as the highest-level escalation point for issues unresolved by Technical Support 1 or Technical Support 2 teams.
Prioritize and triage incidents, service catalog requests, and problem tickets, and ensure appropriate closure codes are used.
Provide level 3 troubleshooting for in-house software, mobile devices, laptops, desktops, printers, and conference room equipment.
Assist end-users with installation, configuration, and ongoing use of Windows, Linux, and Macintosh computers and peripherals.
Configure mobile devices, peripherals, and software within established standards.
Add action items to incident or service catalog records and link similar incidents to create problem tickets for resolution.
Ensure desktop computers interconnect with validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
Recommend and perform system upgrades to support longevity and optimal performance.
Provide escalated customer-facing support and remote assistance in accordance with ITIL service management principles.
Maintain inventory and asset records.
Create PowerShell scripts within the Service Desk environment.
Work variable hours, respond to outages when needed, participate in an on-call rotation, and perform work from remote locations as needed.
Perform other related duties as assigned.