IT Specialist

Overview

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The IT Specialist
provides support for basic incident resolution, troubleshooting, remove & replace and requests reported by the staff. Responsibilities include initial assessment, triage, research, exchange, root cause, and resolution of basic incidents and requests regarding the use of approved software products, hardware, and computer equipment. The IT Coordinator is responsible for collecting information through a customer conversation, analytics, accessing support tools, and additional support staff if needed.

Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources as needed.

Responsibilities:

• Shall operate onsite to support transit operations and serve as a technology liaison between the CONTRACTOR and the CITY.
• Shall possess the experience and expertise necessary to perform Information Technology Administrator functions and shall have the capability to provide administrator-level permissions for desktops, servers, networks, and other systems required to support the CITY’s technology needs.
• Provides telephone, email, chat, and local support for end users, technology on the vehicles, and technology on the property.
• Address and resolve basic incidents and requests; logs all incidents and requests, engages service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience, ensuring timely resolution or escalation, handling customers with a professional attitude.
• Provides a single point of contact for MV employees requesting technology assistance.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Documents resolutions and updates the customer facing and IT staff knowledge bases.
• Grows general knowledge of current division products increasing ability to resolve requests on first contact.
• Provides after hours and on-call support as required.
• Travel to local sites during the day to assist users with IT issues.
• Performs other duties as assigned.

Talent Requirements:

Required:

• Shall have a minimum of three (3) years of information technology experience, within the past five (5) years, supporting applications, networks, servers, and desktops for a transit property or operation of comparable size and scope.
• Ability to learn customer support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.
• Competency with Microsoft Office Suite.
• Competency with Microsoft Windows 10/11
• Ability to communicate with all levels of management and company personnel.
• Ability to multi-task while engaging customers. Must be able to speak with customers and enter information into incident forms or chat sessions concurrently.
• Clear and distinct telephone speaking voice.
• Good verbal and writing skills.
• General knowledge of network/LAN, file and print servers, printers.
• Ability to learn customer support processes and techniques.
• General knowledge of network/LAN, file and print servers, printers.
• Two (2) + years of Service Desk, Call Center, or technology troubleshooting experience
• Able to upskill knowledge of Transportation systems and hardware.

Preferred:

• Experience with software and hardware prevalent in the fixed route industry including but not limited to Trapeze and Spare.
• Experience in transit related systems to include on vehicle technology such as Mobile Data Terminals, radios, Security cameras, Safety…