JOB SUMMARY

The IT Help Desk Technician is a technology professional who provides technical support and assistance to customers, whether in phone, in person, or with remote tools for Rock Region METRO. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with.

KEY SUCCESS FACTORS

• Professional, knowledgeable, and friendly representation of METRO
• Timely answering of all incoming requests
• Serves as the first point of contact for customers seeking technical assistance.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Successful, thorough resolution of customer problems
• Determining the best solution based on the issue and details provided by customers.
• Ability to work in a fast-paced setting, process work rapidly, set priorities and work under pressure, all while maintaining accuracy of work and completion of assigned tasks with limited supervision
• Ability to establish and maintain effective relationships with coworkers, customers, and external organization representatives.

QUALIFICATIONS:

• Associates degree in IT, Certifications, or relevant field with 1+ year experience.
• Tech savvy with working knowledge of office automation products, databases, and remote control.
• Ability to quickly learn new software systems.
• Familiarity with how to trouble-shoot technology-related problems.
• Previous help desk or customer support experience.
• Skilled in determining when a situation requires escalation.
• Ability to work in a fast-paced setting, process work rapidly, set priorities and work under pressure, all while maintaining accuracy of work and completion of assigned tasks with limited supervision.
• Ability to establish and maintain effective relationships with coworkers, customers, and external organization representatives.
• A valid driver’s license.

KNOWLEDGE & SKILLS

• Knowledge of Rock Region METRO’s mission and operations.
• Knowledge of basic computing skills and customer service software.
• Ability to work independently within a collaborative environment and support coworkers when needed.
• Ability to prioritize tasks in a high-call-volume, ever-changing, fast-paced environment.
• Ability to immediately respond to directions.
• Ability to lend an empathetic ear, combined with an agency perspective.
• Ability to maintain a calm, polite demeanor when speaking to disgruntled customers.
• Ability to submit complete, accurate and timely reports.
• Strong problem-solving and analytical skills.
• Skilled in professional, tactful, and diplomatic interpersonal communication.
• Excellent verbal communication and listening.
• Skilled in reasoning.
• Skilled in demonstrating compassion for others.
• Ability to work on-call, or weekend availability as needed.

• Demonstrates strong technical knowledge and troubleshooting skills.
• Communicates effectively to understand the problem and explain its solution.
• Customer oriented and patient to deal with difficulties.
• Document incidents, requests and resolutions using a helpdesk ticketing system.
• Troubleshoot desktops, laptops, mobile devices, printers, and other peripheral equipment.
• Escalate unresolved issues for higher-level support or system administrators.
• Create and maintain manuals for technical documentation and training guides.
• Identify and recommend improvements to IT support procedures.
• Set up and configure new user accounts, workstations and peripherals.
• Perform basic administration of active directory and Office 365.
• Manage user accounts for applications.
• Must be able to lift up to 25 lbs, crawl under desks, and remain seated for extended periods.