Support responsibilities include software installation, and configurations. The IT Specialist performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the candidate troubleshoots printer, computer, and peripheral incidents, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software. Additionally, the IT Specialist gets involved with specific technologies related to the operation of a transit authority, including but not limited to technology deployed in the garage, on the bus and at transit centers.

POSITION QUALIFICATIONS

Competency Statement(s)

• Communications - Excellent verbal, writing and non-verbal skills-.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations-.
• Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources-.
• Proficiency - Able to multi-task, plan and measure results, create and analyze data, excellent computer skills, accuracy and attention to detail.

Education

• Associates Degree in an IT field or equivalent required, Bachelor preferred-. Certifications in ITIL, Microsoft based technologies, A+, and networking a plus-.

Experience

• 3 year experience in IT support preferred

SKILLS & ABILITIES

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• Strong PC and hardware troubleshooting skills

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• Good customer service skills

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• Can communicate clearly and effectively with business end-users

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• Excellent written and verbal communication skills

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• Working knowledge of word processing, spreadsheets, internet, and email

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• Position is full time in a normal office environment. The following attributes are required: ability to sit throughout the course of a business day; ability to walk, crawl, and climb ladders; ability to lift up to 30 lbs. Valid driver’s license, clean driving record, and proof of insurance are all required

WORK ENVIRONMENT

• Office, bus facilities, and other onsite transit locations
  The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

• Diagnose and resolve incidents including PCs, laptops, printers, network equipment, and applications
• Provide first and second level of support on field IT technical problems
• Setup and administration of user accounts
• Deploy new IT equipment including PC’s, laptops, phones and other peripherals (some transit specific)
• Provide advice, assistance and training to end users as needed
• Participate in on-call rotation
• Plan for and apply patches across the desktop environment
• Install software and upgrades on workstations
• Serve as a member of software implementation teams
• Ability to work in compliance with Metro’s safety and security policies.
• Assist in the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department, and organization accomplishments
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran
• Have the ability to work in compliance with Metro’s safety and security policies
• Perform other duties as assigned