Job Description

Interested applicants should submit a cover letter, resume, and a completed application. 

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.

ESSENTIAL FUNCTIONS

• 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.

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.

DIRECT REPORTS

• None

SALARY

Starting $16.83-$21.63 per hour

 

BENEFITS

Eligible for employer paid health insurance, dental insurance, vision insurance, employer paid life and disability insurance, paid sick, paid vacation, paid holidays, 457(b) deferred compensation.

EMPLOYER STATEMENT

METRO is firmly committed to a policy of equal employment opportunity and will administer its candidate evaluation and hiring, personnel policies, and conduct employment practices in a manner that results in treatment based upon merit, experience, and other work-related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.

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