IT Specialist

Shall operate onsite to support transit operations and serve as a technology liaison between the contractor and the city.

Responsibilities

• Provide support for basic incident resolution, troubleshooting, remove & replace, and requests reported by staff.
• Perform initial assessment, triage, research, exchange, root cause analysis, and resolution of basic incidents and requests regarding approved software, hardware, and computer equipment.
• Collect information through customer conversations, analytics, support tools, and additional support staff as needed.
• Escalate problems beyond scope of ability or responsibility by engaging other service resources in a timely manner.
• Possess experience and expertise to perform Information Technology Administrator functions, including administrator-level permissions for desktops, servers, networks, and other systems.
• Provide telephone, email, chat, and local support for end users, technology on vehicles, and technology on the property.
• Log all incidents and requests, and engage service desk resources or appropriate service resources for incidents beyond scope.
• Create a positive customer support experience with timely resolution or escalation and professional attitude.
• Serve as a single point of contact for employees requesting technology assistance.
• Analyze and resolve incidents and requests regarding application software or hardware.
• Log and track incidents and requests from identification through resolution.
• Document resolutions and update customer-facing and IT staff knowledge bases.
• Grow general knowledge of current division products to increase first-contact resolution ability.
• Provide after-hours and on-call support as required.
• Travel to local sites during the day to assist users with IT issues.
• Perform other duties as assigned.

Requirements

• 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 and problem-solving skills.
• Competency with Microsoft Office Suite and Microsoft Windows 10/11.
• Ability to communicate with all levels of management and company personnel.
• Ability to multi-task while engaging customers, including speaking with customers and entering information into incident forms or chat sessions concurrently.
• Clear and distinct telephone speaking voice with good verbal and writing skills.
• General knowledge of network/LAN, file and print servers, and printers.
• Two (2) or more years of Service Desk, Call Center, or technology troubleshooting experience.
• Able to upskill knowledge of transportation systems and hardware.

Qualifications

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, including on-vehicle technology such as Mobile Data Terminals, radios, security cameras, safety-triggered cameras, pre-trip and post-trip systems, annunciators, and automatic passenger counters.
• A+ or Network+ Certification.
• Microsoft Certifications.
• HASTUS experience.