Senior IT Support Technician

GENERAL SUMMARY

Responsible for providing a single point of contact for all technology related issues and user hardware/software systems while providing exceptional customer service; including troubleshooting, installing, and resolving issues, and the setup up of new users and computers. The Senior IT Support Technician provides advanced support options for end users and serves as the first point of escalation for trouble tickets as needed. This person also manages the helpdesk reporting software including system configuration, maintenance, training, and reporting.

The Senior IT Support Technician is a subject matter expert for IT systems and provides training and support for team members. Additionally, the Senior Tech acts as the liaison between the support team and the network and application team members and works closely with all IT team members as needed to resolve issues.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Responds to and prioritizes user questions/problems transmitted to the help desk via telephone, email, or in person. Manages issue escalation.
• Administers the Microsoft 365 application environment and provides end-user support for Microsoft Windows, Office, and various other Windows based applications.
• Troubleshoots, installs, moves, and sets-up various hardware such as monitors, printers, fax machines, laptops, PCs, phones, keyboards, mice, projectors, and any other peripheral equipment.
• Manages the move/add/change process for IT accounts and equipment.
• Logs and tracks support issues and provides reports identifying significant issues or trends for further evaluation.
• Ensures security is maintained of all user systems; communicates and enforces user standards and policies.
• Maintains asset management, inventory, and device tracking.
• Configures, installs, and troubleshoots various software used throughout the organization including Microsoft 365, Scheduling Applications, CAD/AVL, Finance, Payroll, HR, and Maintenance systems.
• Performs necessary hardware/software installations and upgrades.
• Assists with capital projects, major system upgrades, and other I.T. related projects.
• Continually updates skills, knowledge, and technical certifications relative to the position as needed.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Job has no responsibility for the direction or supervision of others.

FISCAL RESPONSIBILITY

• Position has no fiscal responsibility.

MINIMUM QUALIFICATIONS

Required Education and Experience

• At least two years of relevant college-level course work or an associate degree from an accredited college or university in Information Technology or a related field
• One (1) to three (3) years of related work experience with supporting end users and troubleshooting technological issues
• An equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities may be considered.

Required Licenses or Certifications

• None

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• English grammar, spelling, and punctuation
• Principles and practices of basic bookkeeping
• Modern office procedures, methods, and computer equipment
• Various hardware/software systems including Dell/EMC, HP, Microsoft, Hastus, Infor, Hexagon, TransitMaster, Trapeze, GFI, Mitel, and Service Desk Plus.
• Project management principles
• Demonstration of advanced experience, training, or certification with LAN/WAN networks, DHCP, DNS, IP Routing, Active Directory, Desktop Support, and Mobile Device Support, and Microsoft 365.
• Working familiarity or certification in the following areas is preferable but not required:
• COMPTIA Certifications: A+, Net+, Security+
• ITILv3 Foundation Certification
• Microsoft SharePoint
• VMWare
• Apple OS/iOS
• Unified Communications Systems (VoIP)
• Mobile Device Management (SOTI, Airwatch, XenMobile, Intune, etc.)

Skill in:

• Troubleshooting
• Training
• Advanced expertise in resolving complex technical issues; demonstration of advanced experience managing and escalating service requests.
• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
• Performing a variety of duties, often changing from one task to another of a different nature
• Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios
• Customer service
• Oral and written communication

Ability to:

• Meet schedules and deadlines of the work
• Accurately organize and maintain paper documents and electronic files
• Maintain the confidentiality of information and professional boundaries
• Be resourceful and work independently
• Resolve Help Desk tickets in a timely fashion
• Provide advanced support for escalated Help Desk tickets
• Manage and track tickets for trends
• Understand and carry out oral and written directions

POSITION TYPE AND EXPECTED HOURS OF WORK

• May work in a normal office environment. Will sometimes be required to work and/or attend meetings or events in public and at all RideKC locations.
• Monday through Friday 8am until 5pm
• Occasional abnormal hours are expected and required for specific events and to reach all employees.
• Subject to on-call status and must be willing to work flexible hours, including night and weekend work as required to support a 24/7 critical operations environment.

TRAVEL

• Occasional travel within the metropolitan area may be required.

WORKING CONDITIONS & PHYSICAL DEMANDS

• This position is relatively free from unpleasant environmental conditions or hazards and requires medium physical effort. Incumbents may be required to exert up to 35 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK AUTHORIZATION/SECURITY CLEARANCE (IF APPLICABLE)

EEO STATEMENT

• KCATA is an equal opportunity employer.