IT Support Specialist

2 weeks ago

Des Moines, United States DART Full time

The Des Moines Area Regional Transit Authority (DART) is seeking an IT Support Specialist to join our team. The IT Support Specialist assists end users in resolving hardware and software issues by fielding helpdesk requests, diagnosing problems, and performing troubleshooting activities to resolve the issue. The IT Support Specialist will provision new users and computers and provide end user onboard training on technology solutions. This individual will be responsible for providing excellent customer service to users and customers. Essential Functions of this Position: + Provide direct, timely and courteous support for technology end users and track resolution of their technology requests using DART’s central ticketing system and within agreed upon SLAs. + Assist IT staff with implementation, upgrades, and support of new or existing software and hardware per the direction of the Network Administrator or Information Technology Director + Assist with the deployment, monitoring, maintenance, troubleshooting, and support of IT systems, including PCs, operating systems, hardware, software, and peripherals. + Provision new user accounts and computers and complete a comprehensive on-boarding process for new employees. + Aid in the documentation of all core systems configurations, processes, procedures, and system access requirements. + Actively maintain adequate inventories of computer peripherals in conjunction with the procurement department Additional Responsibilities of this Position: + In conjunction with the Network Administrator, work with stakeholders to identify business needs, and develop technological solutions to meet those needs. + Aid in training activities for end users. + Participate in monthly patching weekends and after hours support as requested. + Participate in a 24x7 on call rotation with fellow IT staff members. Education and/or Experience: + Associate's degree from an accredited university or college with major coursework in Computer Science or Management Information Systems OR equivalent experience + Previous IT specific experience preferred. + Technical certifications preferred (Microsoft, CompTIA, Cisco, etc.) Knowledge, Skills, Abilities and Competencies: Knowledge of: Windows Client OS, Active Directory, Windows Server OS, problem troubleshooting processes Skill or Ability to: Provide exceptional customer service to staff; prioritize and execute tasks; communicate clearly with users and stakeholders; be a self-starter with ability to work as part of a team or individually; solve technical issues in a timely fashion; maintain network security; ensure confidentiality and integrity of company data; manage simultaneous activities with competing priorities Competency to: Champion customer needs; communicate effectively; efficiently organize and balance tasks and priorities; solve complex problems Supervisor Responsibilities: This position has no supervisory responsibility. Physical Demands: Predominantly operates in an office environment. Some periods of time may be spent in server rooms and buses for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of computer equipment. Work Environment: Work is performed in a general office environment and at times may require work on buses, as well as traveling between DART locations. Hours will be 8am-5pm (Monday-Friday). Disclaimer: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the position. While this list is intended to be an accurate reflection of the current position, DART reserves the right to revise the functions and duties of the position, or to require that additional or different tasks be performed when circumstances change (e.g., emergencies, staff shortages, workload changes, rush jobs, or technological developments).

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