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Information Technology Support Coordinator

2 months ago

Lewisville, United States Denton County Transportation Authority Full time
Description

PURPOSE OF JOB

The IT Support Coordinator is responsible for providing support and guidance to users experiencing technical issues

relating to computer hardware, software, peripherals, and mobile devices. This position will also support onboard vehicle technology and other operating technology as needed. Reporting to the Senior Information Technology Manager, this individual will serve as the first level of response to all user issues and works in tandem with the Systems Administrator to deliver a high-quality user experience.

ESSENTIAL FUNCTIONS
  • Responsible for deployment, configuration, and troubleshooting of workstation hardware, mobile devices, and other IT peripherals such as printers, scanners, etc.
  • Responsible for end-to-end problem ownership, resolution and communication with employees and other stakeholders.
  • Responsible for the onboarding experience of new hires, including equipment setup, and adherence of DCTA information technology policies.
  • Maintains an accurate software application inventory across DCTA IT assets
  • Monitors and responds to IT support tickets as first level of support and escalates as necessary.
  • Research and troubleshooting of workstation related problems to determine root cause and implement permanent solutions.
  • Support on-board vehicle technology throughout DCTA's transit fleet, including tablets and CAD/AVL technology
  • Manages and updates inventory of all DCTA information technology end user assets.
  • Manages Users and Computer Objects in Active Directory in a hybrid environment.
  • Works with Systems Administrator to maintain Office 365/AzureAD environment including mailboxes, groups and permissions.
  • Active implementation, monitoring, and enforcement of DCTA's IT security policies on an end user level.
  • Work in tandem with software and hardware vendors to resolve both end user and backend technical issues.
  • Stays current on information technology trends and provides innovative ideas to fellow IT members in a collaborative environment
  • Participate in the development and progression of information technology and infrastructure projects
  • Support and train remote workers based on DCTA's remote worker policies.
  • Facilitate end user training on best practices, when necessary.
  • Perform related duties as assigned
Requirements

Required Skills/Abilities:
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Strong analytical and problem-solving skills.
  • Thorough understanding of technology commonly used by clients and employees.
  • Ability to explain technical problems to nontechnical employees.
  • Ability to pick up on technical information quickly; can learn new skills and technical knowledge.
  • Ability to conduct research into hardware and software issues and products as required
  • Provide keen attention to detail.
  • Work within a team-oriented, collaborative environment.
  • Represent DCTA to external organizations and the public professionally.
The ideal candidate will:
  • Possess a positive attitude, and practices good judgement while open to receiving/providing feedback
  • Hold the ability to get along with others, individually and in a large group. Has the desire to care for the organization's well-being and for the co-workers he/she interacts with. Interested in partaking in group development and team building activities
  • Be open to collaborate and work in a team-oriented and helping environment
  • Possess an influential and welcoming communication style
  • Foster a culture that values critical thinking and problem solving; and encourages constructive feedback, engagement, inclusion, and diversity at all levels
EDUCATION AND EXPERIENCE (Any equivalent combination of education and experience)
  • Associate's/Bachelor's Degree from an accredited college or university with major course work in technology, communications, or other related discipline is preferred.
  • Two (2) years of functional experience supporting users in an enterprise environment.
  • Experience in configuring and supporting mobile devices that run both iOS and Android operating systems and working with mobile applications. Mobile device management software experience preferred.
  • Experience with remote support tools and helpdesk ticketing systems in an enterprise environment is highly preferred.
  • Must hold a current certification from a leading hardware or software manufacturer at the time of hire or must obtain certification within 12 months of hire. Certifications must stay current with industry standards. Example certifications include, but are not limited to CompTIA A+ or Microsoft MCSA/MCITP


Special Requirements: Hold a current valid Texas Driver's License or have the ability to obtain one upon entry into the position. CDL preferred. Ability to work variable work hours. Available in the event of required emergency response.

PHYSICAL ACTIVITIES: Physical activity includes, but is not limited to: on a continuous basis, sit at a desk for long periods of time; intermittently twist and reach office equipment; write or use keyboard to communicate through written means; lift moderate weight; reaching above the waist, reaching below the waist, and reaching waist to shoulder to reach inventory on shelves; repetitive motion and fingering when using a computer keyboard; talking and hearing when dealing with customers; and observation of transit projects and operations during field work along the right-of-way.