IT Support Technician - The Rapid

The Rapid is looking for an IT Support Technician to join our team!

Where public transportation goes, community grows.

If you are ready for a career where every day you are making a positive impact on our community, then it is time you explored The Rapid! The Rapid is a transportation organization headquartered in Grand Rapids, MI. We serve the following communities: Grand Rapids, East Grand Rapids, Grandville, Kentwood, Walker, and Wyoming.

Primary responsibilities include supporting end-user technical hardware or software issues, monitoring the help desk system, managing user accounts, and assisting the IT Team in various other tasks or projects to ensure all the technical needs of the organization are met and operating efficiently. Document all issues, resolutions, and procedures necessary for help desk ticket completion, internal processes, and unique software configuration.

The IT Support Technician must possess excellent customer service, communication, and problem-solving skills as well as a strong attention to detail. Must have a general working knowledge of computer-related hardware, software installation procedures, and Microsoft Windows operating systems. This position should be able to work well with minimal supervision and manage multiple priorities in a fast-paced, operations focused, team environment.

Here's what you can look forward to as a valued member of our team:

• Salary Range: $42,131.12-$48,872.09
• Health Insurance - We offer three medical plan options through Priority Health for you and your spouse, and/or children. A Health Savings Account with an employer contribution and match is available with our High Deductible Health Plan!
• Dental Insurance - The Rapid offers two dental options through BCBSM, including orthodontic coverage.
• Vision Insurance - Is offered through BCBSM, utilizing the VSP network.
• Retirement Contribution - We understand the importance of secure financial planning. You are eligible to participate in a 457 Retirement Saving plan on your first day. We offer an employer matching program!
• Life Insurance and Short-Term Disability -Benefit from basic life and AD&D Insurance and short-term disability provided by The Rapid.
• Wellbeing and Fitness - We care about your overall wellbeing. We provide an employee assistance program. You can enjoy our onsite fitness center and gym membership reimbursement.
• Explore your community - Your employee badge is your ticket (and your eligible dependents) to riding The Rapid for FREE!
• Vacation - Your vacation time accrues at 8 hours per month and Sick time accrues at 6 hours per month.

What will you be doing in this role:

• Manage the help desk system by monitoring submitted tickets, providing end-user support while documenting issues and resolution, and escalating tickets to IT staff as needed.
• Monitor the help desk phone line, provide support as required, and add new tickets in the help desk system to document and track issues and requests.
• Install, configure, and repair computer hardware, printers, and related IT equipment.
• Configure new user accounts and manage existing user accounts and access.
• Work with vendors to install new software or release updates on computers or servers and educate users on new software releases or changes.
• Analyze software support processes to suggest improvements.
• Monitor and manage software license usage and compliance.
• Maintain IT hardware and software inventory lists.
• Document IT process and procedures as required.
• Assist in administration of the phone system including hardware, software, system configuration, and related services.
• Assist in supporting processes for system backups and disaster recovery.
• Ability to work well in a team environment and communicate effectively and professionally.
• Perform additional duties as assigned.

To be successful in this role you will need:

Education: Associate's degree in computer science, Information Technology, or other related field from an accredited college or university OR equivalent experience below.

Experience: At least 12 months of customer support experience and a demonstrated working knowledge of general computer hardware, software installation procedures, Microsoft Windows operating systems. A+ certification preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

The Rapid is an EEO Employer. Minorities, veterans, and women are encouraged to apply. The Rapid is committed to employing people with disabilities and making reasonable accommodations for them. Let our recruiter know if you need an to request an accommodation at any point during the application/interview process.