Technical Support 3 - Dallas Area Rapid Transit

General Summary:

The Technical Support 3 role ensures smooth computer operations, enabling end-users to perform their business tasks efficiently. The incumbent will receive, prioritize, document, and resolve end-user incidents and catalog requests. This role involves escalating incidents when necessary to meet SLA expectations and using the Service Now toolset for incident logging and resolution, which may require in-person, hands-on assistance at the desktop level.

The position also involves implementing desktop application enhancements to improve workstation reliability and performance. The individual will participate in technical research to foster ongoing innovation within the Technical Support team and ensure that operating systems, applications, and related procedures comply with organizational policies. Additionally, the incumbent is expected to provide expertise and leadership to less experienced team members.

Essential Duties and Responsibilities:

• Technical Support 3: Provide advanced support for the Technical Support team, addressing and resolving technical issues related to computer software and hardware for internal clients. Assist with escalated issues beyond level 3.
• Leadership: Lead and mentor less experienced team members in daily operations and customer relationship management. Provide white-glove support to executives and board members. Attend and support all Board meetings, providing technical support to Board Members as needed.
• Installation and Maintenance: Install desktops, laptops, printers, scanners, monitors, and other workstation devices. Create and maintain hardware drivers and a golden image.
• Escalation Point: As the highest-level escalation point for junior positions, responding to incidents not resolved by Technical Support 1 or Technical Support 2 teams.
• Incident Management: Prioritize and triage incidents, service catalog requests, and problem tickets, ensuring proper closure codes are used.
• Hands-on Support: Provide level 3 troubleshooting for technology-related issues, including in-house software, hardware (e.g., mobile devices, laptops, desktops, printers), and conference room equipment.
• End-User Assistance: Assist end-users with the installation, configuration, and ongoing usability of Windows, Linux, and Macintosh computers and peripherals. Configure mobile devices, peripherals, and software within established standards.
• Incident Management: Add action items to incident or service catalog records and link similar incidents to create problem tickets for resolution.
• System Integration: Ensure desktop computers interconnect seamlessly with diverse systems, including validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• System Upgrades: Recommend and perform system upgrades to ensure longevity and optimal performance.
• Customer Support: Provide escalated customer-facing support services and remote assistance, adhering to ITIL service management principles.
• Inventory Management: Maintain inventory and asset records.
• Scripting: Create all PowerShell scripts within the Service Desk environment.
• Performs other related duties as assigned.

Minimum Knowledge, Skills, and Abilities Required:

Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

• Associate degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field.
• Three (3) years of experience in a desktop support role or related environment.
• Must have a current CompTIA A+ certification obtained within the last 3-years.
• Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate preferred.
• Valid Texas Class A, B, or C driver's license, no Driving While Intoxicated (DWI) conviction within the last sixty (60) consecutive months, not more than one (1) DWI on driving record, and not more than three (3) convictions of moving violations within the last thirty-six (36) months to operate DART non-revenue vehicles or drive in the course and scope of the job.
• Proficiency in PC software applications, including Microsoft Office or other related software applications.
• High proficiency with Windows OS, MAC OS, IOS, Android OS, and the Microsoft Office 365 line of products.
• Pass a physical (medical) examination that includes a drug screen to operate DART non-revenue vehicles and be able to lift 50 pounds.
• Must be able to work variable hours, including emergency responses to outages.
• Must be able to perform work from remote locations as needed.
• Must be able to work in an on-call rotation.
• Must maintain all certification(s) required for this position.
• Ability to effectively communicate both orally and in writing with the public, coworkers, management, and DART Board.
• Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it to improve products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Ability to use his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Gets more done in less time than others. Can attend a broader range of activities.
• Ability to enjoy working hard. Is action-oriented and full of energy for the things he/she sees as challenging. Not fearful of acting with a minimum of planning. Seizes more opportunities than others.
• Ability to use rigorous logic and methods to solve complex problems with practical solutions. Can see hidden problems. Excellent at honest analysis. Looks beyond the obvious and does not stop at the first answer.
• Ability to relate well to all kinds of people, up, down, and sideways, inside and outside the organization. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably.

Working Conditions:

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

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