Job Title*: | Desktop Support Analyst | Pay Grade*: | T03/ Starting Salary: $49,750 | Section*: | Client Services | Job Code: | 7557 | Division*: | I/T | FLSA/EEO: | Non-exempt/Technicians | Department*: | Technology | | |
GENERAL SUMMARY: Under general supervision, maintains agency wide computer equipment for Dallas Area Rapid Transit (DART) Information Technology division. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Performs computer installs, break-fix, and maintenance of agency PC / MAC hardware, thin clients, laptops / tablets, printers, copiers and IP Phones.
- Installs, maintains, and upgrades software for both individual computers and larger networked systems.
- Images computers, thin client, laptops and tablets using Microsoft Deployment Server (WDS).
- Installs/replaces toner as needed according to user manual for the model. Includes cleaning and checking for other supplies such a photoconductor and fuser life.
- Troubleshoots and resolve basic LAN/WAN connectivity issues.
- Assists scontractor(s) with identifying new network drops at various site locations.
- Updates workflow reporting systems, parts inventory, and inventory of installed hardware and software.
- Provides superior customer service.
- Assists with developing and implementing technical training sessions for customers, team members and in creating standard operating procedures.
- Performs other 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. - Associates degree from an accredited college or university or technical school in Computer Science, Information Systems, or a related field.
- Three (3) years experience and current A+, MCP, MCSE, certification or Lexmark/Xerox/HP certification, within last 5 - years is required.
- Two additional certifications are required - Microsoft Certified Application Specialist (MCAS/MOS) 2007 or later and Microsoft Certified IT Professional (MCITP) 2007 or later. Certifications must be obtained within five (5) months of hire date for continued employment. Certifications must stay current with industry standards.
- Must pass hardware technical tests with a score of 70% or higher.
- Must have strong electro-mechanical aptitude.
- Must be able to be on-call on a rotating basis or as assigned by supervisor.
- Must be able to lift 50 pounds safely.
- Valid Texas Class A, B, or C drivers 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 in order to operate DART non-revenue vehicles, or drive in the course and scope of job.
- Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
- Ability to pick up on technical things quickly. Can learn new skills and knowledge. Is good at learning new industry, company, product, or technical knowledge. Does well in technical courses and seminars.
- 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 to a broader range of activities.
- Ability to learn quickly when facing new problems. A relentless and versatile learner. Open to change. Analyzes both successes and failures for clues to improvement. Experiments and will try anything to find solutions. Enjoys the challenge of unfamiliar tasks. Quickly grasps the essence and the underlying structure of anything.
- Ability to be good at bringing the creative ideas of others to market. Has good judgment about which creative ideas and suggestions will work. Has a sense about managing the creative process of others. Can facilitate effective brainstorming. Can project how potential ideas may play out in the marketplace.
- Ability to use rigorous logic and methods to solve difficult problems with effective solutions. Can see hidden problems. Is excellent at honest analysis. Looks beyond the obvious and does not stop at the first answers.
REPORTING RELATIONSHIP: Reports to Manager-Client Services *
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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