GENERAL SUMMARY:
The Service Desk Level 1 is an entry level position. The role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Acts as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
2. Receives, logs and manages calls from internal staff via telephone, email and ServiceNow incident tracking system.
3. Utilizes knowledge database and tracks changes.
4. First line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
5. Troubleshoots basic wired and wireless network issues.
6. Escalates unresolved calls to the Tier-2 support team.
7. Takes ownership of user problems and follows the status of problems on behalf of the user and communicates progress in a timely manner.
8. Maintains a high degree of customer service for all support queries and adheres to all service management principles.
9. Assists in creation of user accounts, reset passwords.
10. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
11. Identifies and learns appropriate software and hardware used and supported by the organization.
12. 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.

1. High School Education or GED.
2. Must have a valid and current A+ certification upon hire.
3. Must type 25 WPM with 80% accuracy for recording incident information into a ticketing system.
4. Must pass customer service assessment test.
5. Must be able to lift 50 pounds using proper procedures and guidelines.
6. 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.
7. Knowledge of basic Technology hardware, including Desktops, Laptops, Tablets, Cell Phones.
8. Ability to conduct research into a wide range of computing issues as required.
9. Ability to document technical issues using proper technical writing basis requirements.
10. 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.
11. 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.
12. Ability to use his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. 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.
13. 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.
14. 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.

WORKING CONDITIONS:
Works in an environment where there is exposure to dust, noise, or temperature. May be exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals, 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