Posting dates: 5/1/2018 - 8/23/2018
Please Note. All applicants must have valid and current certifications upon hire into position to include: Valid A+, Microsoft MCP and Windows 10+ within the last 3-years.
All applicants must apply online

DALLAS AREA RAPID TRANSIT
JOB POSTING

(* indicates requisition 5581)

Job Title*:Service Desk II  Pay Grade*:T04 / Salary commensurate with
experience and education
 
Section*:Client Services  Job Code:7557B 
Division*:I/T  FLSA/EEO:Non-exempt/Technicians 
Department*:Technology    

GENERAL SUMMARY:
The Service Desk II role is to ensure proper computer operation so that end-users can accomplish business tasks. This includes actively resolving escalated end-user incidents within established SLAs. Problem resolution may involve the use of diagnostic and incident tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Serves as an escalation point for customer service issues. Responds to incidents which are not resolved immediately with Service Desk I support.
  2. Prioritizing and triaging an incident, or problem queue.
  3. Finds solutions from previous cases using the Knowledge Base.
  4. Troubleshoots and resolves hardware and software issues for desktops, laptops, tablets, mobility, audio-visual equipment and peripheral devices over the phone and desk side.
  5. Responsible for adding actions items to a incident or service catalog item and links similar incidents together to create problem tickets for resolution.
  6. Responsible for adding additional information and items (Assets, configuration items, clients, etc) to the initial incident or service definition for resolution.
  7. Provides five star customer service per Technologies service level agreements (SLA).
  8. Responsible for re-assigning and resolving incidents for internal clients to other team members.
  9. 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. Associates Degree from an accredited college or university in a technology based field.
  2. Must have two (2) years of Service Desk I experience.
  3. Must have valid and current certifications upon hire into position to include: Valid A+, Microsoft MCP and Windows 10+ within the last 3-years.
  4. Must type 25 WPM with 80% accuracy for recording incident information into a ticketing system.
  5. Must pass customer service assessment test.
  6. Must be able to lift 50 pounds using proper procedures and guidelines.
  7. 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.
  8. Knowledge of Technology hardware, including Desktops, Laptops, Tablets, Cell Phones.
  9. Ability to conduct research into a wide range of computing issues as required.
  10. Ability to document technical issues using proper technical writing basis requirements.
  11. 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.
  12. 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.
  13. 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.
  14. 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.
  15. 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 Senior 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

Last Updated: 4/19/2018 doc_id=1097608012483
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