Posting dates: 7/29/2022 - 8/18/2022
All applicants must apply online


(* indicates requisition 6948)

Job Title*:Service Desk II  Pay Grade*:202 / Salary commensurate with
experience and education
Section*:Client Services  Job Code:7557B 
Division*:I/T  FLSA/EEO:Non-exempt/Technicians 

The role of the Service Desk Level II is to ensure proper computer operations so that end-users can carry out business tasks. The incumbent will receive, prioritize, document, and actively resolve end-user incidents and catalog requests. The role is responsible for escalating incidents when considered appropriate and necessary to keep SLA expectations. Incident logging and resolution will involve using the Service Now toolset and require in-person, hands-on assistance at the desktop level.


  1. Provides Tier 2 support for the service desk. Addresses and resolves technical issues with internal clients revolving topics related to computer software and hardware, including assisting with issues escalated beyond Tier-1.
  2. Installs desktop, laptop, printers, scanners, monitors and all devices related to a workstation.
  3. Has working knowledge and proficiency with Windows OS, MS Office, and Service Now
  4. Serves as an escalation point for customer service issues and serves as escalation point to Tier 1 positions.
  5. Receives, logs and manage calls from internal staff via telephone, and ServiceNow. Triage incidents and problem.
  6. Second Tier support - troubleshooting of Technology related problems from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
  7. Troubleshoots and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, audio-visual equipment, and peripheral devices over the phone and in person.
  8. Responsible for reassigning and resolving incidents for internal clients to other team members and adding additional information and items.
  9. Responsible for imaging workstations, delivery/installation, and user configuration. Installs approved software.
  10. Responsible for customer-facing support services and/or remote assistance services to end-users and adheres to all ITIL service management principles.
  11. Provide 5-star customer service and meet Agency service level agreements (SLA).
  12. Perform other related duties as assigned.

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 Computer Science, Information Technology, Business Administration, or related field.
  2. One (1) years of experience in a desktop support role or related environment.
  3. Must have a CompTIA A+ certification obtained within the last 3-years.
  4. Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate preferred.
  5. Must type 25 WPM with 80% accuracy for recording incident information into a ticketing system.
  6. Proficiency in PC software applications to include Microsoft Office or other related software applications.
  7. Must be able to work variable hours, to include emergency responses to outages.
  8. Must be able to perform work from remote locations as needed.
  9. Must be able to work in an on-call rotation.
  10. Must maintain all certification(s) required for this position.
  11. 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.
  12. Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles, and the ability to lift 50 pounds.
  13. 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.
  14. 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.
  15. 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.
  16. 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.
  17. 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.
  18. 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.

Reports to Senior Manager-Client Services*

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

Last Updated: 7/19/2022 doc_id=1097608018225