GENERAL SUMMARY:
The role of the Service Desk Level III 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. This position implements desktop application enhancements that will improve the reliability and performance of the workstations. This individual participates in technical research to enable continuing innovation within the service desk team and ensures that operating systems, applications, and related procedures adhere to organizational policies. The incumbent is always willing to provide their expertise and leadership to lower-level team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides Tier 3 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-3.
2. Leads lower level team members in daily operation and customer relationships.
3. Installs desktop, laptop, printers, scanners, monitors, and other devices related to a workstation. Creates and maintains hardware drivers, and golden image.
4. Serves as the highest-level escalation point to lower tier positions. Responds to incidents which are not resolved immediately with the Service Desk 1 or 2 support.
5. Prioritizing and triaging incidents, service catalog, problem tickets and ensure proper closed codes are used.
6. Manages tape libraries, performs backup and oversee file restoration, and workstation administration.
7. Third Tier support - troubleshooting of Technology related problems from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
8. Assists end-users with the installation, configuration, and ongoing usability of desktop computers, laptops, mobile devices, and peripheral equipment and software within established standards and guideline.
9. Responsible for adding action items to an incident or service catalog item and linking similar incidents together to create problem tickets for resolution.
10. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
11. Recommends and/or performs upgrades in systems to ensure longevity.
12. Responsible for escalated customer-facing support services and/or remote assistance services to end-users and adheres to all ITIL service management principles.
13. Responsible for maintaining inventory and assets.
14. Responsible for the creation of all PowerShell scripts within a Service Desk environment.
15. Provide 5-star customer service and meet Agency service level agreements (SLA).
16. Perform 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.

1. Associates degree from an accredited college or university in Computer Science, Information Technology, Business Administration or related field.
2. Two (2) years of experience in a desktop support role or related environment.
3. Must have a CompTIA A+ certification, Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate obtained within the last 3-years.
4. Has advance working knowledge and proficiency with Windows OS, MS Office, and ServiceNow.
5. Proficiency in PC software applications to include Microsoft Office or other related software applications.
6. Must be able to work variable hours, to include emergency responses to outages.
7. Must be able to perform work from remote locations as needed.
8. Must be able to work in an on-call rotation.
9. Must maintain all certification(s) required for this position.
10. 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.
11. 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.
12. 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.
13. 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.
14. 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.
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.
16. 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