Service Desk II

Dallas Area Rapid Transit -

General Summary :

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.

Essential Duties and Responsibilities :

• Provides Tier 2 support for the service desk. Addresses and resolves technical issues with internal clients related to computer software and hardware, including assisting with issues escalated beyond Tier-1.
• Installs desktops, laptops, printers, scanners, monitors, and all devices related to a workstation.
• Has working knowledge and proficiency with Windows OS, MS Office, and Service Now
• Serves as an escalation point for customer service issues and an escalation point to Tier 1 positions.
• Receives, logs, and manages calls from internal staff via telephone and ServiceNow : triage incidents and problems.
• Second-Tier support involves troubleshooting technology-related problems, from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
• 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.
• Responsible for reassigning and resolving incidents for internal clients to other team members and adding additional information and items.
• Responsible for imaging workstations, delivery / installation, and user configuration. Installs approved software.
• Responsible for customer-facing support services and / or remote assistance services to end-users and adheres to all ITIL service management principles.
• Provide 5-star customer service and meet Agency service level agreements (SLA).
• Performs 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.

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 the 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

Open until qualified applicants are identified.

job requisition id

JR102367