What are the responsibilities and job description for the IT Support Specialist (3052) position at Southeastern Pennsylvania Transportation Authority?
OVERALL DESCRIPTION
IT Support Specialist provides responsive, high quality customer support to our end users. This role will support the hardware and software, and light administration of systems used by end users companywide.
This individual contributor is primarily responsible for providing first and second level support to resolve difficult or complex problems, performing the setup and maintenance of computer systems, and interacting with third party hardware and / or software vendors.
SPECIFIC RESPONSIBILITIES
- Leads installation, upgrades, troubleshooting and repair of hardware and software on or related to desktop pc's, printers, pc hardware systems, pc networks
- Utilizing tracking software to track and monitor the resolution of issues and / or open tickets.
- Resetting equipment or applying solutions to quickly resolve problems
- Resolves complex issues. Resolves escalated issues from less experienced support staff.
- Identifies and document's fault patterns over a period of time and involve other technical resources in the IT function or the vendor community to develop permanent fixes.
- Collaborates with customers and advises about technical issues. Answers complex questions regarding PC / printer software / hardware issues and makes IT recommendations.
- Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes. Troubleshoots second and third level support for any problems experienced by production equipment. May make decisions on when outside technical helps needs to be contacted and called onsite for fixes.
- Partners cross functionally to resolve issues.
- May lift and transports PC's, monitors, terminals and printers for deployment as well as repair.
- Hours of support may require weekend, holiday and / or off-hours shift coverage.
- Willing to travel up to 20% of the time for business purposes (SEPTA Operating environment).
QUALIFICATIONS AND EXPERIENCE
BENEFITS SEPTA offers a comprehensive benefits and retirement program :
Medical – Minimal annual premium contribution
Benefit plans with No Employee annual premium contribution :
Prescription
Dental
Vision
Additional benefits we offer :
Defined Benefit Pension Plan
Voluntary Governmental 457B Deferred Comp Plan, with available Financial Advice and Planning Services
Life Insurance
Paid Parental Leave
Tuition Reimbursement
SEPTA Transportation Pass – FREE travel on all SEPTA modes of transportation
SEPTA employees qualify for the Public Service Loan Forgiveness (PSLF) program
Generous Vacation Allowance
Dependent Care Flexible Spending Account
SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Nearest Major Market : Philadelphia
