What are the responsibilities and job description for the Help Desk Technician position at Toledo Area Regional Transit Authority?
The Help Desk Technician plays a crucial role in providing rapid and effective technical support to meet the needs and expectations of our internal and external stakeholders. Working with various backend platforms, the Help Desk Technician diagnoses and resolves issues by asking appropriate questions and leveraging their knowledge in information technology.
One Team! One TARTA! The role of the Help Desk Technician will focus on supporting information systems within a new TARTA. In 2020, TARTA embarked on a transformational journey with the development of TARTA Next, a ten-year plan to increase community value through public transit services that make a positive impact. This transformation is powered by a dedicated team of professionals in each department from the leadership team to every front-line (and behind the scenes) team member.
DUTIES AND RESPONSIBILITIES:
- Serve as the primary point of contact for reporting technical issues, upgrades, installations, and other software/hardware/network problems.
- Utilize troubleshooting techniques to diagnose and resolve computer, peripheral, and other end-user device issues.
- Collaborate with client vendors to address and resolve software or hardware issues efficiently.
- Install, configure, and troubleshoot scanners, printers, desktop operating systems, and applications.
- Add workstations and laptops to the network, including wireless access setup.
- Conduct hardware troubleshooting and provide necessary resolutions to ensure seamless operations.
- Provide desktop support services, including installation, upgrades, and troubleshooting for software and hardware issues.
- Assist in server and network support tasks, including managing Windows Server services, Active Directory, Group Policy, DNS, DHCP, printer queues, file shares, permissions, and basic network connectivity troubleshooting.
Essential Knowledge, Skills and Abilities
- Familiarity with backend platforms used for providing efficient support.
- Prior experience in a help desk or technical support role.
- Solid understanding of desktop support, including hardware and software troubleshooting.
- Basic knowledge of server and network support concepts, such as Windows Server services, Active Directory, and network connectivity principles.
- Proficient oral and written communication skills.
- Self-motivated with a strong ability to solve problems independently.
- Eagerness to learn and adapt to new technologies.
- Flexibility to thrive in a dynamic work environment.
Minimum Qualifications
A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position.
Education and Experience
- A 2-year degree in Information Technology or equivalent practical experience.
Special Conditions
The physical demands described are representative of those that must be satisfied by the employee to successfully perform the essential functions of this job. TARTA provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.
Working Conditions
The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job including close exposure to computer monitors and video screens. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Help Desk Technician primarily works in an office setting, providing support via phone, email, and remote desktop tools. The office environment is typically well-lit, temperature-controlled, and equipped with ergonomic workstations to ensure comfort during extended periods of computer use.
Physical Effort Required
While performing the duties of this job, the employee is frequently required to sit (at a desk or table), talk, and/or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel and reach with hands and arms, and lift up to 20 pounds repeatedly. The employee is required to operate a telephone or other telecommunications device. Extensive use of a computer, mouse and keyboard and viewing of the computer screen is required. Specific vision abilities required of this job include vision, color vision, and ability to adjust focus.