What are the responsibilities and job description for the Technical Support Analyst III position at VIA Metropolitan Transit?
GENERAL DESCRIPTION OF WORK:
The Technical Support Analyst III will perform advanced troubleshooting in support of level I and level II Technical Support Analyst, supporting local and remote customers. Work includes handling complex customer technical support issues requiring advanced technical knowledge of corporate applications and systems. Acts as the Subject Matter Expert for corporate software and systems including ERP and EAM applications. Work requires attention to details, initiative, independent judgement, and the ability to coordinate and schedule work with various divisions. Provides desk side support to end users. This position will require travel to company locations throughout San Antonio. Will perform work assigned to them via the enterprise ticketing system. This position reports directly to the Manager of TI Client Services.
ESSENTIAL FUNCTIONS:
Answers incoming calls for technical support to resolve complex software and hardware issues.
Use remote control software to resolve issues when needed.
Performs OS and application maintenance troubleshooting.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
Performs preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and other applications on all end user devices as needed.
Logs and updates tickets via the enterprise ticketing system.
Apply diagnostic utilities to aid in troubleshooting,
Escalates service requests to Technical Support Analyst III as appropriate.
Attends and participates in staff meetings and related activities; attends workshops to keep up to date with desktop support issues.
Dependable attendance is required.
Comply with all standard operating procedures (SOPs) and polices.
Performs and assumes other duties and responsibilities as required by Manager of TI Client Services.
Plan, prioritize, organize, and complete work to meet established objectives.
Meet established SLA and KPI requirements on a monthly basis.
Works closely with other departments for collaborating TI projects.
Provides guidance to junior members of the team.
Install PC’s, Tablets, and other mobile devices and applications.
Prepares and updates systems and application documentation.
Preforms desk side support.
Travels to other locations to perform troubleshooting and resolve issues.
Provides audio/visual support for meetings and corporate events.
Identify and learn corporate software applications used and supported by the organization.
Maintain and enhance the performance of all new and existing corporate applications across the organization.
Performs advanced level 3 technical troubleshooting in support of level 1 and level 2 Support Analyst.
Act as a technical resource and Subject Matter Expert to others to resolve problems, issues, and errors.
At times may be asked to distribute service requests and plan work priorities for others in a non-supervisory capacity.
Escalates issues to vendors and other TI Teams as need.
Participates in projects as needed. May at times manage projects.
Prepares and updates systems and application documentation.
Post software updates, “How To: guides, knowledge base articles, and frequently asked questions on company intranet to assist in the problem resolution.
This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.
EDUCATION AND EXPERIENCE:
Associates Degree in Information Systems or a related field, and five (5) years of related experience or an equivalent combination.
PREFERRED QUALIFICATIONS:
Not applicable.
ADDITIONAL REQUIREMENTS:
Certifications: A , Security , Net or other technology related certification required.
Must possess advance knowledge of Microsoft Windows environment including Windows 11 operating system.
Experience with networking principles and Internet Protocol Suite (TCP/IP), Local Area Network (LAN) and Wide Area Network (WAN) is highly desired.
Advance knowledge of Microsoft Office 365 applications (Outlook, Work, Excel, PowerPoint, etc.)
Experience with MS Windows server operating systems is desired.
Must possess thorough knowledge of the standard tools, materials, methods, practices, safety precautions and occupational hazards of trade.
Must have excellent analytical skills to determine root cause and risk elements while considering alternative courses of action.
Must have the ability to read and understand complex materials such as reports, instructions, and manuals.
Must be able to work with little supervision.
Must be able to operate in a fast-paced multi-tasking environment.
Must have superior verbal and written communication skills.
Must be able to maintain good work attendance.
Safety Accountability Statement:
- Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.
- Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security.
- Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.
- Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.
Must comply with and support VIA’s EEO policies and the Diversity Program.
PHYSICAL REQUIREMENTS:
Physical ability required to be mobile, bend, stoop, twist, squat, kneel, sit, stand, reach, carry, climb, and occasionally lift and push objects which weigh 75 pounds and frequently lift and push objects which weigh 50 pounds.
WORK ENVIRONMENTS:
May be required to work any time of the day, evening or night during the week or weekend to include being on-call as scheduled.
May be exposed to electrical and chemical hazards and other conditions.
Work involves deadlines and multiple priorities.
Must be able to use good judgment to prioritize work to meet deadlines.
VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.
