Information Technology Support Specialist

Maintaining efficiency and economy in operations management requires flexibility in job assignments. While each employee shall have a primary responsibility for the job in which that employee has been hired or later promoted to, each employee may be expected to perform other jobs from time to time.

SUMMARY:

The IT Support Specialist provides Service Desk assistance and technical support for all MTS users and staff. The IT Support Specialist performs troubleshooting and maintenance for desktop computers, printers, ticket office terminals and assorted peripherals. This key position also helps to ensure system integrity through periodic observations and preventative maintenance procedures.

EXAMPLES OF DUTIES:

Essential Functions

• Assists in the support of computer life-cycle and office technology to include but not limited to: patching, imaging, deploying Windows and Mac desktop and laptop computer systems, printers, VoIP phones, business applications and assorted end-user devices, transferring user profiles, work with vendor support and sales, provide documentation to end users and IT staff and help resolve incidents with computer related to the O/S, core applications or hardware that has been escalated to the Service Desk.

• Provides a high-quality, positive customer experience to MTS employees.

• Manages Active Directory user and computer accounts and associated access to network systems and resources.

• Collects and maintains accurate inventories of all end-user hardware and software.

• Works with other members of the IT Service Desk, Network Administration, Data Center Operations and Application Development and Support teams to complete Service Desk tickets, IT projects, hardware/software inventories and maintenance and upgrade tasks.

• Attends internal and external meetings as requested to provide expertise, gather data and collaborate with other IT and business personnel.

• Supports public-facing board meetings. Ensures the smooth running of board meetings by providing technical support, managing audio-visual equipment, and troubleshooting any issues that may arise.

• Performs hardware and software installations, upgrades and system enhancements.

• Generates reports as requested.

• Creates and maintains Standard Operating Procedures (SOP) according to MTS standards.

• Documents daily activity of all communication, issues and remedial actions taken in the Freshservice ticketing system.

• Provides on-call support coverage as required.

• Follows documented Standard Operating Procedure and accurately completes checklists when deploying and/or installing equipment and software.

• Uses interpersonal skills to build and maintain effective working relationships with co-workers and customers.

Duties May Include, but are Not Limited to, the Following:

• Performs other duties as assigned.

QUALIFICATIONS:

Knowledge, Skills and Abilities

Knowledge of or ability to learn MTS policies and regulations; ability to read, understand and apply MTS policies, regulations and union labor contracts; ability to write letters, memoranda and reports using clear, concise and grammatically correct English; ability to speak clearly, distinctly and effectively in person-to-person or small group situations using tact and diplomacy; ability to coordinate and initiate actions necessary to implement decisions and delegate responsibilities to appropriate personnel; ability to establish and maintain priorities in order to complete assignments by deadlines without detailed instructions; knowledge of the use of Enterprise Business software to accomplish given tasks; ability to support and administer Microsoft Suite/Office365 and OneDrive; knowledge of Active Directory account management; Windows 10 and 11; Freshservice ticketing system; basic TCP/IP networking; knowledge of Apple hardware and related software, such as MacOS, is highly desirable; the ability to learn and use other software that MTS might have or acquire and strong troubleshooting skills for problem resolution; excellent interpersonal and relationship skills; an innovative approach to problem-solving and excellent customer service; ability to prioritize work and exercise good judgement while managing multiple tasks.

Physical Requirements

The successful candidate must be able to fulfill the physical demands of the job such as walking, stooping, sitting, bending, reaching for overhead files and occasional lifting (must be able to lift up to 15 pounds). Must be able to operate a motor vehicle and perform tasks involving manual dexterity, such as use of a computer and 10-key. Work will at times require more than 8 hours per day or an irregular work week to perform the essential duties of the position. Duties will be performed primarily in an office type environment and may require travel to external locations and agencies.

Experience/Education/Certificates/License(s)

Possess either a bachelor's degree in information technology or related field, or A+, N+ or Apple Certification or similar from an accredited institution. A combination of relevant education and experience may satisfy this requirement. Must possess and maintain a valid California driver's license.

GENERAL:

Must satisfactorily pass all applicable examinations including, but not limited to, a pre-employment physical, drug screen and background check.

SALARY GRADE:

#7 ($50,383 - $99,162)*

• Hiring Range is usually mid-range and DOQ

DISCLAIMER: The above-described job elements are intended to indicate the general nature and levels of work being performed by employees assigned to the job. They are not intended to be an exhaustive list of duties, responsibilities and skills required of employees so classified. Management retains the discretion to add to or change the duties of the position at any time.