SVC Desk Support Agent

EDUCATION and/or EXPERIENCE 

Associates degree in Information Technology or related field.  Two years of technical “Help Desk” experience is required.  Knowledge of intranet navigation process is required. Excellent verbal and written communications, customer service/support skills are required.  Must be able to identify and solve problems associated with personal computer hardware components and attachments such as printers and scanners.  Experience may be substituted on a year-for-year basis in-lieu of educational requirement.

SUMMARY

Serves as the first point of contact for support to end users of desktop hardware and various MARTA applications utilizing specific support procedures and troubleshooting tools.  Must be able to resolve problems/issues of 80% of incoming phone calls from MARTA customers.   Provides basic hardware troubleshooting on printers, personal computers, workstations, Windows based systems. time clocks and MARTA networks. Initiates an Altiris ticket for all user reported events and follows up on the event to ensure closure 100% of the time.  Performs troubleshooting and support tasks assigned by more senior level staff in the Technology Support Center. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.  Provide excellent customer support, with specific skills (courteous, acknowledges caller by name, understands customer environment, consistently uses phone scripts, empathizes with caller’s situation, and qualifies customer issues). 

2.  Serves as the first point of contact for support to end users of desktop hardware and various MARTA applications utilizing specific support procedures and troubleshooting tools.  Must be able to resolve problems/issues of 80% of incoming phone calls from MARTA customers.

3.  Provides basic hardware troubleshooting on printers, personal computers, workstations, Windows based systems. Time clocks and MARTA networks. Performs basic system troubleshooting and navigation of MARTA specific applications.

4.  Performs basic network troubleshooting to the level of determining network availability or if outages exist. 

5.  Performs troubleshooting tasks assigned by more senior level staff in the Technology Support Center.  Correctly escalates problems or issues as appropriate.

6.  Initiates an Altiris ticket for all user reported events and follows up on the event to ensure closure 100% of the time.

7.  Performs other related duties as assigned.

Grade:  12

Salary:  $37,000- $56,000

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.