OVERALL DESCRIPTION

The IT Support Specialist provides responsive, high-quality customer support to SEPTA end users. This entry-level role supports the hardware, software, and administration of systems used throughout SEPTA under general supervision.
This individual contributor is responsible for providing first and second level support to resolve problems of varying complexities, perform the setup and maintenance of technology systems, as well as interact with third party hardware and software vendors.

SPECIFIC RESPONSIBILITIES

1. Under supervision, installs, upgrades, troubleshoots, and repairs hardware and software related to PCs, printers, and networks.
2. Tracks and monitors the resolution of issues and open tickets.
3. Resets equipment or applies solutions to quickly resolve problems
4. Resolves basic issues and, under the direction of senior staff, assists with escalated issues.
5. Assists with identification and documentation of fault patterns over a period of time. Involves other technical resources in the IT function or the vendor community to develop and implement permanent fixes.
6. Collaborates with customers and advises about technical issues. Answers basic to moderate questions regarding PCs, printers, software, and hardware issues. Refers more complex issues to the IT Support Specialist for resolution guidance.
7. Gives input into IT recommendations.
8. Identifies and determines likely root causes for problems. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes. Assists all levels of support with troubleshooting any problems with production equipment.
9. Partners cross functionally to resolve issues.
10. May lift and transports PCs, monitors, terminals and printers for deployment as well as repair.
11. Provides after-hours support for critical issues as needed (on-call rotation may be required).
12. Other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• Associate’s Degree in Information Systems, Computer Science, Engineering or related field and one (1) year of Information Technology work experience.
• An equivalent combination of experience and education (i.e., two (2) years of related experience, equating to one year of formal post high school education) may be considered in lieu of the above requirement.
• Demonstrated ability to diagnose and repair problems with computers, peripheral devices, and network equipment required.
• Ability to think logically and analyze technical information, including written manuals, computer/equipment mechanisms and parts.
• Experience with Microsoft Windows operating system and Microsoft 365 applications required.
• Experience following processes, recommending improvements, translating technical terms to non-technical users, solving technical problems, and working in a team environment required.
• Hours of support may require weekend, holiday and/ or off-hours shift coverage.
• Requires travel up to 20% of the time for business purposes (SEPTA Operating environment).