Information Technology Support Associate (5029)

Category: Information Technology

Facility: SEPTA Headquarters

City: Philadelphia

Date: Mar 10, 2023

Req ID: 4314

Opening Date: 03/10/2023

Closing Date: 03/24/2023

Division:Office Of General Counsel

Dept.: Information Technology

Grade: SAM 36

Range: Minimum: $55,302.00 - Mid: $69,134.00 - Max: $82,966.00

SEPTA currently requires all new employees to be fully vaccinated and provide proof of vaccination at their pre-employment medical appointment.

OVERALL DESCRIPTION

IT Support Specialist provides responsive, high quality customer support to our end users. This entry-level role will support the hardware and software, and light administration of systems used by end users companywide under general supervision.

This individual contributor is primarily responsible for providing first and second level support to resolve difficult or complex problems, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

SPECIFIC RESPONSIBILITIES

Under supervision of the Manager of IT Support or an IT Support Specialist install, performs upgrades, troubleshoots and repairs hardware and software related to desktop pc's, printers, pc hardware systems, and pc networks.
Tracks and monitors the resolution of issues and/or open tickets.
Resets equipment or applies solutions to quickly resolve problems
Resolves basic issues, and under the direction of senior staff assists with escalated issues.
Assists with identification and documentation of fault patterns over a period. Involves other technical resources in the IT function or the vendor community to develop permanent fixes.
Collaborates with customers and advises about technical issues. Answers basic to moderately questions regarding PC/printer software/hardware issues and makes IT recommendations. Refers more complex issues to the IT Support Specialist for guidance to resolve these issues.
Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes. Troubleshoots second and third level support for any problems experienced by production equipment.
Partners cross functionally to resolve issues.
May lift and transports PC's, monitors, terminals and printers for deployment as well as repair.

QUALIFICATIONS AND EXPERIENCE

Bachelor’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 (1) 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, & network equipment required.
Ability to think logically and analyze technical information, including written manuals, computer/ equipment mechanisms and parts.
Some experience with various software, such as Microsoft Windows operating system, Office365 required.
Experience following processes, recommending improvements, translating technical terms to non-technical users, solving technical problems, and working in a team environment required.
Knowledge of network infrastructure & server hardware/software required.
Hours of support may require weekend, holiday and/ or off-hours shift coverage.
Willing to travel up to 20% of the time for business purposes (SEPTA Operating environment).
Must possess valid driver's license.

SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.