Desktop Technician II

Requisition Number:  5375
Pay Rate:  PGRT09

Houston, TX, US

Category:  Information Technology

Basic Function

Responds to end-user issues and applies best practice troubleshooting principles and techniques to diagnose and resolve a variety of basic to moderately complex system problems on desktops, laptops, telephones, tablets, printers and other peripheral equipment. Establishes and follows operational standards and provides outstanding customer service to end users. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

  • Provides desk-side, telephone and remote support for information technology (IT) products and services. Support may include equipment moves/adds/changes. Answers questions, troubleshoots problems, teaches/instructs customers regarding software or hardware functionality and communicates policy to all levels of the organization effectively, professionally and respectfully.
  • Researches and troubleshoots to resolve technical issues in the most effective manner and verifies that suggested solutions effectively resolved users’ problems through verbal or email follow-up.
  • Reports significant or recurring issues to higher level support teams for further action.
  • Utilizes IT Service Management System to accurately document issues, track and monitor assigned tasks and ensure a timely resolution. Updates support tickets with appropriate journal entries of activities and closes tickets with complete description of resolution.
  • Installs software, patches, upgrades and performs proof-of-concept testing of new applications in coordination with other IT groups and provides end-user training.
  • Coordinates with Infrastructure and Applications teams to ensure system changes are compatible with current image installations and production applications.
  • Works closely with asset management function to ensure compliance with software licensing, IT asset, and inventory control.
  • Provides excellent customer service to METRO internal and external customers.
  • Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
  • Performs other duties as assigned.

Education Requirement

High School Diploma or GED is required.  Bachelor’s degree in Computer Science or related field preferred.

Years & Experience Required

Minimum two (2) years’ experience in desktop support. Experience in troubleshooting Windows Operating systems, Microsoft Office products, e-mail systems, printers and desktop applications. Proficient knowledge and hands on experience with an incident management system to track and resolve issues. 

Knowledge & Skills Required

A valid Texas Driver’s license is required and must meet METRO’s motor vehicle records requirements. Must be able to learn and support new and quickly changing technologies. Ability to research solutions or information regarding technical issues. Familiarity with a wide range of standard office automation products. Excellent interpersonal, customer service and detail oriented skills with the ability to work well under pressure. CompTIA A+ Certification required. Must be able to pass a criminal background check to be cleared to work in a public safety environment with access to Criminal Justice Information Services (CJIS) data.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.


Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.


We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.


Nearest Major Market: Houston