Support Center Specialist II

Basic Function

Responds to telephone calls in a call center environment to assist customers experiencing procedural or operating difficulty with the use of IT applications, products or services. Identifies, researches and resolves basic to moderate technical problems. Utilizes an incident management system to document, track and monitor reported problems to ensure an effective solution is provided to the user. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed. Provides on-call and after hours on-call on a rotating schedule. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.
 

Responsibilities and Specific Duties

• Provides support for information technology (IT) products and services. Support may include answering questions, troubleshooting problems, teaching/instructing customers regarding software or hardware functionality and communicating policy to all levels of the organization effectively, professionally and respectfully. 
• Researches and troubleshoots 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.
• Records required customer and problem information in the IT Service Management System.
• Updates tickets with appropriate journal entries of activities and closes tickets with complete description of resolution.
• Resolves basic to moderate work orders and elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Works on related projects as assigned by manager.
• Provides excellent customer service to METRO internal and external customers.
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

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

Years & Experience Required

Minimum two (2) years of experience in a technical support environment. Experience in troubleshooting Windows, Microsoft Office products, printers, 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 (TDL) 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 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 or equivalent alternative certification (Cisco, Microsoft) preferred. 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.