Senior Technical Support Specialist & Team Lead

Dallas Area Rapid Transit Inc; Dallas (TX); Hybrid; USD 58,000 - 96,000; Full time

Job summary

Dallas Area Rapid Transit Inc in Dallas, TX seeks a Technical Support 3 to ensure smooth computer operations for internal users. You will classify and resolve end-user incidents and service catalog requests, escalating as needed and utilizing ServiceNow for incident logging and resolution.

The role may require in-person desktop support. The position supports Windows, Mac, and mobile environments, installs and maintains workstations, and assists in system upgrades while mentoring junior staff.

Qualifications

• Associate degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field.
• Three (3) years of experience in a desktop support role or related environment.
• Must have a current CompTIA A+ certification obtained within the last 3-years.
• Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate preferred.
• Valid Texas Class A, B, or C driver's license, no DWI conviction within last 60 months, not more than one DWI on record, not more than three moving violations in 36 months.
• Proficiency in PC software applications, including Microsoft Office 365.
• High proficiency with Windows OS, MAC OS, IOS, Android OS, and Microsoft 365 products.
• Pass a physical exam including a drug screen; be able to lift 50 pounds.
• Ability to work variable hours and remote locations; on-call as needed.
• Maintain all certifications required for this position.

Responsibilities

• Provide advanced desktop support for software and hardware issues.
• Lead and mentor junior staff; provide white-glove support to executives and Board members.
• Install and maintain desktops, laptops, printers, scanners, and other devices; manage drivers and golden image.
• Serve as highest escalation point for younger staff; triage incidents and service catalog requests.
• Perform level-3 troubleshooting for in-house software and hardware; support mobile devices and conferencing equipment.
• Assist end-users with Windows, Mac, and mobile configurations; configure devices within standards.
• Link incidents to problem tickets and manage system interoperability across servers and services.
• Suggest and implement system upgrades to improve reliability and performance.

Skills

Desktop support

Windows OS

Mac OS

Office 365

PowerShell

Communication

Time management

Education

CompTIA A+ certification

Associate degree (CS/IT related)

MOS/MD Admin certs preferred

Tools

ServiceNow

ITIL

Job description

Dallas Area Rapid Transit Inc in Dallas, TX seeks a Technical Support 3 to ensure smooth computer operations for internal users. You will classify and resolve end-user incidents and service catalog requests, escalating as needed and utilizing ServiceNow for incident logging and resolution.

The role may require in-person desktop support. The position supports Windows, Mac, and mobile environments, installs and maintains workstations, and assists in system upgrades while mentoring junior staff.