SVC DESK SUPPORT AGENT

MARTA (Metropolitan Atlanta Rapid Transit Authority); Atlanta (GA); On-site; USD 37,000 - 56,000; Full time

Job summary

MARTA (Metropolitan Atlanta Rapid Transit Authority) is seeking a qualified IT professional to serve as the first point of contact for end-user hardware and MARTA applications. The role emphasizes courteous customer service, effective problem solving, and adherence to support procedures.

The position requires an Associate degree in IT or related field and two years of Help Desk experience. You will handle printer and PC hardware issues, navigate intranet processes, and document tickets to ensure

Qualifications

• Associates degree in Information Technology or related field.
• Two years of technical Help Desk experience required.
• Strong verbal and written communication skills.
• Ability to troubleshoot PC hardware issues including printers and scanners.

Responsibilities

• Serve as first point of contact for end users of desktop hardware and MARTA applications.
• Resolve 80% of incoming calls from MARTA customers.
• Provide basic hardware troubleshooting for printers, workstations, and Windows systems.
• Escalate issues to senior staff when needed and track via Altiris tickets.
• Follow established procedures and ensure timely issue closure.

Skills

Customer service

Communication

Troubleshooting

Education

Associates degree in Information Technology or related field

Tools

Altiris ticketing system

Job description

EDUCATION and/or EXPERIENCE

Associates degree in Information Technology or related field. Two years of technical “Help Desk” experience is required. Knowledge of intranet navigation process is required. Excellent verbal and written communications, customer service/support skills are required. Must be able to identify and solve problems associated with personal computer hardware components and attachments such as printers and scanners. Experience may be substituted on a year-for-year basis in-lieu of educational requirement.

Job Description

Associates degree in Information Technology or related field. Two years of technical “Help Desk” experience is required. Knowledge of intranet navigation process is required. Excellent verbal and written communications, customer service/support skills are required. Must be able to identify and solve problems associated with personal computer hardware components and attachments such as printers and scanners. Experience may be substituted on a year-for-year basis in-lieu of educational requirement.

Summary

Serves as the first point of contact for support to end users of desktop hardware and various MARTA applications utilizing specific support procedures and troubleshooting tools. Must be able to resolve problems/issues of 80% of incoming phone calls from MARTA customers. Provides basic hardware troubleshooting on printers, personal computers, workstations, Windows based systems. time clocks and MARTA networks. Initiates an Altiris ticket for all user reported events and follows up on the event to ensure closure 100% of the time. Performs troubleshooting and support tasks assigned by more senior level staff in the Technology Support Center.

Essential Duties And Responsibilities

• Provide excellent customer support, with specific skills (courteous, acknowledges caller by name, understands customer environment, consistently uses phone scripts, empathizes with caller’s situation, and qualifies customer issues).
• Serves as the first point of contact for support to end users of desktop hardware and various MARTA applications utilizing specific support procedures and troubleshooting tools. Must be able to resolve problems/issues of 80% of incoming phone calls from MARTA customers.
• Provides basic hardware troubleshooting on printers, personal computers, workstations, Windows based systems. Time clocks and MARTA networks. Performs basic system troubleshooting and navigation of MARTA specific applications.
• Performs basic network troubleshooting to the level of determining network availability or if outages exist.
• Performs troubleshooting tasks assigned by more senior level staff in the Technology Support Center. Correctly escalates problems or issues as appropriate.
• Initiates an Altiris ticket for all user reported events and follows up on the event to ensure closure 100% of the time.
• Performs other related duties as assigned.

Grade

12

Salary

$37,000- $56,000

Equal Opportunity Employer Statement

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.