Job Description:

For more than 50 years, TranSystems has provided engineering and architectural planning, design and construction solutions to enhance the movement of goods and people across today’s integrated transportation infrastructure. Headquartered in Kansas City, Mo., its professionals in more than 30 offices throughout the U.S. perform a broad range of services to all sectors of the transportation and federal marketplaces. Services are delivered throughout the asset life cycle, from concept to construction to long-term operations, maintenance and rehabilitation.

Job Summary

The IT Support Specialist is responsible for management, monitoring and day to day operations of assigned client and or server hardware and software.  Assisting customers and resolving technical issues in accordance to established Service Level Agreements that meet and or exceed Customer Satisfaction Ratings, Incident Resolution Times, and Technical Response Times.

Job Objectives

• Utilizing excellent customer service skills to support end users on a variety of technical computer-related issues, including software and hardware failures. Identifies, researches, and resolves technical problems. Respond to Service Desk tickets, telephone calls and email requests for technical support. Document, track, monitor and escalate as needed the problem to ensure a timely resolution.


• Test software updates to ensure functionality; write instructions and deploy to end users; follow up to troubleshoot issues with upgrades.


• Provide hardware support to staff by setting up and testing new laptops and desktops; create and store functional computer images to ensure consistency in equipment set up. Coordinate the repair of hardware or peripherals with outside vendors. Coordinate and oversee computer equipment change out activities as required.


• Ensure all users are properly setup/removed as required from all systems. Working with user accounts in Active Directory. Set up network, email, telephone, voicemail, and application accounts. Establish user directories.


• Install, test, and evaluate new desktop Hardware and Software to ensure minimum negative impact on our customers. Maintain accurate inventory of equipment. Research and recommend updates to hardware and software that help the customer and the organization remain up-to-date and compliant based on the latest technology trends and regulations.


• Responsible for the management and monitoring of assigned client and or server infrastructure applications.


• Adheres to, and actively participates in the Change Management process and policies. This includes, but is not limited to, submitting change management tickets with the required information and following the policy as to what constitutes a change.


• Create and maintain accurate documentation of IT policies and procedures.  Provide training, consultation, and communication to team members and customers when policies and procedures change.  Personally adheres to and applies the policies and procedures


• Participate in the on-call rotation as required.


• Demonstrate flexibility and a willingness to accept additional responsibility when completing projects and tasks as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications:

• Excellent customer service skills


• Excellent verbal and written communications skills.


• Excellent troubleshooting and problem resolution skills


• Ability to prioritize work related tasks


• A+ certification


• Bachelor’s degree or related technology field experience


• Basic ITIL understanding


• Minimum 3+ years of directly related work experience with Microsoft technologies including Active Directory, Windows 7 and 10, Group Policies, SCCM, MS Office etc.


• Must possess the ability to lift at least 40-50 lbs.

Preferred Qualifications

• Experience with Microsoft Office 365


• Experience with Service Now


• MCSE/MCP is a plus


• Knowledge of desktop deployment tools including MDT and SCCM

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, internal customers, and the general public.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hand and fingers to operate a computer keyboard, mouse, and telephone keyboard, and talk or hear.  The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to ten pounds and occasionally lift and/or move up to forty pounds.  Specific vision abilities required by this job include ability to adjust focus.  The employee is required to travel occasionally.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   The noise level in the work environment is usually quiet.

Travel Requirements

Travel will be required periodically to various satellite office locations throughout the country, representing < 5% of the time.

TranSystems is an equal opportunity / affirmative action employer and ensures nondiscrimination and equal employment opportunity in all programs and activities in accordance with all applicable laws and regulations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, pregnancy status, marital status, sexual orientation, genetic information, citizenship status, disability, protected Veteran status or any other status protected by law. In compliance with the Immigration Reform and Control Act of 1986, we will hire only U.S. citizens and aliens lawfully authorized to work in the United States (if the position is or will be one that is subject to U.S. law.

 

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