Technical Support Administrator

Company Information:

Regional Transit Service (RTS) is a regional transit authority established by New York State with more than 1,000 employees who proudly serve customers and business partners in Monroe, Genesee, Livingston, Ontario, Orleans, Seneca, Wayne, and Wyoming counties. Recognized as one of the best-run transit systems in the nation, RTS partners with the community it serves to provide vital, safe, and sustainable transportation services to nearly 8 million people each year. We carry out our mission by connecting our customers to jobs, school, healthcare, shopping, and recreational activities every day.

JOB SUMMARY:

The Technical Support Administrator is responsible for providing technical support for internal and external customers.

WAGES: $25.96/hr. – $28.85/hr. (depends on experience)

BENEFITS INCLUDE:

Staying Healthy: Medical, Dental (currently free) and Vision (currently free), Flexible Spending Account (FSA)

Feeling Secure: Disability Insurance, Pension Plan, NY State Deferred Compensation Plan, Life & Accidental Death & Dismemberment (AD&D) Insurance, Accident Insurance, Group Specified Disease Insurance and Hospital Insurance

Work-Life Balance: Paid Time Off (PTO: 17 days upon hire; accrue additional time after 1 year), Employee Assistance Program, Paid Holidays, Verizon Wireless Discount, On-site Fitness Center open 24/7, Employee Wellness Program, Culture & Inclusion Council, BJ’s Wholesale Club Discount, and more!

ESSENTIAL FUNCTIONS:

• Provide user support and customer service, responding to requests via the online helpdesk system, email, telephone, and in person.
• Follow standard helpdesk operating procedures and accurately log all helpdesk contacts using helpdesk tracking software.  Monitor ticket queue to assure all work orders are assigned to the proper technicians.
• Administer the helpdesk application ensuring proper configuration and functionality of the system.
• Troubleshoot and repair hardware issues related to personal computers, thin clients, tablets, printers, monitors, desk phones and other peripheral devices.
• Troubleshoot and repair software issues related to Windows OS, Microsoft Office Suite, Outlook e-mail, and many other third-party applications.
• Work with third-party vendors, internal customers, and other IT members to install, maintain, troubleshoot, update, and upgrade applications.
• Learn various hardware and software systems that are specific to RGRTA and assist with the support for those systems as needed.
• Maintain a well-documented and organized inventory system, monitoring equipment from cradle to grave. This includes specifying, ordering, receiving, asset-tagging, and storing equipment, entering, and classifying equipment specifications into the inventory system, and managing equipment disposal.  Will also coordinate and perform annual physical audits of IT assets to maintain inventory system integrity.
• Coordinate personnel arrivals and departures with the People department, department supervisors, and other IT members.  Ensure that equipment and account setup and security are performed per company standards.
• Research, recommend, and approve the purchase of new hardware and systems while maximizing value, reducing maintenance, lowering costs, and providing standardization; and in accordance with standards and project / operational requirements.  Work with supervisor to plan and maintain a long-term replacement cycle and request capital budget funding accordingly.  Revise plans annually to meet changing personnel, budgetary, and company needs.
• Distribute and maintain user accounts and their permissions to applications and network resources via Active Directory, NTFS, group policy, and application specific tools as needed.
• Maintain print server(s), including adding and replacing network printers and deployment via group policy.
• Maintain client operating system and application deployment system as needed to support new hardware systems and software packages.
• Serve as the primary contact and project leader for PC Replacement project.
• Maintain strict confidentiality and data integrity.

ADDITIONAL RESPONSIBILITIES:

• Assist and back-up Information Technology Staff with projects and tasks.
• Other duties as assigned.

EDUCATION & EXPERIENCE:

• Bachelor’s Degree in Computer Science or technology-related field
• At least three (3) years experience working in Information Technology.
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
• Certification from Microsoft, CompTIA, Cisco preferred

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to perform a wide variety of duties requiring considerable judgment to work independently devising new methods, adapting or changing standard procedures to meet new conditions and making decisions guided by precedent and within the limits of established policies.
• Ability to work within defined objectives and by broad and varying policies, procedures, rules, or precedents. Plans and arranges own work while the supervisor provides some functional guidance.  Details of accomplishing the objective are left to the position.  Unusual situations are referred to supervisor.
• Excellent troubleshooting, customer service and technical documentation skills.
• Ability to multitask in a constantly changing environment, while prioritizing tasks based on organizational needs.
• Ability to maintain professionalism and focus while displaying patience during stressful situations.
• Advanced computer/technological skills required in the following:
  • Windows client operating systems
  • Microsoft Office suite of applications
  • Help Desk ticket software
  • OS and Application deployment solutions
  • Active Directory management
  • Group policy management
  • Endpoint security and encryption solutions
• Additional intermediate computer/technological skills preferred in the following:
  • Microsoft 365 (esp. Exchange, Intune, Azure Active Directory)
  • Windows Server Operating System
  • VMWare vSphere
  • Mobile device management systems
• Advanced knowledge of and familiarity with various computer endpoint hardware and peripherals.