It Support Technician Jobs

The Rapid is an award-winning public transit organization located in the Grand Rapids metro area and beyond. Come join our IT department as a IT Support Technician!

FRINGE BENEFITS: Health, dental, and vision benefits after 30 days, vacation at 8 hours per month that accrues monthly, 6 hours of sick time per month that accrues monthly, onsite workout facilities, gym membership reimbursement, life insurance, retirement plan with employer contribution!

Position Summary

Primary responsibilities include supporting end-user technical hardware or software issues, monitoring the help desk system, and assisting the IT Team in various other tasks or projects to ensure all the technical needs of the organization are met and operating efficiently. Regularly troubleshoot and document all issues, resolutions, and procedures necessary for help desk ticket completion, internal processes, or unique software configuration.

The IT Support Technician must possess excellent customer service, communication, and problem-solving skills as well as a strong attention to detail. Must have a general working knowledge of computer-related hardware, software installation procedures, and Microsoft Windows operating systems. This position should be able to work well with minimal supervision and manage multiple priorities in a fast-paced, operations-focused, team environment.

Essential Functions

• Assist in administration of the phone system including hardware, software, system configuration, and related services.
• Document IT process and procedures as required.
• Work with vendors to install new software or release updates on computers or servers and educate users on new software releases or changes.
• Analyze software support processes to suggest improvements.
• Manage the help desk system by monitoring submitted tickets, providing end-user support while documenting issues and resolution, and escalating tickets to IT staff as needed.
• Install, configure, and repair computer hardware, printers, and related IT equipment.
• Monitor and manage software license usage and compliance.
• Configure new user accounts and manage existing user accounts and access.
• Perform additional duties as assigned.
• Monitor the help desk phone line, provide support as required, and add new tickets in the help desk system to document and track issues and requests.
• Ability to work well in a team environment and communicate effectively and professionally.
• Maintain IT hardware and software inventory lists.
• Assist in supporting processes for system backups and disaster recovery.

Position Qualifications

Competency Statement(s)

• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.
• Customer Service - Ability to support employee needs while following company procedures.
• Reliability - Prompt and dependable. At work as scheduled. Plans and communicates scheduling concerns to leadership.
• Accountability - Takes personal responsibility for the quality and timeliness of the work performed. Achieves results with little oversight.
• Ethics & Integrity - Earns others' trust and respect through consistent honesty and professionalism in all interactions.
• Problem-Solving - Ability to work proactively and find a solution to work-related problems.
• Communications - Ability to communicate effectively with others both orally and in writing.

Skills & Abilities

Education: Associate's degree in Computer Science, Information Technology, or other related field from an accredited college or university, or equivalent experience listed below.

Experience: At least 6 months of customer support experience and a demonstrated working knowledge of general computer hardware, software installation procedures, and Microsoft Windows operating systems.

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. While performing the duties of this job, the employee is regularly required to talk or listen. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

THE RAPID IS AN EEO EMPLOYER - MINORITIES, VETERANS, AND WOMEN ARE ENCOURAGED TO APPLY.