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IT Help Desk

Posted May 31st, 2018

The IT Help Desk reports to the Director of Information Technology and provides advanced level support to end users on a variety of issues including software, hardware, and network problems.

Foothill Transit, the primary fixed-route transit provider in eastern Los Angeles County, California is seeking a highly qualified individual for the position of IT Help Desk. Foothill Transit’s mission is to be the premier public transit provider committed to safety, courtesy, quality, responsiveness, efficiency, and innovation. We are an award-winning bus system with a fleet of over 350 vehicles and ridership exceeding 14 million annually.

This position reports to the Director of Information Technology and provides advanced level support to end users on a variety of issues including software, hardware, and network problems. The Help Desk must manage all servers and applications implemented throughout the organization. This individual identifies, researches, and resolves technical problems. The person responds to requests for technical support for all in-coming telephone calls, emails, ticket submissions, and in-person requests. The person will document, track and monitor problems to ensure timely resolution. This individual will have knowledge of commonly used concepts, practices, and procedures within the Information Technology field. Responsibilities include, but are not limited to the following:

  • Resolves help desk tickets to insure satisfactory and timely resolution;
  • Supports and maintains company computers, laptops, phones, and audio/video equipment;
  • Manages and troubleshoots the Point of Sale (POS) system at the Foothill Transit Stores;
  • Conducts quarterly inventory of computer equipment at all facilities;
  • Ensures optimal operation of Transit Store people counter system;
  • Ensures optimal operation of Real Time Passenger Info (RTP) displays;
  • Provides first class support and technical assistance to all users;
  • Ensures documentation of all proprietary systems status and upgrades;
  • Ensures operation and support for all printers throughout Foothill Transit properties;
  • Conducts maintenance and coordination with vendor for photocopiers;
  • Independently sets up and configures new servers with minimal instruction and supervision;
  • Creates new source computer images for company computers and laptops; ensuring they are up-to-date and thoroughly tested based on industry best practices;
  • Follows mandatory company policies to ensure the highest levels of network security;
  • Implements desktop hardware and software upgrades;
  • Ensures that corporate service standards are adhered to, e.g. response time, documentation management, and technical standards;
  • Assists with purchasing, obtaining quotes and documents purchases according to procurement policies;
  • Create and maintain technical manuals, presentation materials and knowledge base articles
  • Ensures proper communication is established within the IT department and other departments, as needed;
  • Processes equipment checkout requests;
  • Supports conference and meeting audiovisual equipment;
  • Provides support to all end users;
  • Other duties as assigned.

Skills Required:

  • Proficiency with computer hardware and computer software;
  • Proficiency with server and application troubleshooting, analysis, critical thinking and problem solving skills;
  • Ability to learn multiple programs and systems and troubleshoot network issues;
  • Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations;
  • Ability to work with external vendors for support and service repair;
  • Knowledge of computer networking configurations, installation, and maintenance;
  • Working knowledge of all current versions of Microsoft Windows and Microsoft Office applications including but not limited to Windows 7, Office 2010, and Office 2013;
  • Professional and effective presentation skills;
  • Excellent communication, interpersonal, troubleshooting and customer service skills.
  • Ability to thrive in a fast-paced environment with good organizational and problem solving skills;

Minimum Qualifications:

  • A+ certification;
  • MCSE preferred;
  • Ability to work autonomously and be a self-starter;
  • Ability to travel to remote locations as needed;
  • Ability to lift and move 40 pound objects;
  • Must possess a valid California driver’s license.

The individual selected for this position must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

  • AA/AS required, Bachelor’s degree preferred;
  • Minimum 3 years of experience working with desktop and HP printer, including and not limited to Windows 7;
  • Minimum 3 years of application support experience required with Microsoft applications including Office 2010, 2013 and Outlook.

The individual selected for this position must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you are interested in this challenging opportunity, please download the Foothill Transit application, and send application, resume, and current DMV H-6 print out to:

Human Resources
Foothill Transit
100 S. Vincent Ave., #200
West Covina, CA 91790
E-mail: applications@foothilltransit.org

This position is open until filled. Please submit your resume promptly for full consideration. EOE. M/F/V/D

FSLA Exempt: No

Salary Range: Grade 6   $61,827 – $99,542 *

*Foothill Transit reserves the right to make a salary offer at any value within the range; however, most offers will be in the first 50% of the overall range.

 

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