Service Desk Tech II

NORTH TEXAS TOLLWAY AUTHORITY

Summary

Join our team as a Service Desk Technician II and become a vital engine in delivering exceptional technical support to our internal users. This is an opportunity to leverage your troubleshooting prowess, system management skills, and passion for technology to ensure a positive and productive experience for all users. You'll be involved in everything from resolving complex issues and maintaining our desktop environment to actively participating in new technology rollouts and providing dedicated support. If you're looking to make a tangible impact and grow your technical skills in a dynamic environment, this role is for you.

The Service Desk Tech II position provides systems support for all internal and external users. This is accomplished by supporting applications, diagnosing and resolving hardware and software issues, installing, monitoring, and maintaining desktop systems, replacing software, managing help desk knowledge base, and overseeing implementation of new hardware and software. Other duties include moving equipment, administering web security, and basic set ups of audio-visual equipment for meetings.

• Pay Range: $19.30 - $25.39 - $31.74***
• Retention Bonus: $1500***
  
  

Responsibilities

• End-User Hardware and Software Support:
• Diagnose and resolve complex hardware (computers, printers, scanners, plotters) and software issues, escalating when necessary.
• Install, configure, and maintain end-user hardware and software, ensuring adherence to company standards.
• Perform password resets, manage user login information, and troubleshoot workstation-related problems efficiently.
• Accurately track and update hardware and software assets.
• Application Support and Training:
• Troubleshoot issues with various systems and applications, providing effective solutions to end-users.
• Develop and deliver end-user training on software applications and basic IT procedures.
• Participate in software testing and collaborate with vendors for issue resolution.
• Service Desk Operations:
• Provide comprehensive end-user support for profile-related issues and user account management.
• Offer expert technical assistance for our service desk systems (e.g., ticketing platform).
• Efficiently create, prioritize, and manage service desk tickets through to resolution, ensuring timely communication with end-users.
• Contribute to the development and maintenance of the service desk knowledge base to empower end-users and improve support efficiency.
• On-Site and Remote Support:
• Provide clear and concise guidance to customers both remotely and in person, assisting with system configuration, troubleshooting, and maintenance.
• Offer dedicated on-site support for the two main NTTA buildings at the Gleneagles and other local campuses, requiring regular presence at these locations.
• System Deployment and Management:
• Utilize System Center Configuration Manager (SCCM) for efficient operating system imaging and software deployment to end-user devices.
• Set up and configure all necessary hardware and software for new employee workstations, ensuring a seamless onboarding experience.
• Collaboration and Communication:
• Answer phone calls and respond to inquiries in a professional and timely manner.
• Assist walk-up users with their technical issues.
• Communicate effectively with end-users regarding the status of their support requests and resolutions.
• Productivity and Collaboration Tools:
• Provide support for Microsoft Office Suite applications, including Outlook, Excel, Word, PowerPoint, and Teams
• Assist users with basic audio-visual equipment setup and troubleshooting for meetings.
  

Qualifications

Minimum:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.

• 1-3 years of experience in a Service Desk or technical support role.

• Valid Texas Driver's License.
  
  

Preferred

• Proven strong problem-solving, analytical, communication (both written and verbal), and customer service skills.
• Hands-on experience with Active Directory (AD) and Azure directory services for user and group management.
• Experience using and managing a service desk ticketing system, preferably ServiceNow.
• Familiarity with cloud technologies, particularly Microsoft Azure.
• Experience with badge access control systems.
• ITIL Foundation certification.
  
  

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain, and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest-growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized, and engaged team focused on achieving Excellence, and we are looking for talented individuals to join us.

Our Mission: We are committed to providing a safe and reliable toll road system, increasing value and mobility options for our customers, operating the Authority in a businesslike manner, protecting our bondholders, and partnering to meet our region's growing need for transportation infrastructure.

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NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.