Norfolk - VA Full Time 1 week ago

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. In addition to rewarding careers and professional development opportunities, we offer unmatched benefits and competitive wages in a stimulating environment that will provide you with the flexibility and training tools to grow.

Help desk is a first line of support for HRT’s internal customers reporting technology and cyber security issues. Documents reported issues in work order tracking system, resolves or escalates reported trouble tickets to various internal teams. Performs a variety of administrative, clerical, and security compliance duties for the Department. Multitasks to accomplish day to day operational activities and other assignments. Maintains customer service focus.

Essential Job Functions:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

  • Interacts with agency staff and handles all support requests at the initiation phase for technology systems, computing devices, and cloud services by monitoring of the help desk phone line, email, and work order management system.
  • Documents reported issues in a work order management system.
  • Performs initial troubleshooting of the reported problem with the user, documents the outcome in the work order management system.
  • Collects additional information and escalates to various internal teams for further assistance.
  • Follows up with the customer on as needed basis to assure problem resolution.
  • Following existing policies and procedures manages user accounts, including password reset assistance for administrative and frontline employees.
  • Proactively manages helpdesk queue in the work order management system, takes part in the incident response activities.
  • Assists with end user training on devices and software.
  • Through daily interactions with end users works to raise the awareness of the company policies and cyber security best practices.
  • Following established process documents procurement requests from initiation to completion.
  • Contacts third-party vendors for warranty service repair on a subset of technology assets, escorts contractors while on site on as needed basis.
  • Manages print supply services and toner replenishments.
  • Produces a variety of typed statistical and narrative reports.
  • Assists in maintenance of department files and performs data entry as required.
  • Assists with hardware and software inventory and reporting.
  • Manages records compliance with the Records Management Policy and Procedures.
  • Responsible for maintaining a general awareness of HRT’s EMS.
  • Responsible for handling all related job responsibilities in accordance to HRT’s Environmental Policy, relevant EMS Standard Operating Procedures, and Emergency Management Plan
  • Perform other duties as assigned.

Required Abilities and Skills essential to Job Functions:

Knowledge of the activities, functions, and organization of HRT. Analytical and problem-solving skills. Ability to communicate effectively, orally and in writing, with customers and team members to share information. Good customer service skills, positive and professional attitude. Ability to organize own work and to work independently. Ability to adapt to change and learn rapidly to meet business needs. Ability to establish and maintain manual and automated records, procedures and files. Ability to compile and organize data and information for reporting purposes. Maintain cyber security awareness.

Required Software/Hardware Knowledge and Skills essential to Job Functions:

Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Basic problem-solving skills associated with software applications used is expected.

  • Windows Desktop operating systems
  • Desktop, laptops, phones, smart phones hardware support
  • Printers/Copiers/Scanners and multi-function devices
  • Active Directory user account management
  • Audio/Visual equipment, including conferencing systems
  • Remote access technologies and VPN familiarity
  • Browsers and online applications
  • Helpdesk management systems
  • MS Office Suite and other common productivity tools.
  • Cloud software platforms, including Office 365

Safety Responsibility:

Perform all job duties and responsibilities in a safe manner to protect one’s self, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.

Training and/or Education:

High School or GED.

Technology industry specific certifications are a plus.

Required Experience:

Customer Service experience; demonstrated experience working with technology.

2 years working in Technology industry or 1 year of technology helpdesk experience

OR relevant advanced information technology training.

Licenses or Certificates:

Virginia Driver’s License

Special Requirements:

This position is classified as essential personnel.

FLSA Status:

Non-Exempt

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. Work requires high-speed operation of keyboard devices.

Unusual Demands:

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. Work involves meeting multiple demands on a timely basis. Duties may require some seasonal overtime.

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