IT Support Specialist (3052)

Septa • Philadelphia, PA

1d

About The Position

IT Support Specialist provides responsive, high quality customer support to our end users. This role will support the hardware and software, and light administration of systems used by end users companywide.This individual contributor is primarily responsible for providing first and second level support to resolve difficult or complex problems, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or related field with three (3) years of technology experience required.
• An equivalent combination of experience and education (i.e., two (2) years of related experience, equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
• Ability to diagnose and repair problems with computers, peripheral devices, & network equipment required.
• Ability to think logically and analyze technical information, including written manuals, computer/ equipment mechanisms and parts required.
• Strong knowledge of Microsoft Office 365 required.
• Experience with various software, such as Microsoft Windows operating system, Office365 required.
• Experience following processes, recommending improvements, translating technical terms to non-technical users, solving technical problems, and working in a team environment required.
• Knowledge of network infrastructure & server  hardware/software, such as: Windows Server, Unix/AIX, iSeries/ AS400, vSphere/VMWare required.

Responsibilities

• Leads installation, upgrades, troubleshooting and repair of hardware and software on or related to desktop pc's, printers, pc hardware systems, pc networks
• Utilizing tracking software to track and monitor the resolution of issues and/or open tickets.
• Resetting equipment or applying solutions to quickly resolve problems
• Resolves complex issues. Resolves escalated issues from less experienced support staff.
• Identifies and document's fault patterns over a period of time and involve other technical resources in the IT function or the vendor community to develop permanent fixes.
• Collaborates with customers and advises about technical issues. Answers complex questions regarding PC/printer software/hardware issues and makes IT recommendations.
• Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes. Troubleshoots second and third level support for any problems experienced by production equipment. May make decisions on when outside technical helps needs to be contacted and called onsite for fixes.
• Partners cross functionally to resolve issues.
• May lift and transports PC's, monitors, terminals and printers for deployment as well as repair.
• Hours of support may require weekend, holiday and/ or off-hours shift coverage.
• Willing to travel within SEPTA Operating environment up to 20%, as needed.

Benefits

• Comprehensive Healthcare Coverage – Medical, prescription, dental, and vision plans with little to no employee premiums.
• Retirement Security – Participate in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan to build your financial future.
• Work-Life Balance – Enjoy paid parental leave, generous vacation time, and paid holidays to recharge and spend time with loved ones.
• Employee Wellness – Access wellness programs and resources to support your physical, mental, and emotional well-being.
• Invest in Your Growth – We offer tuition reimbursement to support your education and career advancement.
• Student Loan Assistance – Our positions qualify for the Public Service Loan Forgiveness (PSLF) program, helping you manage and reduce student debt.
• Free Travel Perks – Receive a FREE SEPTA Transportation Pass, giving you unlimited access to all SEPTA services!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level