Provides good customer service agency-wide; tracks computer, network, applications, and telecommunication issues, and reports to various teams for reconciliation; administers Metro′s information systems and initiates corrective action as required to keep systems functioning effectively and efficiently.

• Works the Help Desk providing customer assistance on network resources, including Microsoft Office, Outlook, internet/intranet, and other Metro-standard software; responds to telephone calls, voicemails, and e-mails

• Assists customers with network and application passwords (reset/unlock/change)

• Assists with self-service access

• Logs and assigns trouble tickets, requests, and work orders to corresponding work groups; may gather information and troubleshoot

• Coordinates the resolution of computer processing problems between users, systems programming, applications programming, computer operations, and telecommunications staff

• Responds to customer service surveys

• Distributes pagers and cellular phones

• Prepares reports and correspondence, generates monthly graphs and statistics, and generates monthly status reports

• Participates in the department's information security, disaster recovery, and safety programs

• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

  
  May be required to perform other related job duties

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• Use of network, computers, and various office equipment

• Office programs

• Wireless devices and telephones

• Applicable business software applications

• Computer operating systems

• Help desk functions and procedures

• File access concepts, procedures and commands

• Good customer service

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

• Answering telephone calls and assisting customers with various issues

• Computer use

• Using account management tools

• Use of wireless devices and telephone functions

• Analyzing situations, troubleshooting and identifying problems, and providing solutions

• Communicating effectively orally and in writing

• Interacting professionally with various levels of Metro employees and outside representatives

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Use call reporting/tracking systems

• Analyze and troubleshoot network connections

• Analyze and troubleshoot/assist with wireless technical issues

• Communicate verbally or in writing with vendors

• Prepare reports and correspondence and maintain accurate records

• Understand, interpret, and apply laws, rules, regulations, policies, and procedures

• Perform training on software applications

• Forecast production needs

• Read, write, speak, and understand English

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:

Education

• Bachelor's Degree in Computer Science, Management Information Systems, Business, Public Administration, or a related field

Experience

• None Required; experience managing Microsoft Windows network environment or advanced experience with Microsoft Office programs; some positions in this class may require specialized experience in area of assignment

Certifications/Licenses/Special Requirements

• A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions

• On-call, weekend, overtime work, and travel are required

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

• Typical office situation

• Close exposure to computer monitors and video screen

Physical Effort Required

• Sitting at a desk or table

• Operate a telephone or other telecommunications device and communicate through the medium

• Type and use a keyboard and mouse to perform necessary computer-based functions

• Communicating through speech in the English language required