IT Support Specialist

Information Technology Support Specialist

Work locations: Both 415 N. Zarfoss Drive, York PA 17404 - AND - 901 N. Cameron St. Harrisburg, PA 17101

Salary: $21.00/hr- $26.00/hr

Benefits: Excellent benefit package, low cost insurance

Role in organization:

The position is critical in assisting the Susquehanna Regional Transportation Authority in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. We are the means for which people have access to experiences that alter their lives in meaningful ways. Our culture of innovation and stewardship champions that mission. This position plays a crucial role in providing technical assistance and support to the company's end-users. Responsible for resolving Information Technology (IT) issues promptly, ensuring smooth operations, and providing excellent customer service. 

Key/Reporting Relationship:

This position reports to the System / Network Administrator. This position receives general instructions regarding the scope of assignments and relation to the Authority's strategic goals.

Essential Duties and Responsibilities:

Provides technical assistance and support to end-users for hardware, software, and networking issues.

Manages hardware and software related to communications of all types used by the Authorities. Ensures user problems involving hardware/software are managed in a timely and professional manner; diagnoses problems; contacts other technical staff as necessary; completes on-site repairs, provides users with replacement equipment if required; and/or conducts repair follow-up.

Troubleshoots and resolve IT-related problems in a timely and efficient manner. 

Installs, configures, and maintains computer systems, peripherals, and software applications. 

Sets up and configures user accounts and permissions. 

Assists with IT asset management, including inventory tracking and maintenance. 

Responds to IT support tickets and requests, prioritizing tasks based on urgency and impact. 

Documents IT support activities, solutions, and procedures for future reference by working with the Trouble Ticket system provided by the Authorities. 

Collaborates with other IT team members to escalate and resolve complex issues.

Assists in the development and implementation of IT policies and procedures. 

Ensures compliance by following Authorities' policies and procedures and local, state and government regulations. Maintains regular attendance and performs duties and responsibilities as assigned. 

Contributes to the team by training assigned employees.

Maintains trust, confidence and a positive image of the organizations by keeping information confidential and disclosing only on a need to know basis; ensuring high ethical standards; and using good customer service skills with both internal and external customers.

Ensures communication and positive image of Authorities by reviewing critical incidents, exceptions to policy and/or goal achievement with supervisor.

Maintains cooperative relationship with coworkers and management bycommunicating necessary information, responding to requests, building rapport; and participating in problem- solving methods.

Contributes to effective communications within the organization by establishing and maintaining effective communication lines with all staff members and general public. Keeps management and staff informed of critical information needed to ensure smooth operations. 

Maintains professional and technical knowledge by attending educational classes/workshops; reviewing professional publications; establishing personal networks; and participating in relevant professional societies.

Additional Tasks: Contributes to SRTA team effort by performing other assigned duties as needed.

Job requirements:

Requirements listed represent the knowledge, skill, and/or ability, mental/physical demands and work environments required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential knowledge, skills, abilities and experience:

• Bachelor's Degree in Information Technology, Computer Science, Management Information Systems, or a related field or equivalent experience.
• Previous experience in IT support or a related role.
• Relevant IT certifications a plus (e.g., CompTIA A+, Network+, Microsoft Certified Desktop Support Technician).
• Strong technical skills in troubleshooting hardware, software, and networking issues. 

• Ability to communicate technical information to a non-technical audience.
• Ability to understand transit systems operations and service area.
• Ability to solve problems and deal with a variety of changing situations in a timely manner.
• Ability to be detail oriented, ensure accuracy, and meet deadlines.
• Ability to be organized and work on multiple projects in a fast-paced environment.
• Ability to maintain confidentiality.
• Ability to maintain compliance with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to manage one's own time and to follow a schedule to meet deadlines.
• Excellent written, verbal, communication and interpersonal skills. 
• Expert level in computer applications to include MS Office. 
• Ability to actively listen, communicate effectively and follow oral and written instructions that are given in English. Ability to complete records. Ability to work with diverse customers.
• A collaborative and flexible style with the ability to work cooperatively with a variety of staff, both internally and externally. 
• Work hours may include a nonstandard workweek, overtime, various shifts and weekend work. 
• Ability to travel for meetings, training purposes or other organizational needs with occasional overnight requirements.
• Ability to represent the Authority in a professional and positive manner at all times. 
• Must meet hiring qualifications of an acceptable driving record and background verification in accordance with SRTA standards. 
• Must have regular attendance and punctuality.

Certificates and Licenses Required: 

• Must possess valid motor vehicle operator's license that is not under suspension or revocation. 

The Authority is an equal opportunity employer.