Job Description

 PLEASE APPLY ON OUR AT https://ridetrinitymetro.org/. NO APPLICATIONS WILL BE ACCEPTED HERE

Trinity Metro has an immediate opening for a Lead Technical Services Coordinator.  The incumbent will be responsible for leading the Technical Service team.

THIS POSITIONS RESPONSIBILITIES INCLUDE:

• Able to lead and mentor other Technical Service staff
• Capacity to handle challenging, and escalated situations with a calm demeanor and approach.
• Provide quality customer service and IT support to users in a dynamic and fast paced environment
• Provide over-the-phone and online troubleshooting support (calls and self-service) for users with varying degrees of computer skills
• Triage and troubleshoot all manner of IT issues, including account/authentication issues, hardware and software issues, network and VPN issues, and issues relating to mobile devices.
• Manage advanced Help Desk tickets.
• Assist Technical Service staff with troubleshooting problems.
• Provide detailed documentation of steps taken to resolve user’s issues within the ticketing system; including initial diagnosis and all pertinent information
• Unlock accounts and reset passwords for users on multiple networks
• Install common software via endpoint management systems
• Resolve at least 70% of all interactions on first contact
• Provide remote desktop support using RDP and other methods
• Provide users with the status of their open ticket(s) and serve as intermediary between users and technical support groups

EXPERIENCE

• Excellent oral and written communications skills with customers and peers; demonstrated success in handling customers challenges
• Prior experience in any customer service or customer-facing role is strongly desired
• Demonstrated ability to learn new techniques and procedures and adapt to change
• Prior experience with IT ticketing systems 5+ years of experience supporting users in an IT Support role is desired

EDUCATION

• Some college (Associate’s or Bachelor’s Degree) or equivalent experience
• CompTIA, HDI, or ITIL Foundations certification

Company Description

Please apply on our website www.ridetrinitymetro.org/career