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GoTriangle

IT Support Specialist Job at GoTriangle in Durham

GoTriangle, Durham, NC, United States, 27703

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This range is provided by GoTriangle. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$49,923.00/yr - $87,737.00/yr

GENERAL STATEMENT OF JOB DUTIES

GoTriangle is the regional public transportation authority serving the Raleigh-Durham-Chapel Hill area. We are dedicated to providing safe, reliable, and innovative transit solutions. To support our mission, we are seeking a proactive and customer-focused IT Support Specialist to manage all incoming incidents and requests for the IT Support Service Desk. The IT Support Specialist is the first point of contact for all technical support needs within GoTriangle. This role is responsible for managing, prioritizing, and resolving IT incidents and service requests, ensuring a high level of customer satisfaction and timely resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Serve as the primary contact for all incoming IT incidents and service requests via phone, email, or ticketing system.
  2. Accurately log and categorize incidents and requests in the service management system.
  3. Assign tickets to appropriate IT team members when necessary and monitor progress to ensure timely resolution.
  4. Provide first-level troubleshooting for hardware, software, network, and peripheral issues.
  5. Escalate complex technical issues to higher-level support teams or vendors as needed.
  6. Follow up with users to confirm resolution and ensure customer satisfaction.
  7. Monitor the service desk queue to maintain response and resolution time SLAs.
  8. Generate reports on ticket trends, common issues, and areas for improvement.
  9. Identify recurring incidents and recommend long-term solutions.
  10. Create and maintain detailed documentation for common issues and resolutions.
  11. Contribute to the development of a knowledge base to empower end-users with self-help resources.
  12. Provide exceptional customer service, ensuring clear communication and a positive experience for all users.
  13. Educate users on IT policies, best practices, and available resources.
  14. Stay current on new technologies and tools to enhance service desk operations.
  15. Participate in team meetings to review performance metrics and suggest process improvements.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

  • Associate's degree in Information Technology, Computer Science, or a related field.
  • Minimum of three (3) years of experience in a technical support or help desk role.
  • Certification(s) Preferred - CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate.
  • Proficiency in troubleshooting Windows and macOS operating systems.
  • Experience with Microsoft Office 365, Active Directory, and remote support tools.
  • Knowledge of basic networking concepts (e.g., TCP/IP, DNS, VPN).
  • Strong communication and interpersonal skills with a customer-first mindset.
  • Excellent problem-solving and organizational abilities.
  • Ability to multitask and prioritize in a fast-paced environment.

Working Conditions

Works in an office environment with minimal exposure to dust, noise, or extreme temperatures. May be moderately exposed to unpleasant working conditions during site visits, requiring adherence to safety policies and use of protective gear.

Physical Requirements

Sedentary work involving sitting most of the time; occasional walking and standing. Exerting up to 10 pounds of force occasionally.

EEO Statement

GoTriangle is an equal opportunity employer committed to diversity and nondiscrimination in employment practices.

Accommodations

If you require reasonable accommodations due to a disability during the application or hiring process, please contact us and specify your needs.

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