Help Desk Technician

Position Title: Help Desk Technician

Safety Sensitive: No

Supervisor’s Title: Manager – Technical Support

FLSA Status: Non\-exempt

Department: Information Technology

Division: Technical Support

This is an on\-site position. This role will not be remote.

Applicants must be currently authorized to work in the US on a full\-time basis. IPTC will not sponsor visas or work authorizations for this position.

ABOUT US

We are IndyGo, a Municipal Corporation of Indianapolis – Marion County, and we’re proud to be the largest public transportation provider in the state of Indiana. We operate 31 transit routes throughout the county, providing nearly 10 million passenger trips a year to the good citizens of our region. IndyGo is committed to expanding mobility options to improve connectivity with the company’s mission, vision, and goals. WHO WE ARE

A key measure of any great city is the ease of getting from one place to another. We call it “mobility.” It’s as essential as access to electricity and clean water. It moves a city forward to become a better place of opportunity and community. It’s a measure of a city’s vitality and potential, and it reflects a city’s judgment about its civic priorities. It makes a city a better home and a better place to visit.

At IndyGo, getting people from one place to another is much more than just moving riders: it’s about getting our riders to their hopes and dreams, to their education and careers, to their families and friends, to their health and well\-being, and to another day of life in Indianapolis and the surrounding areas.

We’re here because you’ve got somewhere you need to be, and you need an easy, reliable way to get there. So come on; get on and get going to wherever you want to go on IndyGo.

INDYGO MISSION

As the region's largest transit authority, we are duty\-bound to set the bar for transparency, trust, and overall professionalism. Our mission is to connect our community to economic and cultural opportunities through safe, reliable, and accessible mobility experiences.*Accountability:

• We are legally, ethically, and morally committed to utilizing all resources responsibly with integrity and transparency.
*Adaptability:
• We adapt to disruptions through technology, workforce, and ridership innovations so we can meet the evolving needs of our community.
*Workplace Culture:
• We offer an empowering workplace to meet the needs of our teammates and riders.
*Compassion:
• We promote, embrace and value all individuals, treating each other with dignity and respect.
*Communication:
• We value open and honest conversations with each other, our riders and the community.
*Excellence:
• We are proud of who we are and the work we do and will continue to exceed customer expectations.
*Responsibility:
• We will be good stewards of our resources.
*Results:
• We make things better today than they were yesterday.
*Safety:
• We ensure safe and secure environments.
BENEFITS WE OFFER
• Full\-time positions with guaranteed 40 hours/week.
• Medical, dental, and vision (effective on the 1st of the month, 30 days after the start date).
• Free on\-site wellness clinic for employees and their families.
• Retirement plan (401A and 457B).
• Tuition reimbursement.
• Free IndyGo transportation for employees and their families.
• Federal Loan Forgiveness Program

POSITION PURPOSE

The Helpdesk Technician provides Tier 1 level support for Windows users on laptops and desktop computers during business hours (7:00 a.m. – 7:00 p.m., based on assigned schedule). This role will respond to technical requests and issues created using the ticketing system. This person is expected to work independently and handle various IndyGo Information technology (IT) issues. This is an opportunity for an entry\-level or technical support person to learn and advance their career. IndyGo IT champions secondary education and applicable training for career and role success. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To succeed in this role, an individual must satisfactorily perform the functions listed below. The company will provide reasonable accommodation to enable individuals with disabilities to perform these functions. ESSENTIAL FUNCTIONS

• Provide end\-user support (Help Desk function.)
• Manage and support remote employees and their related devices.
• Support and troubleshoot Microsoft products.
• Manage updates, patches, and configuration changes on hardware, Microsoft software, application transportation\-based software, and others as assigned.
• Introduce, integrate, and configure new technologies into the existing environment
• Maintain and develop system documentation, policies, procedures, forms, instructions, etc.
• Assign and maintain the equipment asset tag system.
• Perform routine audits of systems and software.
• Install and update desktops, laptops, cellular devices, peripherals, networks, and related software.
• Troubleshoot all information technology issues, including software, hardware, and networking.
• Support administrative and operational staff consisting of on\-site users, remote users, and users located at satellite facilities.
• Manage incidents and user requests through an established incident and request management system.

OTHER FUNCTIONS

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• None.

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience

• High school diploma or equivalent. An equivalent combination of education and experience may be considered.
• Two (2\) years of related information technology support experience, or an equivalent combination of education, training, and experience
• Network\+, A\+, Security \+ certifications are a plus
• SharePoint administration experience is a plus
• Active Directory experience is a plus
• Office 365 application experience is a plus

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

• Ability to understand and categorize technical problems at Tier 1 and possibly Tier 2 level.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information.
• Ability to interact appropriately with colleagues for different purposes in different contexts.
• Proficiency with computers, including proficiency with Microsoft Office, internet, information systems, computer security, and application support packages, including the ability to install, maintain, and repair computers and computer software and hardware.
• Ability to operate office equipment, including copiers, fax machines, and phones.
• Ability to manage multiple responsibilities and work in a deadline\-oriented environment.
• Ability to work independently with work reviewed on a regular basis.
• Ability to interact with others, both in person and through phone, e\-mail, and written correspondence.
• Must have excellent prioritization, responsiveness, and customer service skills.
• Bilingual candidates are encouraged to apply.
• Requires the ability to quickly adapt and adjust priorities in a fast\-changing environment.
• Organized with the ability to perform focused work with close attention to detail.

PHYSICAL DEMANDS

The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to remain stationary 50% of the time and to move intermittently throughout the workday, occasionally between departments or facilities.
• Ability to identify and distinguish colors, judge distances, and spatial relationships
• Ability to transport heavy items weighing up to 30 lbs. through facility and to the work area regularly during the work shift.

IndyGo is an Equal Opportunity Employer.**