IT Service Desk Technician

Job Description

Job Description

Job title: Service Desk technician
Location: 4012 South Dairy Ashford 77082
About the role:

This position will require working closely with HCTRA’s Incident Response Technicians (IRT), dispatchers (IMD), constables, and contractors in addition to working with rest of HCTRA users via phone. This location requires adapting to unique processes and procedures that differ from other locations. 

Requirements / Knowledge: 
• High school diploma or equivalent 
• Basic computer and troubleshooting skills
• Any IT certification or equivalent of 1-2 years of technical school
• CompTIA A+ certificate is a plus and will be prioritized over others. 
• Hired candidates will be required to be on-call for one week every 8 weeks.
Skills / Abilities:  
• Prefer customer service experience relating to communication and customer-facing skills.
• Ability to follow instructions and meet project deadlines.
• Ability to lift equipment up to 50lbs such computer systems and UPS batteries.
• Works well in a team environment and independently.
• Adapted quickly to a fast-paced work environment while maintaining efficiency during high-volume daily rushes.
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Possess a positive and confidence attitude.
• From time to time, work in cold or hot temperatures when working on computer equipment in vehicles outside or garage area.
Responsibilities: Responsibilities include, but not limited to: 
• Daily checkups such as check server room for adequate room temperature, any failed UPS batteries, and any unusual errors on any of the servers. Check Incident Management room for any issues in the fast-paced environment.
• Work alongside Incident Management Security Team maintaining IRT and Constable Issues technology issues.
• Imaging computers with HCTRA or HCO images using SCCM/flash drive and troubleshoot:
o Constable computers provided by US Helpdesk
o Laptops and desktop on both HCTRA and HCO network
o IRT vehicle computers / tablets
• Configure constable laptops to run HCO network- includes DNS and Wins
• Drive out to plazas to support constable Desktops
• Install camera software for constables and for IRT and test them if working properly
• New software installation such as MCT (citation info program for constables/dispatch)
• Report and work on issues that may involve Windows, UNIX, or Network Teams
• Check network connectivity using fluke devices
• Provide remote assistance using Dameware and other Remote Desktop Applications such as dispatch users who work remotely
• Assist in creating new users for both Incident Management/Public Safety
• Accountable for working and closing out tickets in a timely manner
• Provide local and network printer support
• Provide desktop scanner support (Epson)
• Support Microsoft Office products (Word, Excel, PowerPoint, etc.)
• Contact precinct IT on the toll road to accomplish projects that involve constables and HCTRA
• First level of contact before Transcore is called for Dispatch LCD screens
• Maintain DATS inventory 
• Create/Update documentation for DATS procedures and software
• Troubleshoot dispatch camera decoders before contacting ITS Maintenance group for assistance 
• Maintain the DATS wallboards with updated information (Time & Weather)
• Contact third party vendors for any items under warranty
• Relay issues to IMD Security manager for any issues related to AT&T network issues
• Follow proper procedures and document every lock box that needs to be opened when needing to troubleshoot vehicle modems
• Take initiative to make plans to upgrade old computer equipment in dispatch to prevent any future limitations for dispatchers
• Maintain two-way relationships with precinct IT members to help troubleshoot and fix any issues
• Maintain and keep up with DATS computer OU’s to make sure group policies are up to date
• Effectively set up reservations for computers in the DHCP program to ensure IP addresses are consistent
• Work with NICE administrator for DATS dispatch on any planned projects such as software upgrades
• First point of contact with issues involving Incident Management System (IMS) and escalate accordingly
• Work alongside HoustonTranstar involving software upgrades including CCTV
• Lead in training dispatchers on using Working from Home laptops including using RDP and using Jabber.
• Troubleshoot AT&T jetpacks used for remote IMD users