VIA Metropolitan Transit · 1 day ago
Technical Support Analyst II
San Antonio, TX
Full-time
Onsite
Mid Level
3+ years expVIA Metropolitan Transit is a public transportation agency, and they are seeking a Technical Support Analyst II to be part of their service desk support team. The role involves providing technical support to local and remote customers, troubleshooting software and hardware issues, and acting as a liaison for various departments.
GovernmentHomeland SecurityPublic SafetyPublic TransportationTransportation
Responsibilities
Answers incoming calls for technical support to resolve complex software and hardware issues
Uses remote control software to resolve issues when needed
Performs OS and application maintenance troubleshooting
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
Performs preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and other applications on all end user devices as needed
Logs and updates tickets via the enterprise ticketing system
Apply diagnostic utilities to aid in troubleshooting
Escalates service requests to Technical Support Analyst III as appropriate
Attends and participates in staff meetings and related activities; attends workshops to keep up to date with desktop support issues
Complies with all standard operating procedures (SOPs) and polices
Identify and learn corporate software applications used and supported by the organization
Plan, prioritize, organize, and complete work to meet established objectives
Meet established SLA and KPI requirements on a monthly basis
Act as a technical resource and Subject Matter Expert to others to resolve problems, issues, and errors
Works closely with other departments for collaborating TI projects
Provides guidance to junior members of the team
Installs PC’s, Tablets, and other mobile devices and applications
Prepares and updates systems and application documentation
Preforms desk side support
Travels to other locations to perform troubleshooting and resolve issues
Provides audio/visual support for meeting and corporate events
Qualification
Required
Associates Degree in Information Systems or a related field, and three (3) years of related experience, A+, Net+ or other technology related certification, or an equivalent combination
Must possess intermediate knowledge of Microsoft Windows environment including Windows 10 operating system
Experience with networking principals and Internet Protocol Suite (TCP/IP), Local Area Network (LAN) and Wide Area Network (WAN) is highly desired
Intermediate knowledge of Microsoft Office 365 applications (Outlook, Work, Excel, PowerPoint, etc.)
Must have superior verbal and written communication skills
Must process thorough knowledge of the standard tools, materials, methods, practices, safety precautions and occupational hazards of the trade
Must be able to work with little supervision
Must be able to operate in a fast-paced multi-tasking environment
Must have excellent analytical skills to determine root cause and risk elements while considering alternative courses of action
Must read and understand complex materials such as reports, instructions, and manuals
Must be able to maintain good work attendance
Physical ability required to be mobile, bend, stoop, twist, squat, kneel, sit, stand, reach, carry, climb, and occasionally lift and push objects which weigh 75 pounds and frequently lift and push objects which weigh 50 pounds
Company
VIA Metropolitan Transit
VIA Metropolitan Transit is a transportation company that provides bus, paratransit, vanpool, express, via primo, routes and ride services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$268MKey Investors
Federal Transit Administration
2024-12-18Grant· $268M
Leadership Team
Tremell Brown
Deputy CEO
Recent News
San Antonio Business Journal
2025-02-28
2024-12-19
Business Journals
2024-04-09
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