IT Service Desk Technician (Cedar Rapids, US)

IT Service Desk Technician (Cedar Rapids, US)

Job Summary:

At Trapeze, we strive to make transportation easy for our customers and the thousands of people they serve every day. We are a team of passionate, fun, forward-thinkers working with our mission of providing innovative solutions to move people through life.

As our IT Service Desk Technician you will provide local and remote staff with technology support. You will be responsible for supporting for basic IT issues, including desktop, hardware and mobile device support, user administration, end user administration, software upgrades and maintenance, and hardware repair.

Job Description:

What you’ll be doing:

  • Fielding incoming help requests from end users via telephone, e-mail and in-person interactions in a courteous and professional manner
  • Clearly documenting all pertinent end user identification information, problem details, troubleshooting steps and final resolution
  • Prioritizing incoming trouble tickets and schedule investigation and resolution accordingly
  • Escalating problems (when required) to the appropriately experienced analyst
  • Applying appropriate diagnostic utilities to aid in troubleshooting
  • Accessing software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution
  • Identifying and learn appropriate software and hardware items used and supported by the organization
  • Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
  • Testing fixes to ensure problem has been adequately resolved
  • Performing post-resolution follow-ups to help requests whenever appropriate
  • Evaluating documented resolutions and analyze trends for ways to prevent future problem occurrences
  •  Developing help sheets and other proactive documentation for end users

What you’ll bring to the team

  • 2 years’ experience in a similar field (service desk/helpdesk) or a bachelor’s degree in a relevant field
  • Knowledge of basic computer hardware (PC-only)
  • Experience with desktop and server operating systems, including but not limited to Microsoft Windows 7, 8.1, 10, Server 2008R2, 2012, 2016
  • Working knowledge of Office 2010, 2013, 2016, Exchange, and Active Directory
  • Prior experience with a ticket tracking solution is considered an asset
  • Experience with iOS and Android troubleshooting
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and diagnostic interview skills
  • Strong proactive and reactive documentation skills
  • Ability to present ideas in user-friendly “low-tech” language
  • Proven analytical and problem-solving abilities
  • Ability to conduct research into a wide range of computing/technical issues as required
  • Ability to absorb and retain information quickly and effectively
  • Highly self-motivated and directed

Work Environment

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, smartphones and to handle other computer components
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals
  • 10-15% travel required

About Trapeze

Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development.

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