Help Desk Technical Support Administrator

Job Opportunity Announcement
Help Desk Technical Support Administrator

Position Summary:  NICTD intends to hire a Help Desk Technical Support Administrator to help operate and maintain its positive train control (PTC) systems and business information technology (IT) in the event assistance is needed. Help Desk Technical Support Administrators provide 365/7/24 implementation and troubleshooting services for all of the District’s employees and their associated computer systems. Other assignments include real-time oversight of all systems, periodic updates, network monitoring, system troubleshooting, and related diagnostics. Applicants must have excellent technical knowledge and be able to communicate effectively about problems and solutions. They must also be customer-focused and patient with difficult customers.

Description of Duties:

• Overall pro-active responsibility for the timely and successful operation and maintenance of the PTC systems and District’s IT.
• Must have a calm temperament and patient attitude at all times when working with customers and stakeholders.
• Serves as the first point of contact for customer technical assistance.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions to customers.
• Research, diagnose, troubleshoot, and identify solutions to system issues.
• Follows standard procedures for timely and proper escalation of unresolved issues to the appropriate internal teams.
• Direct unresolved issues to the next level of support personnel.
• Track open vendor tickets and follow up with external support to ensure issues aren’t stalled.
• Perform software and hardware updates to the PTC system.
• Perform testing for the PTC system software, hardware, and applications.
• Provide detailed reports using data analytics to improve system performance.
• Provide accurate information on products or services.
• Assist in maintaining GLPI asset records, keeping hardware/software inventories current and accurate.
• Pass on feedback or support issues to the appropriate internal team; identify and suggest possible improvements on procedures.
• Use remote desktop connections to provide immediate support.
• Diagnose and troubleshoot technical issues, including account login and network configuration.
• Timely track computer system issues through to resolution.
• The employee may have to sit for long periods of time but be able to get up from a seated position to take breaks.
• Talk clients through a series of actions, either via radio, phone or email, when necessary to resolve technical issues.
• Develop accurate solutions through reference to internal databases or external resources. Some resources are kept on a shelf 65.5” high, requiring the employee to be able bodied enough to reach this height to attain or store informational books.
• Properly record events, problems, and solutions in the PTC database and logs. Files of Logs and trip reports may weigh up to 20 lbs. and be stored in a lower desk drawer at 14.5” from the ground and then transferred to the basement requiring the employee to ascend and descend 21 7” tall steps with use of one handrail while carrying the file.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their assets are fully functional after troubleshooting.
• Employee will be able to walk short distances to gather reports and information from other staff.
• Maintain professional relationships with customers and other stakeholders.
• Prepare accurate and timely reports.
• Works closely with the PTC System stakeholders from the Operations, Transportation, Mechanical and Engineering Departments.
• Supports diversity and equal opportunity initiatives.
• Performs other duties as assigned.

• NICTD solicits applications from all persons with electrical, computer, and customer service experience – with preference for persons experienced in troubleshooting computer system components and systems.
• College Education and certificates related to technology is preferred.
• Working knowledge, study, or internships relating to railroad signal and communication systems and computer systems with or without supervisory experience is helpful but not required. Railroad experience is not necessary but helpful. We’ll “train” you on what you need to know about railroads.
• Demonstrated in-field leadership in troubleshooting and assisting others with system maintenance or project management is preferred.
• Genuine interest in technology as shown through internships, volunteer projects, or other work or non-work activities is preferred.
• Experience in the development and implementation of industrial training programs is preferred.
• Able to multi-task among competing and changing priorities while maintaining a pleasant disposition. Superior communication and listening skills; able to write objective, fact-based memos and reports.
• Must be competent in using Microsoft Windows and Microsoft Office. Familiarity with MS ExcelWord, Office 365 or similar software is preferred. Must be adaptable to learning new software. Competent, comfortable, and keenly interested in software relating to network monitoring systems, asset management, project planning/scheduling, and productivity evaluation.
• Valid driver’s license with an insurable driving record under the District’s fleet policy is required. Reliable transportation to and from Michigan City, Indiana, in all types of weather is required.
• Willing to work indoors and outdoors; occasionally varied shift hours, occasionally varied days off, some holidays if operationally necessary and extended hours based on the needs of the service. May participate in weekend duty rotation.
• Superior safety, attendance, and work service records.

Selection is also subject to satisfactory results from a post-offer physical examination (including drug and alcohol screening tests) and a post-offer background evaluation (including criminal and trust-related criteria).

Schedule:  Interested candidates must be willing to work weekday and weekend coverage and all shifts (morning, afternoon, and overnight).  Schedules and assignments are subject to change based on the needs of the service, PTC System progress, and staffing requirements for the department. The successful applicant must accept off-duty calls from their manager for help with situational emergencies.

Supervision:  The position reports to the Help Desk Technical Support Supervisor.

Salary and Benefits: The salary range for this opportunity starts at $60,000 to $65,000 and will be set based on skills, experience, and consistent with pay structure for others in comparable assignments. Health care, dental care, vacation, holidays, supplemental pension plan, Railroad Retirement Board benefits, and comp time are some of the benefits available. Credit for time served in other railroad employment, including approved military leaves, will be applied in determining vacation day entitlements. Relocation benefits are not available.

Work Environment:  The employee will be in an office environment unless system requirements trigger a need to work in another indoor or outdoor work area. The noise level ranges from quiet to moderately loud.

How To Apply:  Complete the application and submit a written resume outlining education, training, experience, and work history. A cover letter outlining the reasons why you are interested and why you believe you are best qualified is encouraged but not required.
 

Apply early for best chance for consideration; the District reserves the option to close this position at any time.

NICTD is an Equal Opportunity Employer

NICTD is an Equal Opportunity/Affirmative Action Employer. We strive to have a workforce that reflects the community we serve. It is our policy to fill vacant positions with qualified candidates without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class, assuming the individual can perform the essential functions of the job with or without reasonable accommodations.

NICTD’s complete EEO Policy Statement is available upon request to the District’s EEO Officer, Ms. Laura Harrington, at (219) 874-4221, ext 219; e-mail: laura.harrington@nictd.com.

Applicant Note: This application form is intended for use in evaluating your qualifications for employment. It is not an employment contract. Please answer all questions completely and to the best of your ability. False or misleading statements are grounds for refusal or termination of employment and benefits.

Applicants are considered without regard to race, color, religion, national origin, gender, age, disability, marital status, veteran status, sexual orientation, citizenship, or any other characteristic protected by law in all employment decisions.