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The Southern California Regional Rail Authority (SCRRA), operator of the METROLINK Commuter Rail System, is seeking a temporary Special Services Employee (SSE) - IT Help Desk Technician who will provide the first line of phone support for all in-house computer related requests including software, hardware and network troubleshooting. This position requires knowledge and the ability to operate new and diversified technology such as Office 365, Skype for Business, OneDrive for Business, Sharepoint, Azure Active Directory, Azure Cloud hosting, Mobile Device Management (Airwatch), Wide Area Network environment, enterprise-grade applications such as ERP and ECM systems, and more.

This at-will employment will be for a limited term of up to, but not to exceed 1,000 hours in a fiscal year (July 1-June 30) or six (6) months, whichever comes first.

TO APPLY: This is a continuous recruitment with the first review of applications beginning January 7, 2020. Interested applicants are encouraged to apply immediately.

The duties listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.

• Provide front line troubleshooting for helpdesk requests for technical assistance in person, via phone, remotely and electronically.
• Diagnose and resolve technical hardware, software and cellular device issues.
• Research questions using all available tools and resources.
• Advise user on appropriate action(s).
• Follow standard helpdesk procedures.
• Log all helpdesk interactions within the helpdesk software system.
• Redirect and escalate problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolution.
• Setup, install and configure computer and mobile devices.
• Perform other related duties as assigned.

• Receives general oversight from departmental management and supervisory level roles.
• No formal supervisory responsibilities.

Education and Experience

• A minimum of (3) years of work experience in successfully providing Customer service in person and over the phone handling inquiries in the Information Technology space.
• A combination of training, education and or experience that provides the required knowledge, skills and abilities may be considered when determining minimum qualifications.  Advanced relevant coursework may also substitute for a portion of required experience.
• A valid class C Driver's License with a satisfactory driving record of no more than three moving violations and no DUI's within the last three years.

• Fundamental operations of software, hardware and other equipment

• Verbal and written communication
• Organization and time management

• Stay current with system information, changes and updates and document accordingly.
• Drive to remote offices for front line support and/or equipment delivery
• Work approximately 40 hours per week for six months (not to exceed 1,000 hours in a fiscal year)

• Transition between standing, walking and sitting at varying lengths of time
• Climb or balance and stoop, kneel, crouch or crawl
• Use hands to finger, handle, feel and grasp tools to perform the duties of the position
• Ability to lift, hold and move objects up to 25 lbs.
• Hear and perceive the nature of sounds
• Listen and express or exchange ideas by means of spoken words
• Adjust visual focus

Selection Process:
Following a review of resumes and/or applications, only the most highly qualified applicants will be invited to continue in the selection process. Eligible applicants will be notified of the exact time and place of assessments and interview. Candidates will be interviewed to determine their relative knowledge, skills and ability in job related areas. Offers of employment may be contingent upon successful completion of a reference check, including degree verification and criminal records check provided through SCRRA.

In compliance with the Americans with Disabilities Act, the SCRRA will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. If you believe you possess a disability that requires accommodation for the testing process, please provide notice with your application materials or call the Human Resources Department at (213) 452-0444. Proper supporting documentation may be requested by SCRRA in order to accommodate special needs of candidates.

SCRRA is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, SCRRA will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.