Tech Support Associate

at Metra in Chicago, Illinois, United States

Job Description

Date Posted: 12/1/2023 Posting End Date: 12/14/2023 Location: 98-Non-Contract City: Chicago State: IL Country: United States of America Category: Technicians FLSA Status: Exempt Salary Mid Point: -- Salary Range: $55,954.00 - $85,978.00 Metra is one of the largest and most complex commuter rail systems in North America, serving Cook, DuPage, Will, Lake, Kane, and McHenry Counties. The agency is linking communities in Northeastern Illinois by providing safe, reliable, and efficient commuter service. Information Technology is divided into four sections: Enterprise Applications, Railroad Applications, Network Services and Systems Development. The Enterprise Applications team is charged with implementing and supporting applications used enterprise-wide at Metra, such as the new Enterprise Resource Planning (ERP) system and HR, Payroll and Timekeeping systems. The Railroad Applications team is charged with implementing and supporting applications used to support Metra's Transportation, Mechanical, and Engineering functions. The Network Services section has two distinct groups: IT Support and Network Operations. IT Support maintains and supports the agency's personal computers as well as computer aided design (CAD) systems for the Engineering Department and point-of-sale terminals. Network Operations builds and maintains the servers and storage that are replacing the agency's mainframe, the data network, e-mail system and disaster recovery capabilities. Systems Development develops, maintains, and supports all application systems built in-house, across all business functions. Reporting to the Manager, IT Support the Technical Support Associate will respond to, troubleshoot, track, and resolve technical and procedural issues for both hardware and software for Metra's microcomputer end-users. The primary duties include: Configure, install, move, and maintain microcomputer hardware, printers, and other equipment at all Metra facilities. Install and maintain software applications. Respond to, troubleshoot, track, and resolve end-user issues with microcomputer, and local area Network (LAN) hardware, software, or other issues. Maintain an accurate and detailed record of all work performed using the Metra ticketing system. Assist senior staff with technical support activities (e.g. setting up equipment for training or presentations) and participate in larger infrastructure projects as assigned. Promote safe work practices and maintain and foster a safe work environment. Must be willing to travel within Metra's 6-county region. Perform other related duties as assigned to meet the ongoing needs of the organization. Final salary will be determined in part by the qualifications of the selected candidate. Metra is a railroad employer subject to the provisions of the Railroad Retirement Tax Act, not the Social Security Administration. Bachelor's degree or in lieu of degree, a combination of education and experience may be substituted for the required degree that equals four years in information technology. Good knowledge of microcomputer hardware and application programs. Good knowledge of hardware and software installation and troubleshooting techniques. Some knowledge of enterprise desktop management systems. Good organizational, analytical, and problem solving skills. Good verbal and written communication skills. Good interpersonal and customer service skills. Proficiency in Microsoft Office Suite. Ability to handle multiple assignments and set appropriate priorities with minimal supervision. Ability to work independently or in a team environment. Ability to maintain detailed work records. Must be willing to travel within Metra's 6-county region. Preferences: Computer Technology Industry Association (CompTIA) A+ Certification Please note: Regardless of any state laws that legalize marijuana, Metra prohibits applicants and employees' use or possession of marijuana (or marijuana paraphernalia), or having detectable amounts of marijuana in their bodies, including synthetic and/or non-synthetic substances such as THC for any reason for pre-employment screening purposes, while on duty, subject to duty, on Metra property, or in Metra work equipment and vehicles. Metra is an Equal Opportunity/ Affirmative Action Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, gender identity, disability or any protected categories, assuming an individual can perform the essential functions of the job with or without accommodation.
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Job Posting: 11493952

Posted On: Dec 01, 2023

Updated On: Dec 20, 2023

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