Reporting to the Director of IT, The IT Help Desk Manager provides internal systems support to internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop software. This position is responsible for support, troubleshooting, and for ensuring the delivery of exceptional quality support services to our internal departments. This is a high visibility position requiring exceptional customer skills, knowledge of help desk processes, as well as understanding of how to operate a Help Desk in a highly dynamic, fast-paced organization.

1. Provide technical support, answering support questions via Helpdesk, phone, email, and Microsoft Teams.
2. Takes ownership of user problems and is proactive when dealing with user issues as well as effectively escalating more in-depth issues as appropriate.
3. Responds to and follows up on inquiries from users and helps them resolve hardware or software problems.
4. Responsible for issue logging, tracking, analysis, reporting, and management.
5. Maintains records and provides regular reporting on repairs, down time, system changes and updates.
6. Responsible for documenting policies & procedures, end-user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.
7. Assists in maintaining and administering software and hardware inventories and licensing.
8. Configures user accounts, network printing, access rights, security protocols and software installation.
9. Initiates and oversees the IT onboarding and offboarding procedures.
10. Assists Desktop Support with maintaining virus protection on all devices.
11. Support users in the use of computer equipment by providing necessary training and advice.
12. Ensure that customer expectations are met or exceeded.
13. Develop and maintain application programs to support user needs with the ability to interface applications to major CTtransit systems.
14. Enhance standard office automation software through the use of macros. Assist users with development of solutions to efficiently handle repetitive tasks.
15. Install and support hardware peripherals, operating systems software and application software for user workstations.
16. Installs software updates and patches to ensure that the proper “version level” is maintained.
17. Assists in establishing procedures and standards for the orderly flow of data throughout CTtransit’s networks. 
18. Prepares reports, presentations, and correspondence as assigned.
19. Maintains, updates, references, and develops I.T. related policies and procedures as needed.
20. Responds to inquiries for information from employees, senior leadership, and/or external partners as needed.
21. Has thorough working knowledge of Agency policies and procedures, and collective bargaining agreements.
22. Conducts studies, performs research and analysis, and manages special projects, as required.
23. Attends in-service training, seminars or other opportunities for professional development as made available by the Agency. Provides training for Agency personnel as required. Actively participates in staff meeting, trainings, etc.
24. Manages the coaching, training, discipline and/or commendations for lower level I.T. personnel or other personnel as needed across the organization.
25. Assists in the interview and selection process for other technology related positions as needed across the organization.
26. Work cooperatively with all levels of personnel.
27. Assists in maintaining Administrative or Operations related databases.
28. Assists other departments and divisions as needed.
29. Other duties and responsibilities as assigned.

1. Minimum possession of a bachelor’s degree or technical education certifications in Computer Science, Computer Programming, Network Administration, Cyber Security, or a closely related field and five (5) years of relevant work experience is required.
2. An equivalent combination of education and work experience on a year-for-year basis can be substituted for the 4-year degree requirement. 
3. Experience working in a union environment, interviewing, hiring, training, employee development, and employee discipline.
4. Experience with building and maintaining databases for query & problem tracking, experience with windows 11/10 operating systems, active directory management, Office 365 products.
5. Experience working and managing remote users, pc, laptop, hardware support, configuration, troubleshooting, network share and permission management.
6. Understanding of the components that comprise a web application system, i.e. database, web application server, and web application client/browser with associated plug-ins/extensions etc.
7. Capable of installing, configuring, and maintaining all current versions of Microsoft products in a networked environment.
8. Regularly required to stand, walk, sit, talk, hear (both in person and by telephone); use hands to finger, handle, or feel objects, controls, reach with hands and arms during the course of the workday.
9. Regularly required to stoop, kneel, bend, crouch, push, pull or lift heavy tech equipment of up to 50 pounds.
10. General knowledge of programming languages and techniques is preferred.
11. Ability to work in a fast-paced environment, to multitask, manage multiple employees, ability to conduct training when necessary. 
12. Knowledge of the basic principles of supervision, knowledge of progressive discipline processes, including demonstrated ability to communicate clearly, build commitment to goals, offer instruction, with excellent written and verbal communication skills.
13. A valid driver’s license is required. Individual may be required to travel in the course of their daily work.
14. Basic knowledge or understanding of software programs (office suite) and public transportation operations software (CAD/AVL). The ability to quickly learn internal software programs.
15. Demonstrated effectiveness in data gathering and analysis in preparation of reports as needed.
16. The ability to prioritize projects and have excellent interpersonal skills, tact and diplomacy.
17. Must be able to handle confidential information.
18. The to work both independently and in a team environment.