Service Desk Supervisor

Join the organization that received Outstanding Public Transportation System Achievement Award from the American Public Transit Association in 2018 & 2020!

Central Ohio Transit Authority (COTA) is Central Ohio's public transportation provider, providing nearly 19 million passenger trips per year servicing Franklin County and parts of Delaware, Fairfield, Licking and Union counties. Guided by our 2019-2024 Strategic Plan, our vision is to move every life forward. Our mission is to provide solutions that connect people to prosperity through innovation, dedication and teamwork.

Salary: $71,353 - $80,397

Location: 33 N. High Street, Columbus, OH 43215

Benefits: COTA offers competitive benefits including medical/Rx, vision, dental, supplemental insurance, life insurance, employee discounts, employee bus pass; wellness initiatives, on-site cooking classes & chair massages, on-site Health Coaches & Dietitians, tuition reimbursement, and retirement benefits through OPERS & Ohio Deferred Compensation.

Position Summary:

Performs professional work providing support on personal computer and Macintosh hardware and software to end users and providing technical assistance to staff on operating hardware and software and office peripherals. Also is responsible for supporting audio/visual, video conferencing and telephone (Cisco VoIP) systems.

Performs duties in alignment with the 2019 - 2024 COTA Strategic Plan and in support of the organization's vision To Move Every Life Forward.

This Position is Responsible For:

• Staffs COTA`s Service Desk and responds to and resolves end user system issues that are reported through the Service Desk hotline and mailbox.
• Work with direct reports on the Service Desk to resolve various hardware/software, peripheral (digital display devices, docking stations, etc.), and telephone problems. Complete PC and Macintosh peripherals and phone installs as required.
• Develops and maintains standard operating procedures (SOP) for operating and maintaining desktop systems, including standard imaging, security protocols and Virtual Desktop environments.
• Lead the weekly review of incidents and work to resolve outstanding incidents for the entire IT team.
• Trains new employees on the use of office equipment such as voice mail, telephones, and desktop systems;
• Researches and works with Management to procure new hardware and software, including developing specifications and providing cost estimates;
• Manages the testing of new technical applications and upgrades;
• Maintains an inventory of I.T. equipment, warranty expiration dates, and works with Supply Management staff to auction obsolete equipment and follow proper disposal procedures for non-sellable equipment;
• Performs file back-ups and restores, using Commvault software; applies anti-virus updates and performs password resets as needed by the users;
• Assists staff in configuring training rooms, conference rooms, etc. and providing technical assistance on equipment as required for meetings;
• Responsible for recommending and implementing new technical solutions;
• Responsible for the hiring, discipline, review writeup, goal setting (from COTA goals) for all direct reports.
• Able to identify and deduce major issues on the front line and communicate out business wide issues.
• Responsible for end user system and user administration for the entire organization through Active Directory;
• Manages deployment, administration, and support for desktops;
• Fields incoming Incident and Service requests from end users;
• Assesses and installs appropriate upgrades, patches, drivers, etc.;
• Identifies and learns appropriate software and hardware used and supported by the organization;
• Ensures license compliance and documentation;
• Performs hands-on fixes, including software/hardware installation and upgrades, implementing file backups and configuring systems and applications;
• Performs advanced troubleshooting and remediation;
• Responsible for end-to-end support of a complex network located in multiple locations, including support of local and remote users;
• Available to support critical business issues 24/7 as part on an on-call rotation;

At Minimum You'll Need:

• Requires a High School Diploma or GED, and a minimum of seven (7) years of experience supporting PC and Macintosh hardware and software; or an equivalent combination of education and experience in business or public administration.
• A certification desired.
• ITIL certification desired.

COTA is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Equity, Diversity, and Inclusion are of core importance and essential to the success of the organization. All employment decisions are based on job needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, age, genetic information, gender identity, national origin, veteran or disability status. COTA believes that diverse and inclusive organizations gain the benefits in creating a stronger and more effective workforce resulting in services that better meet the needs of consumers and in result Move Every Life Forward.

Salary : $71,353 - $80,397