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Information Technology Manager in Los Angeles, CA at MV Transportation

Date Posted: 12/29/2018

Job Snapshot

Job Description

MV Transportation is seeking an Information Technology Manager who will provide support for basic to intermediate incident resolution and requests reported to the MV IT Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of approved software products and computer equipment. The IT Manager is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources as needed. This position assists corporate IT with managing all aspects of IT for a general area.

Position is located in Las Vegas, Nevada. Relocation assistance is available.

Responsibilities:

  • Provides telephone, email, and remote support for internal company technology users.
  • Address and resolve basic incidents and requests; logs all incidents and requests in Service Now, engages service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Sets up computers and other end-user devices.
  • Installation and replacement of network and telecom equipment.
  • Creates a positive customer support experience, ensuring timely resolution or escalation, handling customers with a professional attitude.
  • Provides a single point of contact for MV employees requesting technology assistance.
  • Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Documents resolutions and updates the customer facing and IT staff knowledge bases.
  • Grows general knowledge of current corporate and division products increasing ability to resolve requests on first contact.
  • Provides after hours and on-call support as required.
  • Travel to local sites during the day to assist users with IT issues.
  • Performs other duties as assigned.

Talent Requirements:

Required:

  • Ability to learn customer support processes and techniques.
  • Strong analytical skills.
  • Ability to solve problems.
  • Competency with Microsoft Office Suite.
  • Competency with Microsoft Windows 7/10.
  • Working knowledge of the Office 365 platform.
  • Ability to communicate with all levels of management and company personnel.
  • 5+ years of general IT experience centered around end-user computing needs.
  • General knowledge of network/LAN, file and print servers, printers.
  • General knowledge of legacy and VOIP telecom systems.

Preferred:

  • Ability to multi-task while engaging customers. Must be able to speak with customers and enter information into incident forms concurrently.
  • Experience with Service Now ITSM tool.
  • Experience with Knowledge Centered Support (KCS).
  • A+ or Network + Certification.
  • Microsoft Certifications.
  • Experience with virtual desktop environments.
  • Hands-on experience with mobile/cellular hardware.
  • Transportation industry experience.
  • Diverse experience in many areas of IT.

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.