Desktop Support Technician

Blue Bird (NASDAQ: BLBD) is recognized as a technology leader and innovator of school buses since its founding in 1927. Our dedicated team members design, engineer and manufacture school buses with a singular focus on safety, reliability, and durability. School buses carry the most precious cargo in the world – 25 million children twice a day – making them the most trusted mode of student transportation. The company is the proven leader in low- and zero-emission school buses with more than 20,000 propane, natural gas, and electric powered buses in operation today. Blue Bird is transforming the student transportation industry through cleaner energy solutions. For more information on Blue Bird's complete product and service portfolio, visit www.blue-bird.com.

JOB SUMMARY:

Reporting to the Manager, IT Client Services, this role is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help desk requests. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for users seeking technical assistance over the phone or email in determining the best solution based on the issue and details provided by the user
• Perform remote and/or hands-on troubleshooting and fixes through diagnostic techniques and pertinent questions by walking the user through the problem-solving process
• Record events, problems, and their resolution in the Help Desk system
• Perform post-resolution follow-ups to Help Desk requests by testing fixes to ensure problem has been adequately resolved
• Escalate unresolved issues to the next level of support personnel and alert management to emerging trends in incidents
• Research and identify appropriate software and hardware used to provide accurate information in support of the organization
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Performs other related duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong IT general knowledge
• Knowledge of computer systems, mobile devices, and other tech products
• Experience with desktop and server operating systems
• Working knowledge of a range of diagnostic utilities
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Excellent written and oral communication and documentation skills
• Ability to present ideas in a business-friendly and user-friendly language
• Adept at working in a team-oriented, collaborative environment

EDUCATION AND EXPEREINCE:

• Bachelor’s degree in the field of computer science, information systems, or computer engineering OR
• High School Diploma with
  • 0-2 years relevant experience
• CompTIA A+ or other job-related certifications preferred

WE VALUE

• Ability to anticipate and understand customer needs and provide guidance;
• Excellent interpersonal and customer relationship skills to handle difficult and sensitive matters;
• Effective communication and ability to communicate complex details in a clear manner;
• Working in a collaborative team and balancing the needs of individual stakeholders while delivering corporate objectives.

• The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Blue Bird’s winning culture is fueled by our ability to respect, encourage, celebrate and embrace the unique perspectives of all of our employees. We are proud to be an Equal Opportunity and Affirmative Action employer who is committed to providing all of our employees with a work environment free of discrimination or harassment. We base our employment decisions on business needs, job requirements and individual qualifications, without regard to race, color, national, social or ethnic origin, religion, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire.

Experience

• 5 year(s): Experience as an IT Technician working with Windows Enterprise and IT Systems

Education

• Bachelors or better in Computer Science or related field
• Bachelors or better

Behaviors

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well