Service Desk Technician

Location:  Lorton, VA (Hybrid 2 days on-site / 3 days remote)

Travel: Less than 5%

Manages Others: No

Education:  Completed Diploma in relevant field or equivalent work experience. 

Experience:  4+ years of experience in a Customer Support / Service Desk role and demonstrated end-user computing troubleshooting skills.

The Opportunity:

Reporting to the Director of IT Operations, the successful candidates will be instrumental in supporting the Global Service Center and Information Technology Operations. Providing Service Desk, desktop and application support, device management using the company support ticket system.

• Providing level 2 support for internal and external customers.
• Install, upgrade, support, and troubleshoot software/firmware, setting up new accounts, user access for current and new employees on company-managed assets. 
• Use tools and methodologies to load, copy and customize operating system configurations for deployment. 
• Setting up custom dashboards and pulling videos for customers.
• Assisting in managing assets (laptops, tablets, monitors, MDVRs and bus Kits) inventory in the different systems.
• Familiarize end users with essential software, hardware, and peripheral device operation. 
• Ensure all calls and tickets are handled through resolution and closure.
• Monitor emails, ticket queues, and channels as needed to ensure incidents are escalated promptly.
• Handle escalated issues from junior support engineers, triage and escalate to engineering if needed. 
• Document resolution steps for closed tickets and notes for escalations.
• Dealing with hardware and application support queries and issues reported to the support desk.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software. 
• Provide user data and application recovery.
• Assist in the Training of staff members with the use of the Buspatrol provided equipment.
• Managing Request/Tickets – Approximately 50%
• Triaging– Approximately 30%
• Assisting with Projects as assigned – Approximately 10%
• Meetings - Approximately 20%

• 4+ years of experience in a customer support / Service Desk role and demonstrated end-user computing troubleshooting skills.
• Strong communication, both oral and written skills.
• Excellent problem-solving skills in a multi-tasking, fast-paced, and complex work environment.

BusPatrol is a technology company with a public safety mission. Through relentless innovation and discovery, we are strengthening trust, safety, and transparency across the student transportation space and making the trip to and from school safer for students.  As a leader in smart transportation, BusPatrol brings cutting-edge AI, machine learning and IoT safety tech solutions to school buses across North America. BusPatrol’s technology has been deployed onto more buses and has been used to issue more school bus stop arm citations than any other company in the world.

WHAT WE OFFER

BusPatrol employees get:

• A competitive salary and benefits package 
• Comprehensive personal time off, including volunteering and birthday days off
• An opportunity to help build a company dedicated to children’s safety 
• The chance to join an innovative and dedicated team, focused on leading edge technology 
• The occasion to participate in BusPatrol’s culture of safety, learning, and teamwork 

BusPatrol’s school bus safety programs are violator-funded, meaning that those who break the law pay for the technology that protects children. We build solid partnerships in the communities in which we operate which, coupled with our innovative business model, leads to sustainable efforts to change driver behaviors.

HOW WE WORK

On our mission to make the journey to and from school safer for children, the way we work together and with our partners is built on foundational cultural pillars.

• SAFETY
  Safety is our focus, for the children we protect and for each other. We follow the letter and spirit of occupational safety law, relentlessly employ safety best practices, and foster learning and development on our worksites. We are safe to be ourselves and to make mistakes, and we create safe environments for our teams.
• CONNECTION
  We build strong relationships and teams in support of our mission. We promote and provide opportunities for employees to grow together.
• EXCELLENCE
  We commit to innovation and quality work in support of our mission and each other. The children we safeguard are at the forefront of our decisions and actions and we excel on their behalf.
• IMPACT
  We measure success by fulfilling our mission and keeping the company strong. We invest our time and energy in the actions that deliver results for students and for their communities.

We are looking for a valued member of the BusPatrol team to assist us in our quest to improve children’s safety. This is an important role for us and a great opportunity for the right candidate. Our environment is inclusive, diverse, ignited, built on integrity, and deeply committed.

The US salary range for this position is provided in this posting. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Partner can share more about the specific salary range for your preferred location and skill level during the hiring process.

 Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, and/or commission (if applicable) or benefits.