Textron Aviation Help Desk Analyst I
About The Position
The IT Support will be working in multiple areas of software and hardware. The ideal candidate will be someone who can provide in-person/face-to-face and/or remote end user Windows PC support services at our Enterprise Customers site. Supported services include software break-fix/remediation, Installation, Move, Add, & Change on end user hardware and software. A student assistant will carry out administrative and technical tasks requested by a supervisor. Depending on the area the student assistant is employed in, they may assist and mentor other students or provide support throughout the campus in various forms.
Requirements
- High school diploma or equivalent
- Excellent customer facing skills
- Good written and communication skills
- Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues.
- Ability to work on problems/projects of moderately complex scope
Nice To Haves
- Experience and understanding of ticketing systems (e.g. Service Now, etc.)
- Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pend states), prompt closure.
- Working technical knowledge of standard Windows operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data)
- Software Basics: Windows 7/10, Microsoft 365, Printers
- CompTIA A+ and/or Microsoft certification is desirable, but not required.
Responsibilities
- Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics and PC Imaging / End User Data Back-up
- Identify, research, and resolve technical problems and escalate problems to other support teams when necessary.
- Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
- Resolution of issues with client specific applications using provided Knowledge Base articles.
- Follow established guidelines and interprets policies and evaluates unique circumstances and makes recommendations.
- Exercise independent judgment within defined practices and procedures to determine appropriate action.
- Act as an informed team member providing analysis of information and limited project direction input.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Industry
Educational Services
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
