IT Support Associate- Level 2

Menzies Aviation Careers • Grapevine, TX

8d

About The Position

The IT Support Associate is responsible for designing, implementing, maintaining, and supporting user technology, including desktops, printers, phones, cellular phones, and copiers, as well as user-based applications. The role coordinates call center activity and assigns incidents to Level 1 or Level 2 support personnel according to the skills required. The associate is a point of contact for employees seeking technical support and is expected to communicate professionally and effectively.

The position provides telephone and onsite support in accordance with IT service level agreements, manages the support queue and operational support activities, and oversees IT hardware and software assets. The associate also communicates outstanding IT issues to the IT manager daily and performs other duties as assigned. Employees are responsible for taking reasonable care of their own and others’ health, safety, and wellbeing, following workplace procedures, and complying with the company’s Substance Misuse Policy, including regular testing. The role requires travel as operational needs arise and passing a pre-employment medical and drug test.

Requirements

• High technology aptitude, a constructive attitude, and a strong customer service mentality.
• Vendor management experience.
• Excellent communication skills and client-service orientation.
• Experience with operating systems administration, applications administration, backup technology, and networks.
• Familiarity with escalation procedures and service level agreements.
• Ability to work well with all levels of management, staff, and clients.
• Dependable, reliable, and responsible in fulfilling obligations.
• Ability to read, write, and speak fluent English.
• Ability to travel based on operational requirements.
• Must pass a pre-employment medical and drug test.
• Ability to lift up to 35 lbs.
• Must become familiar with company policies and procedures.
• Professional standards include a respectful, supportive, and friendly approach; clear and honest communication; flexibility; punctuality and reliability; and being confident and focused.

Responsibilities

• Design, document, research and develop, test, implement, or modify user technology based on user and system specifications.
• Provide telephone and onsite user support in accordance with IT service level agreements.
• Manage the support queue and deploy support resources appropriately.
• Manage and maintain operational support activities, including escalation procedures and service levels.
• Manage IT hardware and software assets.
• Communicate outstanding IT issues to the IT manager daily.
• Perform other duties as assigned.
• Take reasonable care of personal and others’ health, safety, and wellbeing and follow workplace health and safety rules and procedures.
• Travel as required by operational needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed