IT Technical Support I
About The Position
O2EPCM, Inc. is seeking an IT Technical Support I to provide helpdesk support across IT functions for the Airport Development Group. Following established procedures, this role performs initial analysis, diagnosis, and troubleshooting of system and hardware incidents; ensures production outages and incidents are communicated and resolved promptly; and supports staff onboarding and offboarding. The position is onsite in Los Angeles, California, with work across different sites throughout the airport footprint. The role handles customer helpdesk emails, diagnoses and documents incidents, assesses severity and impact, and escalates issues as needed. It also submits service and application requests through Freshdesk, IT Service-Now, and related tracking applications; installs hardware and software; supports staff deployments and relocations; and provides IT support at Division-wide events. The employee provides on-the-job training and computer orientation to new staff and may assume other duties as required.
Requirements
- Ability to lift at least 40 pounds.
- Ability to organize short- and long-term tasks and communicate their status to clients and management.
- Effective oral and written communication skills, including the ability to explain complex issues to a non-technical audience.
- Ability to work with others.
- Self-starter with a results-driven focus.
- Ability to assume additional responsibilities.
- Demonstrated experience managing data coordination and conversion projects.
- Experience diagnosing and resolving PC hardware component failures, including motherboards, power supplies, memory, and storage devices; handling upgrades, replacements, and configurations.
- Experience troubleshooting LAN/WAN issues, including cabling faults, switch/router configuration errors, IP conflicts, network performance and connectivity, wireless networks, and VPNs.
- Proficiency installing, configuring, and administering Windows 10 and Windows 11, including security patches, system updates, and driver updates.
- Proficiency deploying, troubleshooting, and supporting Microsoft Office and Microsoft 365, including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams.
- Bachelor's degree in computer science or a related field preferred, or equivalent job experience of five years or more.
Nice To Haves
- Bachelor's degree in computer science or a related field.
- Relevant professional licensure and certifications.
Responsibilities
- Answer incoming customer emails to the Help Desk.
- Follow established procedures to diagnose and troubleshoot system issues.
- Analyze, determine, and document reported production outages and incidents.
- Determine incident severity, impact, and nature, and escalate issues as needed.
- Communicate clearly with other team members.
- Submit tickets for new service or application requests in Freshdesk, IT Service-Now, and other related tracking applications.
- Complete onboarding and offboarding functions for staff being mobilized or demobilized.
- Perform hardware and software installations.
- Oversee deployments and relocations of staff at various locations throughout the airport footprint.
- Provide IT support at Division-wide sponsored events.
- Provide on-the-job training to new department staff members.
- Provide computer orientation to new staff.
- Organize short- and long-term tasks and communicate task status to clients and management.
- Manage data coordination and conversion projects.
Benefits
- 100% paid base coverage for health, vision, and dental insurance.
- 401(k).
- Paid holidays.
- Paid sick leave.
- Paid vacation.
- Employee Assistance Program (EAP).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
