IT Technical Support I
About The Position
This position follows established procedures to troubleshoot, coordinate, and resolve systems- or hardware-related incidents. It performs the initial analysis, diagnosis, and troubleshooting of events, and ensures reported production outages and incidents are communicated and resolved promptly. The role also manages staff onboarding and offboarding and provides helpdesk support across IT functions for the Airport Development Group. The position provides technical assistance through email and service-ticket systems, diagnoses and documents incidents, escalates issues as needed, installs hardware and software, and supports staff deployments and relocations throughout the airport. It also provides IT support at division-wide events, trains new department staff, and provides computer orientation to new employees.
Requirements
- Ability to lift at least 40 pounds.
- Ability to organize short- and long-term tasks and communicate task 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.
- Capability to assume additional responsibilities.
- Demonstrated experience managing data coordination and conversion projects.
- Ability to be mobile and visit different campus sites to provide technical support.
Nice To Haves
- Bachelor's degree in computer science or a related field, or equivalent job experience of five years or more.
- 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 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 or offboarding functions for staff being mobilized or demobilized.
- Perform hardware and software installations.
- Oversee staff deployments and relocations 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.
- Diagnose and resolve PC hardware component failures; handle upgrades, replacements, and configurations.
- Identify and resolve common LAN/WAN issues, including cabling faults, switch/router configuration errors, and IP conflicts; troubleshoot network performance, wireless connectivity, and VPN issues.
- Install, configure, administer, and maintain Windows 10 and Windows 11 operating systems, including security patches, system updates, and driver updates.
- Deploy, troubleshoot, and support standalone Microsoft Office and Microsoft 365, including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams.
- Organize short- and long-term tasks and communicate task status to clients and management.
- Assume other duties as required or needed.
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
