IT Technical Support I

The Tsui Group•Los Angeles, CA

4d•$72,000 - $77,000

About The Position

The Tsui Group is seeking a qualified and experienced candidate to join its aviation team as an IT Technical Support I in Los Angeles County. The role follows established procedures to troubleshoot, coordinate, and resolve systems- or hardware-related incidents. It performs initial analysis, diagnosis, and troubleshooting; ensures production outages and incidents are communicated and resolved promptly; manages staff onboarding and offboarding; and provides help desk support across IT functions for the Airport Development Group. The position includes troubleshooting PC hardware and LAN/WAN infrastructure; installing, configuring, and maintaining Windows 10 and 11; and deploying, troubleshooting, and supporting Microsoft Office and Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams. The employee may take on other duties as needed, may be required to work various shifts, and must be mobile enough to visit different campus sites to provide technical support.

Requirements

Must be able 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 communicate 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.
Proficiency installing, configuring, and administering Windows 10 and 11, including applying security patches, system updates, and driver updates.
Proficiency deploying, troubleshooting, and supporting Microsoft Office and Microsoft 365 applications and services.
Capability to diagnose and resolve PC hardware failures and perform hardware upgrades, replacements, and configurations.
Capability to troubleshoot LAN/WAN connectivity and performance issues, including wireless networks and VPNs.

Nice To Haves

Bachelor's degree in computer science or a related field preferred; education may be substituted with five or more years of equivalent job experience.
Relevant professional licensure and certifications preferred.

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 the severity, impact, and nature of incidents, escalating them 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 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.
Troubleshoot PC hardware components, including motherboards, power supplies, memory, and storage devices; handle upgrades, replacements, and configurations.
Identify and resolve common LAN/WAN issues, including cabling faults, switch/router configuration errors, IP conflicts, wireless network issues, and VPN issues.
Install, configure, and maintain Windows operating systems, including Windows 10 and 11, and apply security patches, system updates, and driver updates.
Deploy, troubleshoot, and provide user support for 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.
Visit different campus sites to provide technical support.