Senior System Support Analyst - Promotional

San Diego County Regional Airport Authority • San Diego, CA

6h • Onsite

About The Position

The Information Technology department is looking for a Senior Systems Support Analyst with a strong operational mindset and a focus on delivering reliable, high-quality technology services in a complex, customer-facing environment. This role is responsible for ensuring systems, services, and teams operate effectively in support of day-to-day airport functions. This is a promotional opportunity open to active San Diego County Regional Airport Authority employees only.
At its foundation, this role centers on system reliability, service delivery, problem resolution, coordination with stakeholders, and continuous improvement across critical technology functions.
The Senior Systems Support Analyst applies these core responsibilities across different areas of operational focus: Airport Terminal Operations Systems and Service Desk. Both areas support critical systems within SAN’s technology landscape, ensuring reliable operations, responsive service delivery, and continuity for airlines, passengers, tenants, and Authority staff.
The ideal candidate will bring strong technical judgment, accountability, and adaptability, with a unique opportunity to lead teams and apply senior-level IT expertise in environments that directly support airport operations and service continuity.
This promotional opportunity includes two areas of operational focus within the same role classification. While the scope and level are equivalent, responsibilities are aligned based on organizational priorities and the strengths of the individual. Candidates may express interest in a focus based on their background and professional interests, with final alignment determined through the selection process.

Requirements

• Six years of progressively responsible experience in network systems, servers and associated systems, help desk management or airport operations systems management, or any equivalent combination of education, training, and/or experience.
• Graduation from an accredited four-year college or university with a major in computer science, management information systems or a closely related field.
• Technology & Knowledge Application — Leverages technology, systems, and electronic information while interpreting and applying relevant local, state, and federal regulations to support reliable operations and continuous improvement.
• Project & Change Management — Plans and executes work through defined processes; applies change management tools to support adoption, address resistance, and achieve intended business outcomes.
• Problem Solving & Agility — Analyzes complex situations, collaborates on solutions, and adapts approaches in response to evolving conditions or unexpected challenges.
• Leadership, Influence & Development — Supervises, leads, and develops others through clear expectations and relationships; motivates and monitors performance, recognizes contributions, and gains support for ideas, projects, and solutions.
• Communication & Relationship Management — Communicates clearly and tactfully across audiences; builds trust, listens for issues, and facilitates productive dialogue and resolution.
• A valid California driver’s license is required, along with strict adherence to all traffic laws and safety regulations. Applicants must maintain an acceptable driving record to operate Authority vehicles. Compliance with Airport Authority vehicle use policies, including safety protocols and reporting requirements, is mandatory. Applicants must acknowledge that driving Airport Authority vehicles is an essential function of this role.

Nice To Haves

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Azure Fundamentals (AZ-900)
• ITIL® Foundation or higher.

Responsibilities

• Operational Systems Ownership: Supports and maintains mission-critical airport terminal systems that enable airline, passenger, and staff operations.
• Infrastructure & Hardware Support: Maintains specialized servers, PCs, displays, and peripherals supporting ticket counters, gates, and terminal systems.
• Troubleshooting & Continuity: Diagnoses and resolves system and hardware issues to minimize downtime and maintain continuous terminal operations.
• Stakeholder & Contractor Coordination: Responds to operational requests and directs contractor work to align with Authority priorities.
• Inventory & Technology Planning: Manages consumables and equipment inventory and identifies system upgrades and technology refresh needs.
• Operational Driving: Frequently drives of an Airport Authority vehicle on airfield to access sterile areas along with other secure facilities on our campus.
• Service Desk Leadership: Supervises Service Desk staff, manages performance, completes evaluations, and assigns work to ensure consistent, high-quality customer service.
• Service Delivery & Escalation Management: Oversees ticketing, monitors service levels and SLAs, and manages escalations to maintain reliable and responsive support.
• Advanced Technical Support: Provides senior-level technical support and collaborates with systems, server, and network teams to resolve complex issues.
• Asset & Technology Management: Maintains accurate asset and license inventories and coordinates equipment installation, repair, maintenance, and decommissioning.
• Training, Documentation & Reporting: Develops staff through training and knowledge sharing, maintains technical documentation, and prepares operational and licensing reports.

Benefits

• You will enjoy 14 paid holidays, 18 – 33 days of vacation (PTO), parental and child care benefits, salary continuance for family & parental leave, tuition reimbursement, ensure your future with our retirement plan options including our comprehensive pension plan and 457 defined contribution plan.
• Plus, take advantage of our annual employer-funded Lifestyle Spending Account, designed to support your personal development and growth activities—and much more!
• Take advantage of multiple on-site gyms with regular fitness classes, outdoor working areas, fitness discounts for all levels and goals, monthly fruit deliveries, rewards for volunteer time, financial wellness advisors, and a campus with easy access to some of San Diego's best walking trails.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level