Service Desk Technician

Sun Country Airlines 2021 • Minneapolis, MN

4d • Onsite

About The Position

The Service Desk Technician position is responsible for providing technical support for Sun Country by troubleshooting issues, installing and deploying software, and fulfilling requests and closing incidents.

Requirements

• 2+ years of experience in customer support
• Customer-focused attitude
• Strong interpersonal skills (verbal and written)
• Proven analytical and problem-solving abilities
• Ability to receive and assimilate feedback in a professional manner
• Solid organizational skills including attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Ability to mentor and coach peers
• Continuous desire to learn new technologies
• Must own and be able to maintain a current driver's license

Nice To Haves

• Previous airline industry experience
• Post-secondary education in IT disciplines or equivalent experience

Responsibilities

• Create and responds to incidents and requests within established SLA objectives
• Partner with the Network, Infrastructure and Security teams to ensure equipment and processes meet all required security requirements
• Diagnose, configure, and resolve first level technical hardware and software issues or escalate as directed
• Administer, support and mature the current software standards, processes and knowledgebase updates by submitting and/or requesting new Knowledgebase articles
• Submits Knowledge articles for newly discovered support items to ensure the Knowledgebase is relevant and current
• Available for on-call support and participates in rotational on-call
• Continuously contributes to process or service delivery improvements or modifications to exceed customer expectations
• Adhere to, promote and advances SCA Security Policy, Standards, and Procedures
• Required to strictly follow established ITIL repeatable processes – Incident Management, Change Management, Event Management, Problem Management (including Root Cause Analysis)
• Any other duties assigned by management

Benefits

• Comprehensive benefit package including dental and vision
• PPO and high-deductible health plans
• Health savings account and Flexible Spending Account
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

What This Job Offers

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