Service Desk Technician

Sun Country Airlines•Fort Snelling Unorganized Territory, MN

20d•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. Sun Country Airlines is a unique hybrid low-cost carrier with over 40 years of Minnesota roots, offering diverse services including scheduled flights, charter, and cargo operations. They are a growing airline with an enthusiastic team focused on connecting people and places.

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 respond 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.
Submit 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 contribute to process or service delivery improvements or modifications to exceed customer expectations.
Adhere to, promote and advance SCA Security Policy, Standards, and Procedures.
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