IT Support Specialist

Alliance Ground International • Lax, GA

1d • Onsite

About The Position

As a Systems Support Specialist at AGI, you will provide hardware support for all AGI lines of business including Computers, Tablets, Phones, and printers. Your primary duties will involve systems installation, configuration, and administration, along with e-mail and user account management, patch management, and hardware/application software installations and upgrades. You will also be responsible for problem troubleshooting and general user assistance. A key part of the role is creating and maintaining internal documentation and sharing user insights to influence device designs, standards, and rollouts. Alliance Ground International (AGI) is one of the fastest growing, US-owned, ground handling companies in North America, providing ground, cargo, mail handling, and security services. Founded in 1987, AGI is headquartered in Miami and has more than 12,000 employees spread across 62 airports in the United States and Canada. AGI's portfolio of services includes air cargo, aircraft ground handling, e-commerce, passenger service, and security services. AGI is owned by Audax Croup and Greenbriar Equity Croup, LLC.

Requirements

• Experience Managing Office 365 users
• Experience with Exchange Online (Office 365)
• Experience with imaging (Windows and/or OSX), package deployment, and systems management through Microsoft Intune
• 3-5+ years of virtual experience
• Intune experience
• VDI experience
• Windows and Linux Server exposure
• Scripting experience for automation
• Experience working in support as a product specialist
• Experience owning and leading cross-functional projects that improve the user experience
• Ability to turn countless support interactions into meaningful insights that can easily be interpreted into future product designs
• An effective communicator who can flex their communication style to maximize comprehension and impact
• An analytical mindset. Someone with a strong desire and the capability to incorporate data into everything they do
• 5 to 8 Years of working experience as an Application Systems Analyst
• Demonstrated ability to prioritize team activities considering overall business direction while setting realistic and achievable goals
• Demonstrated ability to manage multiple projects and timelines using a project management approach
• Excellent teamwork, cooperation and time management skills
• Demonstrated ability to seek out relevant information and think analytically
• Demonstrated ability to listen, understand and respond in an effective and timely manner
• Seasoned, in-depth knowledge of technological concepts, ITIL best practices and procedures
• Knowledge of writing specifications, designs and standards for selection and implementation of technologies
• Ability to thrive in an ambiguous, fast paced and dynamic environment
• Self-starter who is passionate about the support experience, has an analytical mindset and can effectively communicate to all levels

Nice To Haves

• Relevant industry certifications preferred (i.e.: Azure, Office365 Admin or similar designations)

Responsibilities

• Provide hardware support for all AGI lines of business Computers, Tablets, Phones, and printers
• Perform systems installation, configuration, and administration
• Manage e-mail and user account management
• Conduct patch management
• Perform hardware and application software installations and upgrades
• Troubleshoot problems and provide general user assistance
• Create and maintain internal documentation
• Share user insights to influence device designs, standards, and rollouts
• Take ownership and accountability for the projects and efforts assigned to you
• Manage Office 365 users
• Work with Exchange Online (Office 365)
• Perform imaging (Windows and/or OSX), package deployment, and systems management through Microsoft Intune
• Participate in company-wide projects (system upgrades, security rollouts)
• Test and qualify new hardware
• Repair defective systems and printers
• Manage Timeclock rollouts, Troubleshooting and configuration
• Maintain updated remote access tools (i.e. Splashtop) on all devices
• Work with PC vendors to create quotes and resolve warranty issues
• Securely wipe and assist with surplus older equipment
• Provide direct end-user support for Windows, Mac OS, and Linux operating systems in a heterogeneous networked environment
• Minimize the number of issues that must be referred to level 3 System Admins
• Perform initial OS installation and physical deployment of workstations to users
• Monitor and resolve OS patch and antivirus issues
• Conduct network troubleshooting and IP management
• Provide application support, installation, and upgrades
• Support and troubleshoot printer issues
• Support departmental smartphones and tablets
• Escalate unresolved issues that require more in-depth knowledge of Windows, Mac OS, and Linux administrators
• Unbox and set up computing hardware
• Independently answer Help Desk calls, e-mails, walk-ins, and other methods of technical requests in a customer-friendly, expedient manner to maintain a positive end-user experience
• Accurately record support incidents in the enterprise tracking system
• Create, update, and maintain online support documentation
• Maintain departmental inventory: continuously monitor and replenish the departmental stock of printers, computer components (cables, RAM, keyboards, mice, video cards, etc.); place purchases as needed
• Prepare, plan, and co-ordinate new technology implementation and existing technology upgrades for short and long-term projects
• Conduct periodic reviews on on-going projects and rollouts
• Provide direct Expert level technical support for client hardware devices implementations
• Prepare regular status reports and discuss ongoing issues
• Review and approve expense reports on time
• Travel as required with minimum notice
• Manage external resources as needed on all projects ensuring that tasks and projects are completed on time and within budget
• Participate in preparation of the annual departmental budget, approves expenditures and monitors progress throughout the year, reviews and revises as appropriate

Benefits

• Alliance Ground International is an equal opportunity employer
• We celebrate diversity and are committed to creating an inclusive environment for all employees
• AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status

What This Job Offers

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