IT Support Technician, Aviation

About the Role

Ramos CS, now part of Colliers Engineering & Design, is seeking an IT Support Technician specializing in Aviation. This role involves following established procedures to troubleshoot and resolve systems or hardware-related incidents. The position requires initial analysis and diagnosis of events, ensuring timely communication and resolution of production outages/incidents, and managing staff onboarding and offboarding processes. The technician will provide helpdesk support for all IT functions for the Airport Development Group.

Key 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/incidents.
• Determine severity, impact, and nature of incidents; escalate as needed.
• Communicate clearly with other team members.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now, and other related tracking applications.
• Complete onboarding or offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff 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.

Requirements & Tech Stack

• PC Hardware Troubleshooting: Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory, and storage devices. Proficient in handling upgrades, replacements, and configurations.
• Network Infrastructure Troubleshooting: Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution. Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues.
• Windows Operating Systems: Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11). Experienced in applying security patches, system updates, and driver updates.
• Microsoft Office 365 Suite: Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions. Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams.
• Ability to read, write, and understand English for comprehending written job-related communications and verbal instructions and interactions.

Qualifications

• Bachelor's degree in computer science or related field preferred or equivalent job experience of 5 years or more.
• Relevant Professional Licensure & Certifications preferred.

Compensation

$60,000 to $80,000 per year (depending on qualifications)

What We Offer

• Employer-Provided Healthcare: 100% employer-paid medical, dental, and vision insurance for employee base plans. 40% employer contribution toward dependent or family coverage plans.
• Paid Time Off: 120 hours of combined PTO and Sick Time annually, in addition to paid holidays.
• Retirement Planning: Participation in a 401(k) retirement plan with a company match of 50% on the first 6% of employee contributions.
• Flexible Spending Accounts: Pre-tax FSA/HSA options for medical, dental, and dependent care expenses.
• Employee Wellness & Support: 100% employer-paid Employee Assistance Program (EAP) providing 24/7 confidential support.
• National Resources & Career Growth: Access to expanded technical resources, mentorship, and diverse career development opportunities.