Information Technology Technical Support

About the Role

This position follows established procedures to troubleshoot, coordinate, and resolve systems or hardware-related incidents. The role is responsible for the initial analysis, diagnosis, and troubleshooting of events, ensuring reported production outages/incidents are communicated and resolved expeditiously. This role also manages staff onboarding and offboarding processes and provides helpdesk support in all areas of 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.

Hardware and Infrastructure Experience

• 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.

Installation, Configuration, and Maintenance

• 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.

Qualifications

• Must be able to lift at least 40lbs.
• Ability to organize short and long-term tasks and communicate status of tasks with clients and management.
• Effective oral and written communication skills, with an ability to communicate complex issues to a non-technical audience.
• Ability to work with others.
• Self-starter with results-driven focus.
• Capability to assume additional responsibilities.
• Demonstrated experience managing data coordination and conversion projects.

Education/Training

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

Element-Specific Requirements/Notes

• May assume other duties as required/needed.
• May be required to work various shifts as needed.
• Candidate will need the ability to be mobile in order to visit different sites on campus to provide technical support.