IT Technical Support l

About the Role

This hybrid position is responsible for following established procedures to troubleshoot, coordinate, and resolve systems or hardware-related incidents. The role involves initial analysis, diagnosis, and troubleshooting of events, ensuring timely communication and resolution of production outages/incidents. Responsibilities also include managing staff onboarding and offboarding processes and providing helpdesk support across all IT functions for The Development Group. Normal hours are Monday-Friday, 8 am-5 pm, with potential for adjustments. The pay range is $30-$35.97/hr.

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, IT Service-Now, and other related tracking applications.
• Complete onboarding or offboarding functions for staff.
• 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:
• Diagnose and resolve hardware component failures including motherboards, power supplies, memory, and storage devices.
• Proficient in handling upgrades, replacements, and configurations.
• Network Infrastructure Troubleshooting:
• Identify and resolve common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution.
• Manage network performance and connectivity troubleshooting, including wireless networks and VPN issues.

Installation, Configuration, And Maintenance

• Windows Operating Systems:
• Proficient in installation, configuration, and administration of Windows 10 and Windows 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 task status 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 a results-driven focus.
• Capability to assume additional responsibilities.
• Demonstrated experience managing data coordination and conversion projects.
• 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 to visit different sites on campus to provide technical support.
• Must live within commuting distance of the West Los Angeles work site.