Information Technology Technical Support
Global Engineering Management Solutions, Inc.
Los Angeles Metropolitan Area0–5 yrs1h agovia LinkedIn
About the Role
Global Engineering Management Solutions (GEMS) is seeking an IT Technical Support I to provide frontline technical support for the Airport Development Group at Los Angeles World Airports (LAWA). This role is responsible for troubleshooting, coordinating, and resolving system and hardware-related incidents while supporting onboarding/offboarding processes and day-to-day IT operations across the airport campus.
Key Responsibilities
- Respond to incoming Help Desk emails and support requests.
- Diagnose and troubleshoot system issues following established procedures.
- Analyze, document, and escalate production outages/incidents based on severity and impact.
- Submit service and application requests using Freshdesk, ServiceNow, and related tracking tools.
- Complete onboarding/offboarding tasks for mobilized and demobilized staff.
- Perform hardware and software installations, upgrades, and configurations.
- Support staff deployments and relocations across multiple airport locations.
- Provide IT support at division-wide events and activities.
- Deliver computer orientation and on-the-job training for new department staff.
- Communicate clearly with team members and maintain accurate documentation.
Requirements & Tech Stack
- PC Hardware Troubleshooting: Diagnose and resolve failures involving motherboards, power supplies, memory, storage devices, and component upgrades.
- Network Infrastructure: Troubleshoot LAN/WAN issues, cabling faults, switch/router configurations, IP conflicts, wireless connectivity, and VPN issues.
- Windows OS: Install, configure, and maintain Windows 10/11, including security patches, updates, and drivers.
- Microsoft 365: Deploy, troubleshoot, and support Office applications, OneDrive, Teams, and core productivity tools.
Qualifications
- Bachelor’s degree in Computer Science or related field preferred, or 5+ years equivalent experience.
- Relevant professional certifications preferred.
- Ability to lift 40 lbs and remain mobile across airport facilities.
- Strong communication skills, including the ability to explain technical issues to non-technical users.
- Organized, self-motivated, and capable of managing multiple tasks.
- Experience supporting data coordination and conversion projects.
Role Requirements
- Onsite presence required at LAX offices and project locations.
- May require various shifts depending on operational needs.
- Must be able to travel across the airport campus to provide support.
- Additional duties may be assigned as needed.
- Must be eligible to work at LAX facilities.