IT Technical Support I

Essential Job Duties

• 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
• Manage staff onboarding and offboarding processes
• Manage staff onboarding and offboarding processes
• Provide helpdesk related support in all areas of IT functions for the Airport Development Group
• 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

Requirements

• 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 skill, 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
• Education may be substituted with 5 years or more of equivalent job experience
• 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

Benefits

• Salary Range: $70,000-$75,000
• Medical, Vision, & Dental - 100% covered for the employee*
• Life and Disability Insurance
• 10.5 days of Vacation pay (Accrued)
• 6 days of Sick pay (Available Immediately)
• 10 days of Holiday pay (9 Holidays, 1 Personal Day)
• 3% Employer Contribution 401k (After 1 year of service)
• Monthly Stipend for Cell Phone
• Laptop for work purposes