Technical Support Administrator II

Position Summary

This position is primarily responsible for providing support to end users on a variety of issues (PC, printers, hand-held devices, peripherals, software, network and wireless issues).

Qualifications

• Four (4) years of experience in desktop and network support.
• Experience with current windows operating systems.
• Demonstrated experience handling troubleshooting requests.
• Proficiency at an advanced level with computer software and hardware installation, upgrades and repairs.
• Proficiency at an advanced level of Microsoft applications (minimum in Microsoft Windows 10 and Office 365).
• Possess basic handheld computer, AS400 and typing experience.
• Ability to communicate (speak, read and write) effectively in English and Spanish at an Advanced level in a business environment.
• Ability to move across the different locations within the Terminal facilities in all weather conditions, including driving golf carts.
• Ability to analyze and solve problems in a constantly changing environment.
• Ability to think logically and follow procedures and instructions.
• Self-starter with ability to perform under pressure and excellent time management skills.
• Able to work (flexible hours) extended hours, including nights, overtime, weekends and holidays to complete task or projects.
• Able to respond to emergency calls 24 x 7.
• College education in IT related field. Related IT certification preferred.

Duties and Responsibilities

• Primary:
• Provides desktop and network support to employees by identifying, troubleshooting and resolving technical problems.
• Installs new equipment and software and removes old equipment. This may include lifting heavy equipment (PCs, printers, etc) as well as boxing the equipment and transferring to warehouse for storage.
• Assists with Servers and LAN Operations.
• Supports and troubleshoots problems with wireless infrastructure and wireless devices.
• Ensures proper data backups are performed.
• Responds to telephone calls, e-mails and personnel requests for technical support.
• Documents and tracks each issue (in incident/problem management system) and escalates issues that require more advanced research and troubleshooting.
• Participate in department rotating schedule to provide after-hours end-user support.
• Secondary:
• Trains employees on use of new hardware and software products.
• Maintains hardware and software license inventories.
• Participates in special projects as assigned by Management.
• Identify and suggest possible procedural improvements.
• Create and review standard operating procedures.
• Additional duties as assigned.

Physical Requirements

• While performing the duties of this job, the employee is continuously required to use hands and fingers.
• The employee alternately and frequently is required to talk and/or hear, sit, stand and walk.
• The employee must occasionally lift and/or move up to 50 pounds.

Conditions

• Work is performed primarily in indoors office, with controlled temperature environment.
• Work is frequently performed in outdoor environments, during day and night shifts exposed to changing weather (temperature & humidity).
• The employee occasionally works near moving vehicles/trucks/equipment and/or mechanical parts.
• The employee is occasionally exposed to dust, fumes, and airborne particles, toxic or caustic chemicals.
• May be required to work on holidays and weekends as necessary.

Safe Practices

• Report safety hazards.
• Immediately report incidents involving injury, illness, or property damage.
• Wear appropriate PPE as instructed by immediate supervisor.
• Comply with all company safety policies, procedures, and rules.
• Refuse any unsafe task or operation.
• Participate in safety meetings and training.
• Be constantly aware of their personal safety and that of their coworkers.