Provides field technical assistance and support to end users for hardware, software, and systems matters. Troubleshoots and resolves problems to determine whether problem is caused by hardware, software, or systems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Assess and prioritizes break/fix, project and preventative maintenance to maintain operational standards and efficiencies.
Performs technical investigations, processes analyses, and performs root-cause analyses to resolve IT related issues that impact operations.
Serves as an escalation resource for more junior station support associates, business and IT management.
Collaborates and builds relationships with business partners to align IT operations to the business objectives.
Develops implementation plans and project plans to support the IT components for airport openings and closings and moves, adds, and/or changes. Works cross-functionally with other IT departments, customers facing business issues, facilities and external vendors to complete project deliverables.
Develops and implements IT business processes and procedures to ensure standardization or as a solution to technical issues.
Documents the location and interconnection of IT equipment at airports and other company locations.
Identifies and investigates problems, trends, and determines what options exist to resolve issues.
Determines the need to travel to a location, prioritize issues and manages a travel schedule for a subset of assigned locations.
Works with vendors and airport authorities to execute pre-determined cable plans; ensures adherence to IT standards for placement, labeling, termination, and location. Works with vendors and partners as necessary to improve service.
Performs other duties as assigned.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.
EDUCATION and/or EXPERIENCE
Specialty training beyond high school in Computer Science, Information Technology or related field.
At least 3 years customer service, desktop and/or networking field support experience.
PREFERRED EDUCATION and/or EXPERIENCE
Associate’s degree (A.A.) in Computer Science, Information Technology or related field. At least 5 years customer service, desktop and/or networking field support experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
REASONING/PROBLEM SOLVING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Makes day to day decisions used to support strategic direction. Decisions often require some thought and are somewhat structured. Decisions tend to be short term and usually moderate cost.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Able to move about the work environment.
Frequently required to stand, walk, sit, talk and hear.
Able to lift or move up to 50 pounds.
Able to focus with clear vision at 20 inches or less (computer screen).
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
May work in outdoor weather conditions/open air hanger
May be exposed to risk of electrical shock.
Travel up to 75 of the time, including overnight travel.