IT Support Coordinator

PURPOSE: The IT Support Coordinator will enable safe, excellent, reliable operations by implementing and ensuring workstation and software systems provide stable, efficient, and cost-effective support for executing the airline’s operating processes. Build simplicity, “one-crew” seamless teamwork, and “always getting better” into the implementation and use of the software and computer systems that help our crewmembers save our customers time and money.

RESPONSIBILITIES:

1. Facilitate the timely and accurate oversight of information technology equipment asset repair, traceability, and logistics:

• Oversee shipping and receiving of all IT equipment
• Accurately process asset assignment
• Ensure proper equipment hardware recycling for reuse and assignment
• Administer OS, Application, Driver and firmware installations
• Autopilot registration
• Process hardware warranty repairs

2. Provide timely resolution of actionable software hardware and user account help desk requests:

• Provide tier-one helpdesk support
• User account creation
• Password resets
• Process user terminations

3. Deliver effective equipment setup and hands-on-assistance for station support, and provide accurate site installation documentation including:

• Network equipment, Routers, Firewalls, Switches, Wi-Fi access points, Workstations, Printers, Telecom, Barcode scanners, etc.

4. Assure accurate and timely knowledge base contributions and feedback:

• Creation and maintenance of how-to articles
• Process and procedure documentation creation and maintenance

5. Provide first level network operations support to crewmembers and partners:

• Help desk ticket clarification and data gathering
• Process escalations as required to proper higher-level support
• Ensure SLAs are maintained

• A+ or Network+ Certification or higher preferred
• Demonstrated knowledge/basic understanding of Windows 10 installation and baseline configuration
• Experience with computer troubleshooting 
• Experience with asset management
• Strong critical thinking with an analytical approach to problem solving
• Demonstrated the ability to work through complex problems to identify root causes and develop effective and simple solutions
• Tenacious problem solving and continuous improvement mindset
• Ability to work cross-functionally and develop relationships
• Strong written and verbal communication skills
• Must be willing and able to work onsite in Houstons Greenway Plaza from Tuesday to Saturday.

X-FACTORS:

• Experience in aviation preferred.

May perform other responsibilities, as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush jobs or technical developments, etc.)