Job Title: IT Technician

Department: Information Technology Systems

Reporting To: IT Service Delivery Manager

Duties and responsibilities include, but are not limited to:

1. Answer incoming calls and log all customer questions and issues accurately and efficiently into the help desk ticketing system.
2. Troubleshoot hardware and software-related issues, including networking issues (TCPIP), Microsoft Office suite and custom applications.
3. Assist end users with setup of equipment, including desktops, projectors, video conferencing systems, other peripherals as required.
4. Building of PCs for internal company use, including image creation / maintenance, and asset tracking.
5. Assist with technical training and user education as needed.
6. Assist with special project work as needed.
7. Keep abreast of current technology trends and practices.
8. PC and Printer repair.
9. May require late night and weekend coverage.
10. Ability to follow documented standards and procedures as well as verbal/written directives.
11. Ability to resolve tickets/requests and respond to all communications in a timely manner.
12. Maintain a clean working area, free of debris or other clutter.
13. Maintain a positive and professional attitude with both customers and other employees at all times and help foster a positive work environment.
14. Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

1. Two to four years’ experience in Microsoft Windows OS and the ability to fix hardware items such as printers, desktops and laptops.
2. Must have experience with Microsoft Office Software Suite.
3. Must have experience and/or training in LAN, WAN and wireless network support.
4. Demonstrate troubleshooting capabilities.
5. Be willing and able to interface with users on a beginner level.
6. Ability and willingness to follow direction.
7. Phone / PBX and/or experience is a plus.
8. Airwatch / MDM experience is a plus.
9. Strong communication and interpersonal skills.
10. Demonstrate honesty, integrity and respect for others, a willingness to be flexible and open to change.

Experience in the Airline industry a plus.