Essential Responsibilities:

• Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment (Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms.
• Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.).
• Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.
• Verify the asset in accordance with the company policy prior to the move.
• Update asset management systems.
• Troubleshoot and resolve all hardware and software problems supported by Field Operations.
• Communicate with the Field Planning and Project Management organization. Duties may include research, providing input into work orders, and occasional assistance with site surveys.
• Perform preventative maintenance on operational devices.
• Coordinate external vendor services.
• Install, customize, maintain, test, and troubleshoot operating systems and other systems software
• Provide on-site, and on-call 7x24x365 support, as needed.
• Provide technical support, as needed, to the enterprise.
• Configure, install, maintain, test, and troubleshoot hardware systems
• Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems.
• Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures.
• Coordinate activities with internal/external technology owners/service providers
• May perform other duties as assigned.

What you need to succeed (minimum qualifications)

• Troubleshooting skills (hardware/software), Windows 10 workstations and peripheral knowledge. The ideal candidate will have the above plus A+ Certification. Must be able to move, on a regular basis, large equipment that weighs at least 30 pounds.
• Basic Network/server and application knowledge (Office 365, Outlook, etc.).
• Ability to provide on-site, and on-call 7x24x365 support, as needed.
• Must have valid driver’s license.
• Previous airline experience is ideal.
• Ability to work within a team environment.
• May require overnight travel.
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.

What will give you a competitive edge (preferred qualifications)

• Communication Skills - The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level. Timely communication within the team, and not undermining each other, is critical. Share knowledge.
• Integrity and Trust - Involves being widely trusted, being seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and doesn’t misrepresent him/herself for personal gain.
• Teamwork - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing, and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer.
• Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs.
• Dedication - Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes to get things done.
• Flexibility - Is open to change, enjoys the challenge of unfamiliar tasks, anticipates, and adjusts to problems and roadblocks, is not thrown off when things change, can flex to future consequences and trends appropriately.
• Patience - Involves listening and checking before acting. Is tolerant with people and processes, tries to understand the people and the data before making judgments and acting, sensitive to due process and proper approaches.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis, looks beyond the obvious and doesn’t stop at the first answer. Think outside the box for solutions, but stay within established standards, and seek second opinions.
• Task Management - Delivers quality work on time, translates planning into action by following applicable established procedures or methodologies, proactively monitors and controls task status by collecting and analyzing task data to anticipate and address barriers, appropriately communicates, and resolves or escalates any problems that arise.
• Motivation - Demonstrate consistent drive to grow. Many of our candidates exhibit some of the requirements and qualities mentioned, but only recent instead of throughout the years being with the team. Therefore, their motivations and track records require more time to evaluate, especially when it comes to the qualities to follow.
• Documentation - Our projects and workloads can feel like we are working in silos, but part of communication is the ability to properly document everything for the team. Instead of keeping everything to yourself, a conscientious effort to label equipment, update assets, update port management, update photos, upload drawings etc. is a plus to help us help each other.
• Organization - Often, we are tasked with handling multiple, lengthy projects. This takes a lot of planning and preparation on top of day-to-day support. We need someone who is detail oriented in planning ahead, instead of panicking at the last minute, putting blame on others. A candidate with good organizational skills should also keep things tidy, such as neatly route cables, remove unused equipment, and not just install equipment haphazardly for others to cleanup later.
• Customer Conscious - We were taught to strive for zero downtime, which means working at all hours to accommodate operational needs, not for our own benefit and risk causing hardships for our customers and peers afterwards. This also requires double-checking, at times triple-checking, our work, and following up on unfinished work. As an example, volunteering to work overtime, but left kiosks with broken card readers at an outstation for months, is not a quality we desire in someone who wants to become part of engineer.