IT Technical Support II

Minimum Years Experience: 10 Years+
Minimum Education Level: Bachelor's degree in Computer Science or related field preferred
Description of Duties
Monitor and maintain computer systems and networks. Identifies, investigates, and resolves users problems with computer software and hardware. Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns in order to help set up systems or resolve issues. troubleshoot system and network problems, diagnosing and solving hardware or software faults. Implement new software and hardware installation as required, including analysis of software and hardware usage and recommendations for implementation/improvement.
Position Description Summary
This position will follow established procedures to troubleshoot, coordinate and resolve systems or hardware related incidents. The position is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages/incidents are communicated and resolved in an expeditious manner. Manage staff onboarding and offboarding processes. Provide helpdesk related support in all areas of IT functions for the Airport Development Group.
Essential Job Duties (include the following but not limited to)

• Answer incoming customer emails to the Help Desk.
• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages/incidents.
• Determine severity, impact, and nature of incidents. Escalate as needed.
• Communicate clearly with other team members.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now and other related tracking applications.
• Complete onboarding or offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations. 
• Oversee deployments and relocations of staff at various locations throughout the airport footprint.
• Provide IT support at Division-wide sponsored events. 
• Provide on-the-job training to new department staff members. 
• Provide computer orientation to new staff. 

Hardware and Infrastructure Experience
• PC Hardware Troubleshooting
o Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices. Proficient in handling upgrades, replacements, and configurations.
• Network Infrastructure Troubleshooting:
o Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution. Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues.
Installation, Configuration, and Maintenance:
• Windows Operating Systems
o Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11). Experienced in applying security patches, system updates, and driver updates.
• Microsoft Office 365 Suite:
o Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions. Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams
Professional Experience Level/Other Qualifications
• Must be able to lift at least 40lbs.
• Ability to organize short and long-term tasks and communicate status of tasks with clients and management.
• Effective oral and written communication skill, with an ability to communicate complex issues to a non-technical audience.
• Ability to work with others.
• Self-starter with results driven focus.
• Capability to assume additional responsibilities.
• Demonstrated experience managing data coordination and conversion projects.
Education/Training
•Bachelor's degree in computer science or related field preferred or equivalent job experience of 10+ yrs.

Element-Specific Requirements/Notes
• May assume other duties as required/needed.
• Maybe required to work past regular work shift if needed.
• Maybe required to work various shifts as needed.
• This position offers a hybrid/telework schedule.
• Candidate must have access to company vehicle or be willing to use personal vehicle.
Salary dependent on education and experience. Salary range: $50K-$75K