IT Technical Support

• 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. IT Technical Support I Program – IT Technical Support I PS1031 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 Out ​ look, as well as collaboration and integration solutions like OneDrive and Teams