IT Customer Support Technician

**IT Customer Support Technician**302 Information Technology & Telecommunications Tucson, Arizona Minimum Experience **Mid-level** Compensation **$57,783 - $70,784** Not only are we passionate about aerospace, TAAs most valuable resource is our people. Come join a culture that encourages and celebrates diversity, creativity, growth and collaboration. TAA offers competitive salaries, benefit packages, and education reimbursement benefits to promote work-life balance and improve employee lives, both personally and professional. Apply today and join the TAA team! Organizational OverviewAbout TAAThe Tucson Airport Authority (TAA), formed in 1948, is dedicated to providing Tucsonans and visitors to Southern Arizona with excellence in aviation services and facilities, hallmarked by unparalleled safety, security and customer service. Running airports is our passion and we are great at it!Job Overview:Under minimal supervision as an experienced Customer Support Technician, blends information technology knowledge and skills to plan for, install, test, and maintain a complex and diverse mix of IT systems at Tucson International Airport. These systems include, but are not limited to, Microsoft portfolio of products, desktops, laptops, tablets, mobile phones, printers, etc. Ensures the performance, reliability, and effectiveness of all assigned IT systems. Monitors the overall performance of these systems over their lifecycle and plans for/recommends upgrades or replacement when needed. Keeps current on airport technology developments, and applies the theories, principles, requirements and standards of IT and electronics to troubleshoot and maintain systems hardware and software.Essential Functions:The following functions and all other functions not included in this job description are to be performed in the best interests and for the greater good of TAA.* Operate, install, evaluate, test, configure, upgrade, maintain, troubleshoot, and repair a diverse mix of airport technology such as desktops, laptops, printers, VoIP phones, mobile devices, Audio/Visual, and other devices/systems as assigned.* Install, configure, troubleshoot, upgrade and maintain various software applications such as: Microsoft Windows 10, Microsoft Office 365 suite, Microsoft Teams, Adobe, and TAA departmental applications.* Contribute to the design, configuration, and operation of a TAA Customer Support Knowledge base.* Attend technical or complete online training to refresh knowledge and skills. Train others and ensure knowledge transfer between team members.* Lead the development of procedures and work instructions related to TAA systems to assist in providing best practice customer support to TAA end users.* Utilize best practice Customer Support processes such as ITIL to effectively and efficiently provide support to end users.* Keep current with emerging technologies and how advances may be leveraged to increase the efficiency/effectiveness of TAAs business processes.* Collaborate with vendors, contractors, management, and other technical experts planning for modernization of current technology systems or the design/installation of new systems. Serve as the subject matter expert on specific systems.* Communicate and interact professionally and effectively with all types of internal and external contacts and customers to resolve technical problems with systems, answer questions, and assist with planning.* Create and maintain documentation on system maintenance records, system configuration, and other pertinent information to ensure all system specific information is always current.* Receive, respond, and assign incoming IT Customer Support phone calls and tickets, answer questions and/or direct users to the appropriate person. Respond to IT email mailbox requests for support.* Administer and maintain end user accounts, permissions, and access rights.* Support TAA disaster recovery planning and business continuity initiatives.* Act as the technical lead on assigned systems and provide advanced technical information about TAA systems/infrastructure, supporting other projects, analysis, and planning initiatives.* Be responsive to airport emergencies and situations that may involve loss of human life or property; support public safety and operational response to emergencies; utilize Incident Management System (ICS)/National Incident Management System (NIMS) protocols and procedures; coordinate and/or participate in after-action emergency de-briefing with appropriate departments and stakeholders.Your Qualifications:* Bachelors Degree from an accredited four year college/university with major course work in Information Technology (IT), Business, Project Management.* A minimum of two years of responsible experience in supporting end user client devices such as Desktops, Laptops, printers, mobile devices, VoIP phones, and audio/visual systems.* A minimum of 2 certifications from the following list is required within 6 months of hire: CompTIA ITF, A+, Network+, Security+, Microsoft Certified Professional (MCP), a minimum of 2 certifications at the time of hire is preferred.* TAA will consider any equivalent combination of experience and training that provides the necessary knowledge, skills, and abilities sufficient to demonstrate aptitude for the position.We Value:* Knowledge of advanced methods, principles, practices and techniques for troubleshooting and determining the causes of system, computer and other airport systems errors and failures.* Knowledge of advanced knowledge and experience in, Microsoft Windows 10, Microsoft Office 365, Microsoft Teams, Adobe, Ticketing systems.* Knowledge of federal, state, and local laws/codes and regulations pertaining to use of hardware and software.* Installing, configuring, and maintaining various airport technology systems.* Thinking critically, analyzing complex problems, evaluating alternatives and making sound recommendations or take prudent actions.Licenses; Certificates; Special Requirements:* Must have a valid Arizona drivers license.* Must meet the requirements to obtain and maintain access to the Security Identification Display Area (SIDA).* Meet and maintain the ability to drive personal or airport vehicles and obtain authorization to access the non-movement areas on the AOA (Air Operations Area).* Preferred certifications include: CompTIA ITF, A+, Network+, Security+, MCP.* Must successfully complete the National Incident Management System (NIMS) 100, 200, 700, and 800 course requirement and certification within the first year of assuming the position.* As an employee, you are deemed to be essential personnel as part of TAAs emergency response, and must respond to airport incidents as requested/required.Equal Opportunity EmployerTucson Airport Authority (TAA) is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. TAA's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, team member activities, access to facilities and programs and general treatment during employment.Full Job Description Available at InterviewLocation Tucson, Arizona Minimum Experience Mid-level Compensation $57,783 - $70,784