ITS Passenger Processing Specialist I

OVERVIEW - CONTRACTOR POSITION

This is a minimally experienced level position designed for an individual that is eager to grow and learns quickly and has several years of desktop experience.

This position will perform IT technical work on all passenger processing applications and innovation projects as needed.

This individual will need two-to-three-years of desktop support experience and be able to manage the real time scope and complexity of the Common Use and Passenger Processing environment.

Employees in this class are expected to analyze as well as resolve a wide variety of unique and sometimes challenging problems and tasks under little to no supervision.

Desktop support, peripheral support, mobile device support, application support, airline common-use hardware and software support, E-Gate, E-Gate Biometric, Kiosk, self-service bag drop, and working with the network team for network support are all requirements of this position.

This position will be engaged in professional work which is critical in nature in many instances is the face of the ITS (Information Technology Services) Department.

In addition to managing basic as well as complex technical support of hardware and software services in information technology department they will be required to understand the severity of our customer issues and escalate within the ITS management and technical chain.

Work requires creative and original thinking and is performed under the leadership of the senior ITS staff.

 COMPENSATION

·         $28.00 - $32.00 based on experience.

WORKPLACE TYPE

·         This is an exempt position and may require additional hours exceeding 40 hours from time to time based on the issue at hand and will be 100% onsite support work.

POSITION ROLES & RESPONSIBILITIES

·         Provide operational and technical support to clients relating to firm equipment.

·         Manage ongoing maintenance and deployment of new hardware and software for the device life cycle.

·         Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.

·         Provide on-site service support, installation, and configuration for all devices associated with the equipment listed in the position overview.

·         Act as an escalation point to the Tier 2 group regarding any application – or hardware–related inquiry or issues relating to Microsoft Office, Windows OS, Citrix-based solutions, and smart devices.

·         Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) is a plus.

·         Prepare workstations, including the setup and configuration of laptops and desktops.

·         Interface with hardware vendors to facilitate repair and installation.

·         Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.

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