IT Support Specialist

Job SummaryThe IT Support Specialist is responsible for providing technical support for a full range of business technology solutions, including computer systems (hardware and software), network infrastructure, mobile devices, telephone systems, printers, video monitoring systems and peripheral device upgrades.  Must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Support Specialist must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution. 

Duties & Responsibilities

• Maintains full ownership of tickets through its lifecycle and Incident Management process.
• Assists with the maintenance of various Policy and Procedure documents.
• Provides first call resolution or triage for all calls.
• Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed performance reports.
• Ensures accurate logging incidents, service requests, access requests and changes.
• Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
• Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made.
• Utilizes the Knowledge Base and other support documentation to identify, isolate, diagnose and resolve end users’ technical problems and provide information and status as requested.
• Completes initial diagnosis and trouble shoot all issues in a timely fashion to meet customer expectations with resolving the incidents wherever possible.
• Escalates tickets to the appropriate level 2 or 3 resource if required.
• Forward tickets/requests to 3rd party vendors where necessary and manage progress of these through to closure.
• Provide occasional out-of-hours support.
• Performs other duties as assigned.

Qualifications & Job Requirements

• Minimum 1 year experience coordinating service desk activities in a fast-paced environment.
• Good understanding of ITIL principles and knowledge of server operating systems with particular focus on Windows Servers and Active Directory environments.
• Good knowledge of desktop operating systems (Windows) and associated hardware and software
• Knowledge of leading business applications and mainstream mobile device platforms (IOS and Android)
• Minimum 1 years’ experience with Windows 10, PC hardware, and LAN troubleshooting. 
• Prefer degree in Information Technology or related field. 
• Prefer ITIL Foundation 
• Current professional networking or other computer related certification(s), such as an A+ Network+ or Security+ highly desirable

Other Prerequisites

• Pass pre-employment drug screen and background check
• Ability to obtain Airport Issued security badge
• Valid Driver’s license

Work Environment & Physical Requirements

• Work is performed both in an office and aircraft hangar environment with moderate noise level. The employee is frequently subject to inside environmental conditions, which provide protection from weather conditions but not necessarily from temperature changes. Must have ability to lift and carry up to 50 pounds.

Available Benefits

• Medical, dental, vision
• Short term & Long term Disability - paid 100% by Company
• Life & Accidental Death and Dismemberment - paid 100% by Company
• Paid vacation, holidays, sick leave, jury duty, bereavement
• Health Savings Account or Health Reimbursement Account (employer contributions tied to participation in wellness program)
• 401K & Roth 401k with employer match
• Flexible Spending programs

Western Aircraft Inc. has a Drug Free Workplace Policy which includes applicants passing a pre-employment test. Applicants testing positive for the presence of illegal drugs will not be offered employment. DOT applicants who become employees of Western Aircraft Inc. will also be subject to random, reasonable cause, reasonable suspicion, and post-accident testing. 
         Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.