Senior IT Technical Support Specialist - Remote

Overview

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.

In Short

• 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.
• 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.
• Perform hardware and software installations.

Requirements

• At least 10+ years of relevant experience in IT Technical Support, specific LA Airport experience desired.
• Bachelor's degree in computer science or related field preferred or equivalent job experience of 10+ yrs.
• Must be a US citizen or a legal resident for three of the past five years.
• Must meet eligibility requirements for a US Public Trust security clearance.
• Attention to detail, strong time management skills.
• Strong knowledge of corporate strategy, financial analysis, and business development.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication, negotiation, and interpersonal skills.
• PC Hardware Troubleshooting.
• Network Infrastructure Troubleshooting.

Benefits

• Hybrid work option with occasional onsite requirements.
• Opportunity to work in a dynamic environment.
• Supportive company culture focused on employee well-being.
• Training and development opportunities.
• Competitive salary and benefits package.