The IT Support Coordinator will enable safe, excellent, reliable operations by implementing and ensuring workstation and software systems provide stable, efficient, and cost-effective support for executing the airline’s operating processes. Build simplicity, “one-crew” seamless teamwork, and “always getting better” into the implementation and use of the software and computer systems that help our crewmembers save our customers time and money.
Responsibilities:
1. Facilitate the timely and accurate oversight of information technology equipment asset repair, traceability, and logistics.
- Oversee shipping and receiving of all IT equipment
- Accurately process asset assignment
- Ensure proper equipment hardware recycling for reuse and assignment
- OS, Application, Driver & Firmware installation
- Autopilot registration
- Process hardware warranty repairs
2. Provide timely resolution of actionable software hardware and user account help desk requests.
- Provide tier-one helpdesk support
- User account creation
- Password resets
- Process user terminations
3. Deliver effective equipment setup, hands-on-assistance for station support & provide accurate site installation documentation.
- Network equipment, Routers, Firewalls, Switches, Wi-Fi access points, etc.
- Workstations, Printers, Telecom, Barcode scanners, etc.
4. Assure accurate and timely knowledge base contributions and feedback
- Creation and maintenance of how-to articles
- Creation and maintenance of process and procedure documentation
5. Provide first level network operations support to crewmembers and partners.
- Help desk ticket clarification and data gathering
- Process escalations as required to proper higher-level support
- Ensure SLAs are maintained
Requirements:
- A+ or Network+ Certification or higher preferred
- Experience creating & revising how to and knowledge-based articles
- Demonstrated knowledge of Windows 10 installation and baseline configuration
- Experience with computer troubleshooting
- Timely issue, diagnostics, prioritization, and resolution
- Asset management & accountability experience
- Demonstrated problem solving and critical thinking skills with the ability to work through complex problems to identify root causes and develop effective and simple solutions with an analytical approach
- Ability to work cross-functionally and develop relationships
- Strong written and verbal communication skills
- Must be willing and able to work onsite in Houston's Greenway Plaza from Tuesday to Saturday.
X Factors:
- Experience in airports strongly preferred