IT Support Coordinator

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