Job Description: Alliance Ground International (AGI) is one of the largest independently owned ground handling company providing services to 100 airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest level of quality service and continuing our track record of outstanding safety. As we continue to grow, we are looking for only the best in the industry. The IT Support provides critical support to all employees of the company as needed. The job is a combination of local and remote support of AGI's computer infrastructure while solving all technical issues as they arise in the office or at any of our 40 plus remote locations. ESSENTIAL DUTIES AND RESPONSIBILITIES - include the following. Other duties may be assigned. Provide Level I & II technical support via phone and email to clients Handle first call resolution while building strong customer relationships Perform troubleshooting analysis of workstations and associated systems Seek appropriate guidance from team members when faced with challenges Provide remote technical support for Windows 7, Citrix Xenapp, and Microsoft Office applications Strong analytical, interpersonal, problem solving and decision-making skills. Logs and tracks calls using ticketing system Contact software and hardware vendors to request service regarding defective products Writes and revises user training manuals and procedures as needed Installs computers, software, and peripheral equipment with little to no assistance. Configuration/Administration of Office 365 MINIMUM QUALIFICATIONS: Must be at least 18 years of age. Must pass a drug test/ background check Must have an Associates degree in computer science, information systems management, or work-related field experience (Bachelor’s Degree preferred) Minimum two years of Windows Server 2003 – 2012 including Active Directory Minimum two years of post-education IT work experience Minimum two years of Windows 7 support experience BACKGROUND QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Strong Customer Service Skills Ability to write, read and comprehend instructions, short correspondence, and memos Excellent interpersonal skills are a must for this position Must be able to work independently and/or in a team environment Seek appropriate guidance from team members when faced with challenges Ability to interact professionally with a diverse group of colleagues and clients Maintain a calm cool composure even when navigating challenging situations and frustrated clients Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. SQL and Cisco experience a plus Understanding of network environments (Wired and Wireless)Experience with various backup technologies & strategies Hands-on experience with a variety of mobile devices (Droid and iOS devices). PHYSICAL DEMANDS: The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include the ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit, use hands to fingers, handle and talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. LOCATION/SPECIFIC WORKING HOURS: General hours: 8:00 am to 5:00 pm Must be able to work extended hours on short notice Some minimal travel may be required Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Introduce yourself! Alliance Ground International, LLC. is a cargo ground handling company in the United States. Considered the best in the business, Alliance Ground International provides the best value for our airline partners. We offer a proven, cost-effective, and low-risk solution meeting or exceeding all requirements of our clients. Our mission is to ensure safe, on-time, and efficient cargo, ramp, and mail handling.