Description

IT Support Coordinator

Description

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 and Outcomes

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 installation
• Application installation
• Driver and firmware installation
• Autopilot registration
• Process hardware warranty repairs

1. 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

1. Deliver effective equipment setup and hands-on-assist for stations support. Provide accurate site installation documentation.

• Network equipment
• Routers
• Firewalls
• Switches
• Wi-Fi access points
• Workstations
• Printers
• Telecom
• Barcode scanners

1. Assure accurate and timely knowledge base contributions and feedback.

• Creation and maintenance of how-to articles
• Process and procedure documentation creation and maintenance

1. 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

Competencies

Functional Competencies 

• Demonstrated knowledge of Windows 10 installation and baseline configuration
• Timely issue, diagnostics, prioritization, and resolution 
• Process mapping and process design (with a bias toward simplicity) 
• Asset management

Behavioral Competencies 

• Strong critical thinking with an analytical approach to problem solving
• Demonstrated the ability to work through complexity to identify root causes and develop effective and simple solutions
• Ability to work cross-functionally and develop relationships
• Tenacious problem solving and continuous improvement mindset
• Strong written and verbal communication skills

Requirements

Basic Requirements

• Move throughout the office for extended periods of time (up to 10-12 hours per day)
• Possible travel for training, deployment, or issue resolution
• Comfortable and casual-dress business environment

Education / Experience Requirements

• A or Network Certification or higher preferred
• Basic understanding of Windows 10
• Experience in aviation
• Experience with computer troubleshooting

May perform other responsibilities, as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush jobs or technical developments, etc.)