Passenger Processing Support Technician

Note: Only local candidates from Tampa, FL will be considered for this role

Position Overview

This is a minimally experienced-level contractor position designed for an individual who is eager to grow, learns quickly, and has several years of hands-on desktop support experience. The role provides technical support for passenger processing applications and innovation projects within a high-availability operational environment.

The technician will support real-time, mission-critical systems related to Common Use and Passenger Processing operations. This position requires the ability to manage complex technical issues with minimal supervision while delivering professional, customer-facing support. The role frequently serves as the face of the Information Technology Services (ITS) department and requires strong technical judgment, escalation awareness, and communication skills.

Work is performed under the guidance of senior ITS staff and involves creative problem-solving in a fast-paced environment.

Key Responsibilities

• Provide operational and technical support for firm-owned equipment and systems
• Deliver on-site installation, configuration, and support for all passenger processing and common-use devices
• Support desktop, laptop, peripheral, mobile device, and application-related issues
• Manage ongoing maintenance and deployment of hardware and software throughout the device lifecycle
• Monitor, update, and resolve incidents and service requests using the IT Service Management (ITSM) tool
• Act as an escalation point to Tier 2 support for application and hardware issues, including:
• Microsoft Office
• Windows Operating Systems
• Citrix-based solutions
• Smart devices
• Image and configure desktop and laptop computers (SCCM knowledge preferred)
• Prepare and configure workstations, laptops, and desktops for end users
• Interface with hardware vendors for repair, replacement, and installation services
• Support airline common-use hardware and software, including:
• E-Gates and E-Gate Biometric systems
• Passenger kiosks
• Self-service bag drop systems
• Collaborate with network teams for troubleshooting and network-related support
• Provide Service Desk phone support during non-standard or after-hours coverage periods
• Support and maintain user accounts, access rights, security settings, and system group memberships
• Perform device setup, configuration, and maintenance during non-business hours as required
• Document, maintain, upgrade, and replace hardware and software systems
• Maintain, analyze, troubleshoot, and repair computer systems, peripherals, and mobile devices
• Continuously identify opportunities to improve efficiency and service effectiveness
• Accurately assess issue severity and escalate within the ITS management and technical chain when required

Emergency & Organizational Requirements

• May be required to respond to duties during emergencies or disasters as directed by the organization or Emergency Operations Center (EOC)
• Complies with all organizational policies, procedures, and standards
• Performs other duties as assigned

Required Qualifications

• High School Diploma or GED
• Minimum 2 years of applicable IT experience supporting:
• Desktops and laptops
• Applications
• Mobile devices
• Printers and peripherals
• Cabling (preferred)
• Minimum 1 year of Common Use support experience (preferred)
• Relevant experience may substitute for education on a year-for-year basis

Preferred Certifications

• CompTIA A
• CompTIA Network
• MCDST – Microsoft Certified Desktop Support Technician

Physical Demands

• Sitting: Constantly
• Typing: Constantly
• Computer monitor use: Constantly
• Hearing: Frequently
• Walking: Frequently
• Repetitive motions: Frequently
• Standing: Occasionally
• Reaching, squatting: Occasionally
• Lifting, carrying, pushing, or pulling up to 10 lbs: Occasionally

Working Conditions

• High-stress environment: Occasionally
• Moving mechanical parts: Occasionally
• Loud or high-pitched noise: Rarely
• Potential electrical shock: Rarely
• Exposure to vibration, X-ray, or electromagnetic energy: Rarely

Travel Requirements

• Local travel required: Less than 25%

Equal Employment Opportunity

This organization is an Equal Opportunity Employer and does not discriminate based on age, race, religion, color, national origin, sex, marital status, disability, sexual orientation, veteran status, or any other protected characteristic. Reasonable accommodations will be provided on a case-by-case basis during the application and employment process.

Job Types: Full-time, Contract

Pay: $28.00 - $34.00 per hour

Expected hours: 40 per week

Education:

• High school or equivalent (Required)

Experience:

• IT support: 2 years (Required)

Work Location: In person

Salary : $28 - $34