Desktop Support Specialist

ITS Passenger Processing Specialist I (Contractor)

Overview

The ITS Passenger Processing Specialist I is an entry-to-mid level IT support role designed for individuals eager to grow in a dynamic airport environment. This position provides hands-on technical support for passenger processing systems and common-use applications. The specialist acts as a frontline representative of the ITS department, resolving real-time technical issues and ensuring uninterrupted airport operations with minimal supervision.

Key Responsibilities

• Provide onsite operational and technical support for desktop systems, applications, and peripherals
  

• Support passenger processing technologies including Common Use systems, kiosks, E-Gates, biometric systems, and self-service bag drop
  

• Install, configure, image, and maintain desktops, laptops, mobile devices, printers, and peripherals
  

• Troubleshoot Windows OS, Microsoft Office, Citrix-based solutions, and smart devices
  

• Monitor, document, and resolve incidents and service requests using ITSM tools
  

• Act as an escalation point to Tier 2 support teams for hardware and application issues
  

• Coordinate with network teams and third-party hardware vendors for repairs and installations
  

• Maintain user accounts, access rights, security groups, and system permissions
  

• Provide after-hours and emergency IT support when required
  

• Ensure compliance with all HCAA policies, procedures, and standards
  

Required Qualifications

• High School Diploma or GED
  

• Minimum of 2 years of IT desktop/user support experience
  

• Experience supporting desktops, applications, mobile devices, printers, and peripherals
  

• Common Use system support experience preferred
  

• Ability to work independently in a fast-paced, high-availability environment
  

Preferred Certifications

• CompTIA A
  

• CompTIA Network
  

• Microsoft Certified Desktop Support Technician (MCDST)
  

Work Environment & Physical Requirements

• 100% onsite support role
  

• May require working beyond standard business hours
  

• Ability to sit, stand, walk, and perform repetitive tasks
  

• Occasional lifting up to 10 lbs