IT Technical Support I

This role will work at our client site, providing IT Technical Support. This role will combine elements of Help Desk work, with Troubleshooting, and Employee Maintenance.

This person will be responsible for maintaining computer systems, software, hardware, networks, devices, connectivity, printing, outage management, and employee onboarding & offboarding.

This role will be required to work on-site in an indoor airport environment, subject to typical airport environmental factors.

Documentation

• Analyze, determine, and document reported production outages/incidents.
• Ensure reported production outages/incidents are communicated and resolved in an expeditious manner.

Help Desk

• Answer incoming customer emails to the Help Desk.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns in order to help set up systems or resolve issues.
• Follow established procedures to troubleshoot, coordinate and resolve systems or hardware related incidents.
• Identifies, investigates, and resolves users problems with computer software and hardware.
• Initial analysis, diagnosis and troubleshooting of events.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now and other related tracking applications.

Onboarding / Offboarding / Employee Maintenance

• Complete onboarding or offboarding functions for staff being mobilized or demobilized.
• Experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams.
• Implement new software and hardware installation as required, including analysis of software and hardware usage and recommendations for implementation/improvement.
• Manage staff onboarding and offboarding processes.
• Oversee deployments and relocations of staff at various locations throughout the airport footprint.
• Perform hardware and software installations.
• Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11).
• Provide computer orientation to new staff.

Troubleshooting

• Candidate will need the ability to be mobile in order to visit different sites on campus to provide technical support.
• Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices.
• Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution.
• Deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions.
• Determine severity, impact, and nature of incidents.
• Experienced in applying security patches, system updates, and driver updates.
• Follow established procedures to diagnose and troubleshoot system issues.
• Manage network performance and connectivity troubleshooting, including wireless networks and VPN issues.
• Proficient in handling upgrades, replacements, and configurations.
• Provide IT support at Division-wide sponsored events.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.

Training

• Provide on-the-job training to new department staff members.

• Bachelor’s Degree in Computer Science, or related field
• 5+ years of relevant experience
• Must be able to lift at least 40lbs
• Ability to organize short and long-term tasks and communicate status of tasks with clients and management
• Capability to assume additional responsibilities
• Demonstrated experience managing data coordination and conversion projects
• May be required to work various shifts as needed.

Preferred:

• Relevant Professional Licensure & Certifications preferred.

E2 Consulting Engineers, LP offers an excellent benefits package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.

Hourly rate for this position is $38.46 - $47.15.  The starting rate will be commensurate with skill, education, experience, and working environment.

Work Environment

This job operates in a professional office environment and uses standard office equipment such as computers and phones. It also operates in an airport environment, subject to typical airport environments and conditions. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit/ stand for up to 8 hours per day
• Ability to move freely for up to 8 hours per day
• Ability to work in an indoor airport setting. 

10%

Please no solicitation of any kind from agencies, staffing, or recruiting firms.