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Associate Technician, IT Services

Date: Jan 11, 2018

Location: Charlotte, NC, US

Req ID: 13391

Location: CLT Hgr (CLT-HGR1) 
Additional Locations: None
Requisition ID: 13391 

Job Description

The role of the Desktop/Field Services Technician is to assist employees regarding all facets of end-user computing which includes software/hardware installs, upgrades and overall maintenance of PC desktop/laptop systems and peripherals. All candidates must have firsthand experience supporting desktop computers in a Windows/TCPIP environment. Configures, installs, monitors and maintains IT users' desktop software and hardware; supports mobile workforce. Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software. Technical owner responsible for end-to-end problem ownership, resolution and communication with employees. May provide on-site training to users.


Duties and Responsibilities

  • Resolve and close tickets/work orders supporting end-user desktops and peripherals
  • Respond to customer support issues escalated from the Helpdesk
  • Contribute to desktop projects (global installs/upgrades) as a project team member
  • Remotely diagnose and resolve requests utilizing remote tools
  • Troubleshoot and collaborate with other departments to assist with infrastructure related issues
  • Document customer interactions in incident management system including asset management
  • Recover data from hard disk drives and/or perform data migration
  • Support remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptops
  • Install and configure local and network based printers
  • Perform preventative maintenance
  • Work various shifts, holidays, on-call and travel as required
  • Follow management guidance, adhering to IT policy and procedure

Job Qualifications

  • Associates/Bachelor's Degree in Computer Science, Information Systems or other related field or equivalent work experience
  • Minimum 5 years of demonstrable ‘hands-on’ IT work experience supporting and resolving diverse PC desktop software and hardware issues
  • Overall knowledge of all Windows based operating systems including Windows 7
  • Familiarity with workflow and with ticketing systems
  • Knowledge of VPN connectivity and ability to troubleshoot issues
  • Excellent customer service skills with ability to interface at all levels of the organization
  • Excellent verbal and written communication skills
  • Ability to work independently and perform in a collaborative, team based environment
  • A+ certification preferred
  • MCSE/MCP is a plus
  • Previous IT infrastructure experience in Airline/Airport environment is a plus
  • Must possess the ability to lift at least 30lbs
  • Travel as required

Additional Locations: None
Requisition ID: 13391 

Nearest Major Market: Charlotte

Job Segment: Technician, Network, Computer Science, Information Systems, Telecom, Technology