Sr. Helpdesk Specialist

Location: DFW Airport Headquarters, 2400 Aviation Dr, DFW Airport, TX 75261

Salary: $30.09 per hour W2

Internal Reference 204601

Job Description:

• The Senior Helpdesk Specialist will deliver exceptional technical support via phone and walk-up channels.
• Resolve basic and Complex Windows and Microsoft-related issues encountered by employees, including application errors, system crashes, and network connectivity issues.
• The Specialist will handle software installation and troubleshooting.
• Specialist will handle minor PC and hardware connectivity issues.
• Specialist will manage the incoming support ticket queue and undertake additional responsibilities as assigned.
• Serve as an escalation point for more advanced tasks and troubleshooting .
• Specialist will contribute to the creation of weekly knowledge base articles.
• Specialist will document and manage support requests.

Required Experience:

• Experience with ticketing systems such as Remedy, Genesys, and Active Directory
• Proficiency in Microsoft Azure, PowerShell, OneNote, SharePoint, SCCM Remote Control Viewer, and TeamViewer
• The ideal candidate should possess in-depth knowledge of computer systems and mobile devices running Microsoft Windows 10 & 11, Mac OS & iOS, Microsoft Office Suite, and Microsoft 365.
• Minimum educational requirements include an Associate's degree,
• At least 5 years of professional-level experience in technology support, preferably within an IT solutions desk environment.
• An equivalent combination of education and experience may be considered.
• Successful candidates must be capable of obtaining CJIS certification, without exceptions.

Benefits Overview: Full-time employees are offered comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.

EEO Policy: It is our policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state or local law.