What are the responsibilities and job description for the Help Desk Technician position at OMNI?
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Omni Air is a private international airline providing tailored passenger and government charter services. We’re committed to exceeding expectations, with satisfaction and safety as our measure of success.
We pride ourselves on providing our employees a work experience built on family values. Our employee’s contributions impact the lives of passengers on a daily basis. Our comprehensive benefits package is designed with you in mind. Medical, dental, vision, company paid life insurance, 401K with company match, employee assistance program and more!
ESSENTIAL DUTIES |
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The Help Desk Technician is the first point of contact for OAI employees and contractors seeking technical assistance for information systems issues. They serve as members of the Information Services (IS) team by providing first response technical support over the phone, in person, and via the Help Desk system. Duties shall include but are not limited to the following: |
- Primary responsibility is user support and customer service, must be present and visible in the Help Desk and available to users requiring technical assistance
- Respond to questions from callers and walk-ins
- Direct calls and tickets to appropriate IS staff as necessary
- Remotely assist OAI employees and contractors with technology problems in offices, remote sites, and residences
- Assist in person with problems at the Tulsa Headquarters and Business Continuity Site
- Accept general responsibility for Business Continuity Site and ensure it is ready for use by stocking paper and toner in printers, push in chairs, restart frozen computers, etc.
- Follow standard IS Help Desk operating procedures, and accurately log all Help Desk contacts using call tracking software
- Learn fundamental operations of commonly used software, hardware, and other equipment
- Order, image, configure, and install desktop and laptop computer systems and peripherals
- Become familiar with available help resources; stay updated on OAI information technology changes or problems
- Become familiar with OAI policies, services, and staff
- Participate in the on call rotation as required
- Perform other duties as assigned
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QUALIFICATIONS AND EXPERIENCE |
- Must be able to pass a 10-year Background/Criminal check and pre-employment drug screen
- Effective oral and written communication skills, including strong technical communications skills to effectively interface with both Operations and IS Personnel
- Must be able to translate technical solutions into business solutions
- Good analytical and problem-solving skills including crisis management and resolution
- Able to work well with others in a collaborative manner, and be a self-starter with minimum supervision
- Team player capable of working in a results oriented environment
- Honest, positive attitude, adaptive to changes and hard working
- Results oriented and customer service focused
- 1-3 years of experience supporting Windows clients and related software and hardware in an Enterprise environment
- An understanding of AD fundamentals is required
- Microsoft or CompTIA certification is a plus
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PHYSICAL ACTIVITY |
- Stand –25%
- Walk – 25%
- Sit – 50%
- Lift- up to 35 lbs
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MENTAL CAPABILITY REQUIREMENTS |
- Requires ability to handle numerous activities at once and complete in a timely manner
- Must be able to work with limited supervision and possess an impeccable attention to detail
- Must be able to identify and resolve problems in a timely manner
- Must be able to gather and analyze information skillfully with significant detail
- Ability to understand, remember, and apply oral and/or written instructions
- Ability to complete routine forms, and conduct routine oral communication
- Must possess excellent customer service and organizational skills
Drug Free Workplace, Equal Opportunity Employer M/F/Disability/Veterans/VEVRAA Federal Contractor/Sexual Orientation/Gender Identity
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. Military and civilian service alumni are encouraged to apply.
