Technical Support Specialist Entry-Level

Requested Shifts

• Monday through Friday, 8:00 am 4:30 pm OR
• Monday through Friday, 2:00 pm 10:30 pm OR
• Monday through Friday, 10am 6:30 pm OR
• Sunday through Wednesday, 10:00 pm 8:30 am (4 days x 10 hours days with 30-minutes for lunch) OR
• Wednesday through Saturday, 10:00 pm 8:30 am (4 days x 10 hours days with 30-minutes for lunch)

Contract staff may be required to work any combination of the above shifts as part of a 40-hour work week. Specific shift hours may vary slightly due to operational issues. Hybrid schedule of 1- day remote work per week could be considered for the 8-hour day shifts when operationally feasible.

Responsibilities:

1. Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems.
   1. Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.
   2. Performs related duties.
2. Responds to IT related service requests (user problems, incidents, issues, requests and queries).
   1. Creates problem ticket by entering user and problem information into the Division's ticket tracking system (ServiceNow).
   2. Assesses the problem; works with users to troubleshoot the nature of reported problem.
   3. Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications and other equipment/items used throughout the Airports Authority.
   4. May query using the Division's frequently asked questions (FAQs) and other Division tools to assist in identifying user's problem/potential problem and solution.
   5. May use remote access software to remotely work on the user's equipment. Documents completion or progress in ServiceNow.
   6. Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident-resolution for hardware and software PC-related incidents.
3. Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
4. Maintains currency in technical and service skills. Works to increase technical knowledge and proficiency. Pursues additional, work-related certifications.
5. Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the Division for ticket tracking.
6. Performs other duties as assigned. Nothing in this job description restricts Client's right to assign or reassign duties and responsibilities to this job at any time.