ITS Passenger Processing Specialist I

OVERVIEW - CONTRACTOR POSITION

This is a minimally experienced level position designed for an individual that is eager to grow and learns quickly and has several years of desktop experience. This position will perform IT technical work on all passenger processing applications and innovation projects as needed. This individual will need two-to-three-years of desktop support experience and be able to manage the real time scope and complexity of the Common Use and Passenger Processing environment. Employees in this class are expected to analyze as well as resolve a wide variety of unique and sometimes challenging problems and tasks under little to no supervision. Desktop support, peripheral support, mobile device support, application support, airline common-use hardware and software support, E-Gate, E-Gate Biometric, Kiosk, self-service bag drop, and working with the network team for network support are all requirements of this position. This position will be engaged in professional work which is critical in nature in many instances is the face of the ITS (Information Technology Services) Department. In addition to managing basic as well as complex technical support of hardware and software services in information technology department they will be required to understand the severity of our customer issues and escalate within the ITS management and technical chain. Work requires creative and original thinking and is performed under the leadership of the senior ITS staff.

COMPENSATION

• $28.00 - $32.00 based on experience.

WORKPLACE TYPE

• This is an exempt position and may require additional hours exceeding 40 hours from time to time based on the issue at hand and will be 100% onsite support work.

POSITION ROLES & RESPONSIBILITIES

• Provide operational and technical support to clients relating to firm equipment.

• Manage ongoing maintenance and deployment of new hardware and software for the device life cycle.

• Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.

• Provide on-site service support, installation, and configuration for all devices associated with the equipment listed in the position overview.

• Act as an escalation point to the Tier 2 group regarding any application – or hardware–related inquiry or issues relating to Microsoft Office, Windows OS, Citrix-based solutions, and smart devices.

• Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) is a plus.

• Prepare workstations, including the setup and configuration of laptops and desktops.

• Interface with hardware vendors to facilitate repair and installation.

• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.

• Answer Service Desk phone calls to assist clients during non-supported Service Desk hours.

• Support and maintain user account information, including rights, security, and systems groups as needed.

• Setup, configure, and provide maintenance to corporate devices during non-business hours.

• Document, maintain, upgrade, and replace hardware and software systems for desktop and peripheral equipment.

• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals, including mobile devices.

REQUIRED FOR ALL HCAA JOBS

• In the event of an emergency or disaster that impacts the Hillsborough County Aviation Authority (HCAA), an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department or the HCAA Emergency Operations Center (EOC). Such assignments may be before, during, or after the emergency/disaster.

• Complies with all HCAA Policies, Procedures, and Standards.

• Performs other duties as assigned.

REQUIRED QUALIFICATIONS

• High School Diploma/GED

• A minimum of two (2) years of applicable information technology experience in user support of desktops, applications, mobile devices, printers, peripherals, cabling preferred.

• A minimum of one year of Common Use support experience preferred.

• Experience may substitute on a year-for-year basis for the required education.

LICENSES AND CERTIFICATIONS

• CompTIA A Certification Preferred

• CompTIA Network Certification Preferred

• MCDST - Microsoft Certified Desktop Support Technician Preferred

PHYSICAL DEMANDS

• Eye/Hand/Foot Coordination - Rarely

• Hearing - Frequently

• Reaching - Occasionally

• Repetitive Motions - Frequently

• Sitting - Constantly

• Squatting - Occasionally

• Standing - Occasionally

• Typing - Constantly

• Walking - Frequently

• Carry up to: 10lbs. - Occasionally

• Lifting up to: 10lbs. - Occasionally

• Pulling up to: 10lbs. - Occasionally

• Pushing up to: 10lbs. - Occasionally

WORKING CONDITIONS

• Computer Monitor - Constantly

• High-Pitched/Loud Noises - Rarely

• High-Stress Level - Occasionally

• Moving Mechanical Parts - Occasionally

• Needles Or Other Sharp Objects - Rarely

• Potential Electrical Shock - Rarely

• Vibration - Rarely

• X-Ray/Electro-Magnetic Energy - Rarely

TRAVEL REQUIREMENTS

• Local - <25%

TPA MISSION STATEMENT

To be a major driver in the economic growth of the Tampa Bay Region. We will be leading-edge innovators to create global access and extraordinary customer experiences through our people and facilities to build prosperity for our stakeholders and the region.

TPA VISION STATEMENT

To be a vibrant aviation gateway for Tampa Bay, providing access and economic opportunity for our stakeholders.

The Aviation Authority-Tampa International Airport provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership, or non-membership in an employee organization, or based on personal favoritism or other non-merit factors.

The Aviation Authority-Tampa International Airport is an equal opportunity employer and welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities and will reasonably accommodate the needs of those persons in the application and testing process. The decision on granting reasonable accommodation requests will be on a case-by-case basis.