Help Desk Technician, IT Terminal Operations

Welcome to San Diego International Airport, where our core purpose is to create an exceptional experience for both our community and visitors from around the world. It extends beyond just flights; we embody the vibrant spirit of San Diego itself—sunny, welcoming, and full of life. We are committed to attracting, fostering, and empowering a team of talented individuals who can deliver our strategic goals: Advance Airport Development Transform the Customer Experience Optimize Ongoing Business Cultivate Our Culture Here, culture starts with each of us. Our workplace is shaped by mindsets that guide how we show up for one another: believing the best in people, collaboration, empathy, listening, and thoughtful decision‑making. If you are ready to contribute to a team that values meaningful impact and enjoys the journey along the way, we invite you to apply today and help us connect our community to the world. Why You’ll Love Working at SAN Location: This position is located inside the terminals at San Diego International Airport, placing you at the center of airport operations. With direct access to secure areas and daily interaction with employees, airlines, concessionaires, and other aviation partners, you’ll be part of the fast‑moving environment that keeps the airport running smoothly. Salary: The hiring salary for Help Desk Technician is $61,106‑$70,272. The full pay range for Help Desk Technician is $47,004‑$75,207. Benefits: You will enjoy 14 paid holidays, 18‑33 days of vacation (PTO), parental and child care benefits, salary continuance for family & parental leave, tuition reimbursement, ensure your future with our retirement plan options including our comprehensive pension plan and 457 defined contribution plan. Plus, take advantage of our annual employer‑funded Lifestyle Spending Account, designed to support your personal development and growth activities—and much more! Wellness: Enjoy a workplace that makes well‑being part of the daily routine! Tap into multiple on‑site gyms, unwind or brainstorm in outdoor workspaces, score fitness discounts for every level and goal, give back with volunteer‑time rewards, connect with financial wellness advisors, and explore scenic walking trails just steps from campus, all wrapped in a supportive wellness package designed to help you feel your best inside and outside of work. Application Deadline: July 9, 2026. Applications will be reviewed after the closing date. About the Job The Information & Technology Services department is looking for a Help Desk Technician with a hands‑on, problem‑solving mindset to support technology across our terminal environment. This role plays a key part in keeping airport operations running smoothly by supporting critical systems used by airlines, tenants, and concessionaires throughout San Diego International Airport. This role is highly visible and fast‑paced, with a strong focus on hardware support and real‑time troubleshooting. From upgrading Terminal 2 kiosks to responding to day‑to‑day technology needs across the terminal, no two days look the same for IT Terminal Operations team. The ideal candidate is someone who enjoys being out in the field, is naturally curious, and takes pride in figuring things out, especially when the solution isn’t immediately clear. Everything in this role can be taught—the technology, the systems, the environment. What matters most is a strong foundation in hardware, a willingness to learn, and the ability to show up with a customer‑first mindset. This role is not desk‑bound; it involves being on your feet and moving throughout the terminal daily, supporting the people and systems that keep the airport running. What You’ll Do Ticketing Management: Uses the Authority provided ticketing and asset management software to respond to technical requests for service; maintain, document, coordinate, create, and update asset inventory of hardware, software, and licenses. Performs routine and scheduled preventive maintenance tasks as directed. Troubleshooting: Troubleshoots system, hardware, software, telecom, and network connectivity issues. Diagnoses problems, researches resolutions, resolves problems, and replaces and/or upgrades hardware and software. Maintenance & Installation: Assists in installing, configuring, and testing network servers, devices, and software. Diagnoses hardware malfunctions; replaces and decommission components and performs other maintenance and repair. Climbs ladders and lifts up to 50 lbs to install and configure large information displays, peripheral equipment, multifunction printers, and common use passenger processing systems. Relationship Building: Works collaboratively and effectively as a project team member; establishes and maintains effective customer‑focused working relationships with managers, customers, vendors, consultants, employees, and airline personnel. Ambassador: Orients and trains customers on new hardware and software capabilities, uses, and functions. Install and configure specialized business and operations support software to meet customer profiles and computing requirements. Collaboration & Analysis: Interviews and consults with managers and customers to identify computer hardware or software requirements. Oversees and participates in the receipt and installation and decommission of purchased hardware and software. Tracks inventory and completes asset documentation. Documentation Management: Creates device descriptions for terminals, laptops, PCs, printers and controllers. Develops and maintains customer standards, user profiles, documentation, training materials, and records of work performed. Operational Driving: Drive and operate Authority vehicles to transport essential equipment and provide technical assistance at multiple locations throughout the SAN campus. The Skills You Need Attention to Detail . Ensures information is complete and accurate; follows up with others to ensure that agreements and commitments have been fulfilled. Communication . Effectively exchange information with stakeholders through various avenues, including but not limited to verbal, written, facilitation, and persuasion. Technical Proficiency . Knowledgeable and ability to work with various operating systems Understanding of computer hardware components, peripherals, and basic networking equipment. Provide knowledge transfer. Troubleshooting skills . Ability to analyze, define a problem and identify the root cause of technical issues reported by end‑users. Capability to systematically diagnose and resolve hardware and software problems. Customer Service . Strong verbal and written communication skills to interact effectively with end‑users and convey technical information in a clear and understandable manner. Focus on providing excellent customer service and ensuring end‑user satisfaction. Team Collaboration . Ability to work effectively with other ITS team members and departments to resolve complex technical issues. Adaptability . Ability to adapt to changing technologies, processes, and work environments. Eagerness to learn new technologies and stay updated on industry trends. About the Team Information & Technology Services (ITS) is a mission‑driven, campus‑wide team that enables the Airport Authority’s operations through reliable, secure, and forward‑looking technology. ITS supports critical business applications used by staff, maintains passenger‑facing systems such as flight information displays and paging, and designs, operates, and secures the infrastructure that connects the entire airport campus. Our team is responsible for system access, data storage, cybersecurity, and operational continuity; ensuring technology is available when and where it matters most. Within ITS, the Service Desk & IT Terminal Operations team plays a vital role in supporting both the administrative and operational sides of the airport. One part of the team focuses on ensuring employees across the organization have the tools, access, and technical support they need to do their work. The other operates directly within the terminal environment, providing hands‑on support to airlines, tenants, and concessionaires, and responding in real time to keep airport systems running smoothly. Together, this team sits at the intersection of people, technology, and operations, supporting the day‑to‑day experience of both employees and passengers. The Experience You Need to Have Graduation from a high school or G.E.D. equivalent. Two years of increasingly responsible experience in IT hardware and software support. Equivalent combination of training and experience. Licenses, Certificates, and Special Requirements Maintain a valid driver’s license and the ability to maintain insurability under the Authority’s vehicle insurance policy. Preferred Licenses; Certificates; Special Requirements CompTIA A+, Modern Desktop Administrator Associate, HDIP (Help Desk Institute Professional), Certified Support Professional and higher. Driving is an Essential Function This role requires regular driving as a critical part of performing work‑related duties, specifically involving the operation of Airport Authority vehicles. A valid California driver’s license is required, along with strict adherence to all traffic laws and safety regulations. Applicants must maintain an acceptable driving record to operate Authority vehicles. Compliance with Airport Authority vehicle use policies, including safety protocols and reporting requirements, is mandatory. Applicants must acknowledge that driving Airport Authority vehicles is an essential function of this role. Don’t meet every requirement? That’s okay. At San Diego International Airport, we value your unique experience and your willingness to learn. Some roles require specific qualifications or degrees, but others don’t—and we’re always open to individuals committed to growth and excellence. If this sounds like you, we encourage you to apply. And if it’s not the right fit, we’ll keep you in mind for future opportunities. We may have the perfect spot for you to land. EEO Statement It is the policy of the San Diego County Regional Airport Authority to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, SDCRAA will provide reasonable accommodations for qualified individuals with disabilities. Physical & Mental Demands Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the hiring department to accommodate the limitation. If you need any form of accommodation during the recruitment process, please inform the Talent Acquisition Partner (Recruiter). Under California Government Code Sections 3100 - 3109, public employees are designated disaster service workers. The term "public employees" includes all persons employed by the state or any county, city, state agency, or public district. Disaster service workers are required to participate in such disaster service activities as they may be assigned to them by their employer or law. #J-18808-Ljbffr County-of-SAN-Dieg