IT Service Desk Support Specialist

Job Description

Job Description

Title:  IT Service Desk Support Specialist

Location:  Orlando International Airport (MCO), Orlando, FL

Are you looking for an IT job in one of the busiest destination airports in the world that acts as the starting point for many vacations to the place “Where Dreams Come True”? Fully functioning IT systems play an essential part in ensuring the passenger journey through the airport runs as smoothly as possible – and helping to support those IT systems could be where you come in!

Position Overview: As an IT Service Desk Support Specialist, you will provide service operation support on-site 40hrs/week at the direction of the local IT Manager. Our organization places a premium on customer service. We are looking for individuals that can be responsive, professional, trustworthy, and deliver performance that enhances our company's reputation each time they interact with the customer.

FLSA Status and Hours: This is a full time, salaried, non-exempt position with great hours: Monday-Friday, 8:00 AM - 5:00 PM shift. 

Responsibilities and Minimum Qualifications:

• Client Interaction: regularly interact with Greater Orlando Aviation Authority (GOAA) customers.
• Performs installation, configuration, relocation and support of the Authority’s computer equipment and workstation software.
• Documentation and Reporting: provides assistance by working in close contact with the vendors and clients. Engineer must ensure their knowledge base is current and accurate and all technical issues must be tracked and documented in a detailed format.
• Track all issues. IT Service Desk Support Specialist must carefully track and comment all issues and resolution in detail within Service Now.
• Troubleshoot problems that impacts the IT services. IT Service Desk Support Specialist works to triage or troubleshoot the problem if possible.
• Responsible for the timely completion of assigned incidents and tasks.
• Experience managing, supporting and deploying network infrastructures.
• Good oral and written communication skills.
• Receives user Service Desk calls, documents user’s requests, and provides telephone assistance for troubleshooting, installation and configuration of the Authority’s computers and software.
• Provide first level VoIP and Mobile device support.
• Provide first line support; escalates more complex problems to a second level resource.
• Produce training material as needed.
• Performs other duties as required.

Education, Experience and Certification: 

• High School Diploma and four (4) years of relevant experience, or an Associate or higher degree from an accredited college or university in data processing/information systems preferred.
• CompTIA A+ and/or Network+.
• MCP (Microsoft Certified Professional).
• Additional IT certifications that distinguish skill set on security, Cisco, VMware.
• Must have a valid Driver’s License.

Preferred Experience:

• Knowledge of MS Windows and Windows based software required.
• Thorough knowledge of computer hardware diagnostics and repair required.
• Must possess excellent verbal and written skills.
• Must be a self-motivated individual who can perform with minimal direction, using sound judgment and creativity in solving highly complex technical problems.
• Must possess the ability to work in a stressful environment and use professional etiquette when dealing with Authority personnel and outside vendors.
• Experience and proficiency with the following applications and devices: Microsoft Windows 7, Microsoft Windows 10, Microsoft Word, Excel, and PowerPoint, Microsoft Outlook including calendaring, contacts, PST files, rules wizard and delegate rights, Adobe, Smartphone devices, VPN, Network Printers (HP).
• Understanding and working knowledge of TCP/IP and Multicast technologies.
• Working knowledge and understanding of Active Directory.

Personal Attributes:

• Demonstrated interpersonal and communication skills.
• Ability to prioritize and execute tasks on time.
• Self-motivated and self-directed.
• Keen attention to detail.
• Able to work successfully in a collaborative team environment.
• Strong customer service orientation.
• Friendly and personable.

Physical Attributes:

• Independent mobility throughout work locations, and ability to move unaided from one working level to another, ability to access, unaided, all installed equipment locations, including working at height, when required
• Ability to negotiate security checkpoints and screening x/ray access points without assistance.
• Visual acuity - ability to interpret and operate customer-owned computer screens and read/write relevant documentation, without the need for special accommodation (large print, Braille, voice assisted computer system, or dictation equipment).
• Ability to carry tools, test equipment and replacement equipment (up to 50 lbs), independently and unaided.
• Ability to drive standard vehicles without any requirement for modified controls.

Benefits:

• Excellent healthcare benefits: Medical and Dental
• 401K including an employer match 
• Paid time-off and sick leave
• Paid Military Leave

Join Our Team:

ServiceTec International, Inc. specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and have been doing so since 1989. We operate globally with headquarters in the UK and the USA, and offices in Canada, The Netherlands, Germany and Norway. We partner with airports and airlines of all sizes to manage, maintain, monitor and support business and mission critical IT systems. 

ServiceTec Culture:   We’re a people-oriented company.  We value our employees, believing they should be treated fairly, with courtesy and respect. We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within if at all possible. We consistently recognize those employees who go "above and beyond.”

ServiceTec International, Inc.  is an Equal Opportunity Employer and will comply with all applicable local, state, and federal statutes concerning equal employment opportunity with regards to all employees whether full time, part time, casual, temporary, and seasonal or contract. ServiceTec will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds not prohibited by legislation. This policy applies to the process of recruitment and selection (both internal and external), promotion, training, conditions of work, pay and benefits and to every other aspect of employment, including general treatment at work and the processes involved in the termination of employment.