Service Desk Technician

About Sun Country Airlines

We're not your average airline. We're agile, resilient, and full of unique opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.

With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At Sun Country, you'll be part of a growing airline, and an enthusiastic team focused on connecting our community with their favorite people and places.

Sun Country Airlines provides the resources and support our employees need to succeed. Besides working at a great and growing company, as a Service Desk Technician you'll enjoy these benefits and more :

• Comprehensive benefit package including dental and vision
• PPO and high-deductible health plans
• Health savings account and Flexible Spending Account
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

Service Desk Technician Overview:

The Service Desk Technician position is responsible for providing technical support for Sun Country by troubleshooting issues, installing and deploying software, and fulfilling requests and closing incidents.

Essential Roles and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Create and responds to incidents and requests within established SLA objectives
• Partner with the Network, Infrastructure and Security teams to ensure equipment and processes meet all required security requirements
• Diagnose, configure, and resolve first level technical hardware and software issues or escalate as directed
• Administer, support and mature the current software standards, processes and knowledgebase updates by submitting and/or requesting new Knowledgebase articles
• Submits Knowledge articles for newly discovered support items to ensure the Knowledgebase is relevant and current
• Available for on-call support and participates in rotational on-call
• Continuously contributes to process or service delivery improvements or modifications to exceed customer expectations
• Adhere to, promote and advances SCA Security Policy, Standards, and Procedures
• Required to strictly follow established ITIL repeatable processes - Incident Management, Change Management, Event Management, Problem Management (including Root Cause Analysis)
• Any other duties assigned by management

Required Qualification:

• 2+ years of experience in customer support
• Customer-focused attitude
• Strong interpersonal skills (verbal and written)
• Proven analytical and problem-solving abilities
• Ability to receive and assimilate feedback in a professional manner
• Solid organizational skills including attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Ability to mentor and coach peers
• Continuous desire to learn new technologies
• Must own and be able to maintain a current driver's license

Preferred Qualifications:

• Previous airline industry experience
• Post-secondary education in IT disciplines or equivalent experience

Compensation:

$22/hr

Classification:

Full-Time, Non-Exempt

Work Location:

On-Site - Minneapolis, MN

Supervisory Responsibility:

None

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AAP/EEO Statement:

It is the policy of Sun Country Airlines 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.