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Associate Technician

Location: Fort Worth, TX
Date Posted: 06-15-2018
Tech support for Tulsa
The following describes the essential job functions, job qualifications, traditional physical demands and other requirements of the job. While not an exhaustive description, it is intended to accurately reflect the current job. Management will modify the job or require other tasks be performed whenever it deems it appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations. Management will consider providing reasonable accommodations as necessary to comply with the Americans with Disabilities Act or other applicable federal, state or local laws. Reasonable accommodations that facilitate successful performance of all essential job functions will not impact an individual’s paygrade or level.

Responsible for assisting employees regarding all facets of end-user computing which includes software & hardware installs, upgrades and overall maintenance of PC desktop/laptop systems and peripherals. All candidates must have firsthand experience supporting desktop computers in a Windows/TCPIP environment.

Section 3 – Job Qualifications

Minimum Qualifications – Education & Prior Job Experience
• Associates / Bachelor's Degree in Computer Science, Information Systems or other related field. Or equivalent work experience
• 3 years of demonstrable ‘hands-on’ IT work experience supporting and resolving diverse PC desktop software and hardware issues in a large & complex enterprise environment
Preferred Qualifications – Education & Prior Job Experience
• A+ certification
• MCSE/MCP is a plus
Skills, Licenses & Certifications
• Overall knowledge of all Windows based operating systems including Windows 7/8/10 as well as Apple iOS
• Network comprehension and troubleshooting skills (TCP/IP, DHCP, DNS, etc.)
• Familiarity with workflow and with ticketing systems
• Knowledge of VPN connectivity and ability to troubleshoot issues
• Knowledge of ‘image base’ deployments, including setup, configuration & implementation
• Ability to work independently and perform in a collaborative, team based environment
• Previous IT infrastructure experience in Airline/Airport environment is a plus
• Ability to capture and transfer user’s data from 1 PC to another.
• Must possess the ability to lift at least 30lbs
• Travel may be required
Language & Communication Skills
• Excellent customer service skills with ability to interface at all levels of the organization
• Excellent verbal and written communication skills

Physical Abilities
Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonably accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the employee directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the employee’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully

• Configure, install, and maintain end-user desktop software and hardware
• Resolve and close tickets and work orders assigned
• Respond to customer support issues escalated from the IT helpdesk
• Responsible for end-to-end problem ownership, resolution and communication with employees
• Provides on-site training to end-users
• Technical contributor with demonstrable willingness to take initiative to follow up and resolve issues
• Build strong partnerships with other IT support areas & business areas (i.e. Network Ops, ITHD, Desktop Engineering, etc.)
• Contribute to desktop projects (global installs/upgrades) as a project team member
• Remotely diagnose and resolve requests utilizing remote tools
• Troubleshoots and collaborate with other departments to assist with infrastructure related issues
• Document customer interactions in incident management system including asset management
• Recovers data from hard disk drives and/or perform data migration
• Support remote access for VPN connectivity as well as wireless/broadband connectivity for laptops
• Installs and configures local and network based printers
• Performs preventative maintenance
• Works various shifts, holidays, on-call and travel as required
• Follows management guidance, adhering to IT policy and procedure
• Performs other duties as requested
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