IT Technical Support Specialist

Job Title: IT Technical Support Specialist                                    Department: Information Technology

Reports to: IT Technical Support Supervisor                               

Summary:

This position is responsible for providing technical assistance in hardware and software users within the company and airlines. Handles the installation and configuration of the software and hardware, operating systems and applications for users within the company. Administers all the equipment repairs.

 

Essential Functions:

• Identify and troubleshoot hardware and software faults across user devices and systems.
• Set up operating systems, applications, and peripheral devices for employees and airline stations.
• Support users with inquiries related to software, hardware, user profiles, and password issues.
• Ensure proper installation and configuration of systems for new employees and operational areas like gates and ticket counters.
• Assist in deploying new applications and ensuring compatibility with existing systems.
• Handle configuration and support for systems such as Java, Kronos, Oracle, and airline-specific platforms.
• Track and control software licensing to ensure compliance and availability.
• Monitor toner levels and distribute supplies to office users as needed.
• Set up access roles and permissions for various applications and systems.
• Engage in departmental meetings and onboarding sessions to align with IT operations.
• Troubleshoot network connectivity problems and assist with IP phone and PBX systems.
• Use remote access tools to assist users and manage service desk tickets across Tier 1–3 levels.
• Provides support in the roll-out of new applications.
• Coordinates the equipment set up for employee use, ensuring proper installation of the operating system.
• Participates in meetings and orientations.
• Execute any other duties assigned by the Supervisor.    

 

Qualification Requirements:

• Associate’s degree in system information or computer science.
• Equivalent industry certification and experience required with ITIL 4 Foundation, A+, Security +, CCNA, or other professional certifications preferred.
• Familiarity with Microsoft Office 365, Windows 10/11, and Active Directory.
• The position requires two (2) years of related experience.

 

Required Skills/Abilities:

• Knowledge working with TCP/IPv4 & v6, DHCP, and DNS.
• Solving basic general network and security problems (firewalls, routing, NAT, etc.).
• Identifying system faults.
• Managing LAN/WAN connectivity and IP phone systems.
• Supporting end-users with profile setup, password resets, and system access.
• Tracking inventory (e.g., toner supplies, equipment).
• Managing service desk tickets and support logs.
• Technical support to airport and company equipment.
• Ability to maintain confidential data.
• Ability to develop and maintain productive relationships with customers and internal departments.
• Ability to work under pressure and in a deadline oriented operation.
• Ability to adapt easily to change.
• Language skills in Spanish and English. Ability to read and understand instructions, correspondence, and memos. Ability to write simple correspondence and make simple presentations of information, effectively, an individual or small groups of customers and other employees of the organization.
• Work with mathematical concepts such as probability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals skills. Ability to compute rates, proportions and percentages, and draw and interpret simple graphs. Apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Proficient with office equipment, computers, calculators, photocopy and fax machine and phone.
• Ability to deal with problems involving some variable in common situations.