Position Description Summary

Applicants must wear a smile, pride themselves in providing great customer service, and be genuinely willing to help others. The job is in Los Angeles, at and around the LAX Airport area.

This position will follow established procedures to troubleshoot, coordinate, and resolve systems-related incidents. The position is responsible for the escalated analysis, diagnosis, and troubleshooting of events in ServiceNow and FreshWorks IT ticketing systems. Ensure reported production outages/incidents are communicated and resolved expeditiously.

Essential Job Duties

Triage incoming customer phone calls and emails to the Help Desk
Determine the severity, impact, and nature of incidents
Follow established procedures to diagnose and troubleshoot system events
Analyze, determine, and document reported production outages/incidents
Engage and coordinate with 3rd party vendors (software updates, RMAs, etc.)
Monitor and acknowledge system events
Communicate, and/or Escalate to 3rd Level Support Teams, if the need exists
Enter pertinent information and updates of reported incidents in Service Center systems
Perform periodic ticket reviews of the Command Center ticket management, and implementation queues and take action as needed
Administering MS Active Directory accounts according to Information Security Guidelines
Perform hardware and software installations
Provide on-the-job training to new department staff members
Provide computer orientation to new staff

Hardware/Software Knowledge

Must-Have Hardware Experience

Troubleshooting all manner of PC hardware component-related issues
Tracing and troubleshooting common network infrastructure issues

Must-Have Experience Installing and Maintaining:

Windows 10
Microsoft Office 365

An ideal candidate would have the following experience to varying degrees:

Domain Controller (DNS, DHCP)
Active Directory Server Tools
File/Print Server
ServiceNow - Ticketing
FreshWorks – Asset Management, Onboarding, Offboarding, Ticketing

Professional Experience Level/Other Qualifications

Equivalent job experience of 5+ years
Must be able to lift at least 40lbs
Ability to organize short and long-term tasks and communicate the status of tasks with clients and management.
Effective oral and written communication skills, with an ability to communicate complex issues to a non-technical audience
Ability to work with others
Ability to follow through with directions for the management
Self-starter with a results-driven focus
Capability to assume additional responsibilities
Demonstrated experience managing data coordination and conversion projects

Education/Training

Graduate of IT trade school or 4+ years experience in IT support

Element-Specific Requirements/Notes

May assume other duties as required/needed
May work overtime
Maybe required to work various shifts as needed

Industry

Airlines/Aviation

Advance Management Inc.,

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