IT System Technician

Under the direct supervision of the Senior Systems Manager, provide technical assistance to users of computers, portable devices, and peripheral devices to include maintaining and troubleshooting airport operations systems, communications hardware, and applications and/or system software and peripheral devices in a predominantly Microsoft Windows environment with minor Linux, Apple macOS and iOS requirements.

Work schedules include rotating shifts, night shifts, and weekend shifts. Hours of work and days off may be changed at any time at the discretion of the supervisor. The Airport operates on a 24 x 7 x 365 basis. May be subject to recall after normal duty hours.

JOB RESPONSIBILITIES

Essential Job Responsibilities:

Install, upgrade, monitor, and troubleshoot issues with LAN systems including but not limited to client computers (desktops, laptops, thin/zero clients), VoIP systems, wired and wireless networks and devices.

Provide Tier 1 support for Authority employees, passenger-facing technologies, and Airport-provided tenant systems.

Act in Customer Support capacity, providing software support, feature use and problem resolution.

Receive incoming IT-related telephone calls, emails and trouble tickets, answer questions as appropriate and/or directs them to the appropriate party.

Design and create user-friendly documentation in addition to, or in replacement of, standard materials. Update Knowledge Bases as needed.

Monitor supplies and paper stock of systems for airlines.

Maintain an inventory of equipment and parts as well as documentation of vendor activities.

Keep hardware maintained with primary concern for longevity of equipment by performing ongoing thorough maintenance inspections and cleaning.

Interface with outsourced IT, and phone vendors as required.

Work on multiple tasks both individually and in a project team environment.

Keep abreast of advancing technology with regards to computer hardware, software and cloud environments while focusing on airport needs and maximizing system capabilities and potential.

Provide user support for Windows OS and desktop applications.

Provide training to users for various hardware and software technologies.

Work with other departments on application upgrades and problems related to software and hardware.

Other Job Responsibilities:

Assist Network Administrators, System Administrators and Technical Support Specialists with minor tasks when required.

Perform other related duties as assigned.

MATERIALS AND EQUIPMENT USED

Computers, Software, Cables, Cable tools, Computer Peripherals, Communications Equipment, Office Equipment.

Do you have a valid Driver's License license?, Do you have experience in Report preparation?, Do you have a High school diploma or GED?, High School Diploma or G.E.D or currently enrolled in High School.

One (1) year hands-on computer experience or an associate degree in computer science. Relevant computer certifications may be used for partial substitution of education and/or experience requirements.

Experience with desktop/laptop configuration and repair, upgrading desktop hardware components, printer configuration. Installation and configuration of other peripherals as needed, preferred.

Experience with common physical data cabling, Twisted Pair, Single and Multi-mode Fiber, preferred.

Licenses and Certifications:

Valid Florida Driver's License or must obtain within (30) days of assuming the position.

Any additional relevant IT Certification such as CompTIA or Microsoft, preferred.

Knowledge, Skills, and Abilities:

Knowledge of AeroCloud FIDS, GIDS, BIDS, and CUPPS hardware and software, preferred.

Knowledge of Microsoft Active Directory, Entra, Intune, Defender and SharePoint, preferred.

Knowledge of Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, Access), Microsoft Teams, and Windows 11 preferred.

Knowledge of Internet browsers, email, and advanced communication devices and techniques.

This position requires skills in prioritization, organization, verbal communications and interpersonal relations, and the ability to manage multiple tasks simultaneously.

Strong analytical and reporting skills.

Must work well in a team environment with limited instruction/supervision.

Ability to learn and understand technical principles and techniques, to make independent judgments in absence of supervision, and to acquire knowledge of topics related to primary occupation.

Ability to work independently to analyze and solve routine computer related problems.

Ability to understand informational documentation, directions, instructions, methods, and procedures, such as technical manuals, software manuals, product documentation and related materials.

Ability to write reports, speak with and before others with poise, clarity, control and confidence.

Ability to take quick and accurate corrective action under stressful conditions and/or the ability to research a problem and present a realistic time frame for resolution.

Ability to maintain a high degree of confidentiality and always perform work with a positive attitude and in a professional manner.

Ability to make hardware repairs and upgrades.

Ability to deal courteously and respectfully with end users and the public.

Ability to maintain accurate records in an organized file system and provide help desk reports.

Ability to remain calm and courteous during non-routine situations.

Physical Requirements:

The IT Systems Technician must be diligent in adhering to all work-related safety rules, procedures and regulations and take the precautions necessary to comply with the Airport Authority safety policy.

Physical Demands -Must possess the ability to perform strenuous physical activities such as lifting up to 30 lbs.

Mental Requirements:

Must stay focused, communicate effectively, and support airport staff in a fast-paced environment.