Textron Aviation Help Desk Analyst I

A student assistant will carry out administrative and technical tasks requested by a supervisor. Depending on the area the student assistant is employed in, they may assist and mentor other students or provide support throughout the campus in various forms., * Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics and PC Imaging / End User Data Back-up

• Identify, research, and resolve technical problems and escalate problems to other support teams when necessary.
• Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
• Resolution of issues with client specific applications using provided Knowledge Base articles.
• Follow established guidelines and interprets policies and evaluates unique circumstances and makes recommendations.
• Exercise independent judgment within defined practices and procedures to determine appropriate action.
• Act as an informed team member providing analysis of information and limited project direction input.

This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a "U.S. Citizen"., High school diploma or equivalent, * Excellent customer facing skills

• Good written and communication skills
• Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues.
• Ability to work on problems/projects of moderately complex scope
• Experience and understanding of ticketing systems (e.g. Service Now, etc.)
• Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pend states), prompt closure.
• Working technical knowledge of standard Windows operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data)
• Software Basics: Windows 7/10, Microsoft 365, Printers
• CompTIA A+ and/or Microsoft certification is desirable, but not required.

Physical Requirements Ability to remain in a stationary position. Ability to operate a computer and other office equipment including but not limited to phone, printers, copiers, and calculators. Ability to communicate with others and accurately exchange information.