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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Aviation Technology Support Specialist-Lead - **Company:** The City Of Charlotte - **Location:** Charlotte, NC, United States - **Experience:** Expert - **Salary:** $58,864.0 - $84,656.0 - **Contract:** Permanent contract - **Skills:** Spreadsheets, Issue Tracking Systems, Microsoft Office, Computerised Systems - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c27e497e67605119 ## About the Role * Excellent interpersonal skills and a demonstrated ability to interact effectively with all levels of staff at The CLT Airport. * Ability to communicate directives to the support team. * Competence managing the team's workload through utilization of the work order system. * Excellent organizational skills, with the ability to prioritize multiple tasks. * Develop, analyze, and revise procedures. * Ability to meet deadlines and work in an environment of heavy pressures and changing priorities. * Demonstrated oral and written communication skills with ability to compose written correspondence and reports. * Demonstrated experience with computerized systems, database management MS Office Suite, or other application to analyze and manipulate data. * Ability to use independent judgment to take immediate action. * Ability to troubleshoot problems and develop creative solutions. * Resourceful, self-directed, with the ability to flourish in a fast-paced and demanding work environment. * Be a self-starter with a strong technical background and high customer service standards. * Problem-solving with ability to motivate the team to achieve stated goals. * Ensure high-quality technical support and increase client satisfaction of internal/external customers., * High School Diploma or GED plus 5 years of relevant experience OR * Associate degree plus 3 years of relevant experience OR * Bachelor's Degree plus 1- year of relevant experience, * Lead or supervisory experience. * Technical background with a focus on hardware experience. * Ability to communicate technological language and information to non-tech. partners. * Experience working in a fast-paced, dynamic environment. * Strong ability to collaborate with business partners., * Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, climbing, or walking extended periods of time. * Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks * Adequate vision, hearing, and speech required * Some use of power tools for mounting, installing, or removing equipment and/or related peripherals relating to technology. Personal Protective Equipment (PPE) is provided. Sensory Requirements: * Concentrated and attentive use of one or more senses (visual, audio, and other sensory modalities) for proof reading, data entry, tabulating data * Ability to operate in an environment with frequent interruptions * Comprehend written information in work related documents * Ability to hear, understand and distinguish speech ## Description * Providing all customers with courteous, responsive, accessible, and seamless quality services * Taking initiative to identify, analyze, and solve problems * Collaborating with stakeholders to make informed decisions, The Technology Support Specialist-Lead will assist in leading the Airport technology, technical support team to provide excellent customer service and resolve technical issues for customers and tenants at The CLT Airport. This position also provides administrative and technical support to the Technology Support Supervisor and serves as the shift lead for contracted technical support personnel. on any given shift. This individual will work assigned shifts in a 24/7/365 operation. The schedule is subject to irregular hours, overtime and emergency call backs to address immediate operational needs. The position may cover the following hours as posted within a vacancy: * Sunday - Wednesday 4am - 3pm or 1pm - 12am * Wednesday - Saturday 4am - 3pm or 1pm - 12am The salary range for this position is $31.83 - $37.14/hr. A 2.5% shift differential may apply to the base salary if assigned a 2nd or 3rd shift. ESSENTIAL DUTIES and RESPONSIBILITIES: * Ensure customer needs are serviced in a timely, competent and customer service focused manner. * Assist with training of Technology Support technicians. * Respond to support phone calls while on shift, with a rotating schedule. * Contribute to improving customer support by actively responding to queries and addressing concerns through an efficient ticketing system. * Work as a unit to establish best practices for the technical support process and help build documentation libraries. * Follow up with customers to identify service delivery standards and potential improvement opportunities. * Assist in maintaining daily/weekly/monthly reports on the help desk team's productivity. * Escort vendors or external technical partners to areas of the airport that require designated access. Personnel may need to be escorted to support current technology or repair/replacement as needed. * Potentially become involved in projects supporting overall technology initiatives that require after hours support and collaboration. * May require some driving in a City vehicle., * Provide oversight of Airport help desk employees and contracted technical support counterparts. Oversee staff performance. * Collaborate with internal stakeholders and peers to address issues affecting tenants and airlines operational issues., This job description is not intended to be and should not be construed as an inclusive list of all the responsibilities, skills, or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties at any time. This job description does not constitute a written or implied contract of employment., Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. 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