Aviation Technology Support Associate

charlottenc; Charlotte (NC); On-site; USD 34,000 - 44,000; Full time

Job summary

The City of Charlotte's Aviation Department seeks a Technology Support Associate to serve as a technical resource and liaison between I&T and customers at CLT Airport. You will troubleshoot issues, train staff on software/hardware, and deploy departmental technology as needed.

Responsibilities include supporting on-site end users, reviewing hardware/software specifications, and coordinating with vendors to ensure secure, efficient IT operations.

Qualifications

• Bachelor's degree with 3 years relevant experience.
• Associate's degree with 5 years relevant experience.
• High School diploma or equivalent with 7 years of relevant experience.

Responsibilities

• Provide technical support and troubleshoot via calls, tickets, and in-person visits.
• Support end-user community across Airport campus including CLT Center and Terminal.
• Deploy and configure software and hardware; assist with updates and projects.
• Assist with equipment inventory and asset management.
• Prepare documentation on issue resolutions.

Skills

Troubleshooting

Customer service

Analytical skills

Documentation

Education

Bachelor/Associate/HS with experience

Relevant IT coursework

Information technology support

Tools

Ticketing system

Job description

Department: Aviation Department

Salary: $25.00 - $31.86 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America's Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce
• Valuing teamwork, openness, accountability, productivity, and employee development
• 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

SUMMARY

The Technology Support Associate is responsible for serving as a technical resource and liaison between I&T and customers at The CLT Airport. Troubleshooting technical issues, providing training to staff on software and hardware use, and configuring and deploying small to intermediate departmental technology are key responsibilities in this role. Additional responsibilities may include overseeing the work of vendors and maintaining small to moderately complex tools in support of agency business needs.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Assists in providing technical support, troubleshooting, and responds to support phone calls, ticketing system submissions, end user walk-ins to support area, to supporting area, and emails.
• Directly supports the end user community for the Aviation Department located within the Airport campus. This includes but is not limited to; the CLT Center, Piper Lane Cargo 7, 4900 and the Airport Terminal.
• Provided support may include, but is not limited to, PC and mobile device deployment and recovery, software installation and configuration and project work as assigned, when allocated as a resource.
• Assists in reviewing specifications for new hardware and software.
• Escort vendors and external technical partners to secured areas of the Airport. These areas may require specific access and escorting specifically for support of an in-place technology or application for repair or replacement.
• Collaborate with Airport tenants or Airline personnel.
• Contact vendors for on-call support for a system application.
• Involved in testing of; equipment, software and assists in deployment of updates to enterprise workstations, mobile devices and provide basic user training as appropriate.
• Assists with projects related to technology refresh and operating systems upgrades. Also assists with equipment inventory and asset management.
• Assists in preparation of documentation on resolution of technical issues on various technologies.
• Assist with training ne team members.
• Provides simplified resolution and support to technology users.
• Preforms related tasks as needed.

MINIMUM QUALIFICATIONS

• Bachelor's degree and 3 years relevant experience
• Associate's degree and 5 years relevant experience
• High School diploma or equivalent and 7 years of relevant experience

PREFERRED QUALIFICATIONS

• At least 2 years of relevant college-level course work or an associate's degree.
• At least 1 year of experience in an information technology support role, including hardware and software support.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• The principles of business process management and incident management
• Various software/hardware and operating systems
• Principles and practices of inventory management

Skilled in:

• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
• Performing a variety of duties, often changing from one task to another of a different nature
• Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios
• Analysis and troubleshooting
• Customer service

Ability to:

• Meet schedules and deadlines of the work
• Understand and carry out oral and written directions
• Accurately organize and maintain paper documents and electronic files
• Maintain the confidentiality of information and professional boundaries
• Communicate effectively, both orally and in writing
• Test and evaluate hardware and software to determine efficiency, reliability, and functionality

WORKING CONDITIONS AND PHYSICAL DEMANDS

ADA and Other Requirements:

Positions in this class typically require sitting, standing, and walking.

Physical Requirements:

• 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