Aviation Technology Support Associate

City of Charlotte; United States; On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Benefits package

Job summary

The City of Charlotte seeks a Technology Support Associate to serve as a technical resource and liaison between IT and customers at The CLT Airport. You will troubleshoot issues, provide staff training on software/hardware, and configure and deploy department technology.

Additional duties include overseeing vendor work, maintaining tools, and supporting enterprise workstations and mobile devices. Customer service and collaboration with airport tenants are essential.

Qualifications

• Bachelor's degree with 3+ years IT support experience.
• Associate degree with 5 years IT support experience.
• High school diploma with 7 years IT support experience.

Responsibilities

• Provide technical support via phone, tickets, walk-ins and e-mail.
• Directly support end user community at the Airport campus and CLT Center, Piper Lane Cargo 7, 4900 and terminal.
• Deploy and recover PCs and mobile devices; install and configure software.
• Review specifications for new hardware and software.
• Assist with equipment inventory and asset management and with vendor coordination.
• Assist with training new team members and documenting resolutions.

Skills

Customer service

Troubleshooting

Technical support

Communication skills

End-user training

Vendor coordination

Education

Bachelor's degree 3+ years

Associate's degree 5 years

High School diploma plus 7 years

Job description

Department: Aviation Department

Salary: $25.00 - $31.86

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 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.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. 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. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments. The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, and behavior. Our culture is to serve the community honorably.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees. Click here to learn more about the City of Charlotte’s benefits.

THE CITY OF CHARLOTTE IS A DRUG AND ALCOHOL-FREE WORKPLACE

Our City, Our Mission When you join the City of Charlotte, you become part of Team Charlotte — a dedicated group of professionals working together to make a meaningful impact on our community and its future. The City of Charlotte has more than 8,000 employees working across 19 departments to serve close to 1 million residents. From public safety and clean water to transportation, housing and an international airport, our teams deliver essential services to keep Charlotte connected, safe and empowered with opportunity for all. As public servants, we are guided by a clear mission: to be committed to exceptional service every day. No matter the department or role, every team member plays a part in helping our city grow, thrive and meet the needs of those who rely on us. We are a values-driven organization, working collaboratively, acting with integrity and delivering reliable results. We embrace a forward-thinking mindset, encouraging curiosity, innovation and continuous improvement. The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form

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