Desktop Support Analyst

Atlanta Airlines Terminal Company, LLC (AATC); Atlanta (GA); On-site; USD 45,000 - 61,000; Full time

Job summary

Atlanta Airlines Terminal Company provides desktop and network support for its IT environment. The Desktop Support Analyst will resolve PC, email, voice, and data transmission issues while maintaining inventories and assisting end users.

The role requires strong customer service, three years of experience, and familiarity with Microsoft Office, Active Directory, and VPN/DHCP. Collaboration with IT staff and management is essential.

Qualifications

• Three years of desktop and application support experience.
• Experience supporting Windows OS and Office 365.
• Strong customer service and communication skills.
• Familiar with IT infrastructure concepts and security.

Responsibilities

• Provide PC, network, email, voice and data transmission support.
• Update and maintain IT inventories and dispose of equipment as needed.
• Troubleshoot and resolve customer IT issues; escalate when necessary.
• Configure and install computers, printers and devices; load software.
• Provide end-user training and assistance for software and hardware.
• Maintain documentation and IT knowledge base.

Skills

Desktop Support

Customer Service

Networking

PowerShell

Remote Access Tools

Education

Associate degree

Microsoft/ Cisco/ CompTIA certification

Tools

Active Directory

Office 365

VPN troubleshooting

DHCP

Job description

Position Summary

The Desktop Support Analyst's provides quality support for PC's, network systems, e-mail, voice and data transmission services for AATC and its affiliated vendors. As a member of our talented team, the Desktop Support Analyst will serve as a cohesive team member who consistently demonstrates high integrity and reliability within a professional environment; maintain IT inventories by updating as needed and properly disposing of equipment; Identify, troubleshoot, research, support and resolve customer IT issues; elevate issues to appropriate technical personnel when necessary.

Job Title

Desktop Support Analyst

Department

Information Systems

Reports to

Information Systems Manager

Pay Grade

5

Salary

$52,704

FLSA Status

Exempt

Position Summary

The Desktop Support Analyst's provides quality support for PC's, network systems, e-mail, voice and data transmission services for AATC and its affiliated vendors. As a member of our talented team, the Desktop Support Analyst will serve as a cohesive team member who consistently demonstrates high integrity and reliability within a professional environment; maintain IT inventories by updating as needed and properly disposing of equipment; Identify, troubleshoot, research, support and resolve customer IT issues; elevate issues to appropriate technical personnel when necessary.

Work Schedule

The regular work schedule is Monday through Friday, 4:00AM to 12:30PM, including a 30-minute break.

Responsibilities

• Computer Support & Maintenance - Analyze and solve issues utilizing optimal tools
• Solution Research & Design - Find solutions or develop solutions to each issue utilizing a basic understanding of IT systems
• Computer/Printer Setup & Installation - Configure new computers/printers/devices, load software, install and update server-based applications
• End User Interaction - Work with internal users daily for training, support, and assistance related to fixing problems with software, hardware, or AV telecom systems
• Variety of physical requirements - Lifting from/to floor to different locations from waist high to above head, under desks, cable pull through ceilings, etc.
• System support for IT infrastructure along with writing accurate documentation
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Work closely with other IT personnel/management maintaining communication in the performance of duties
• Protects AATC's value by keeping information confidential
• Provide full support for Microsoft products and the network environment
• Provide best effort support for all applications
• Work on problems of diverse scopes where analysis of data requires an evaluation of identifiable factors
• Exercise judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions
• Provide phone and in-person support to customers for IT related issues
• Maintain and monitor ink inventory

Qualifications And Requirements

• Three years or greater Desktop and Application Support Experience
• Three years of experience in support of an operating system, database management system or a related field
• Proficient in use of computers, including but not limited to Microsoft Office programs
• Minimum of three years of technical support experience and superior customer service and communication skills
• Strong knowledge of Microsoft Office products, Windows 7 or higher desktop operating systems, network diagnostic tools, Office 365, Active Directory, DHCP and VPN troubleshooting
• Experience supporting laptops, tablets and wireless devices
• Familiar with remote access tools and call tracking software
• Network Performance Tuning, LAN Knowledge, Problem Solving, Strategic Planning, Multi-tasking, Quality Focus, Coordination, Technical Understanding, Quick Study, Technical Zeal
• Understand IT infrastructure
• Experience with Antivirus products
• Keen interest in Windows PowerShell or knowledge of scripting

Educational Requirements

• Associate degree in computer science, information systems, engineering, industrial technology, telecommunications or related field.
• Equivalent experience may be substituted for education
• Microsoft, Cisco or CompTIA certification is also highly desirable

Success Characteristics

• Must have excellent customer service skills in always putting the customer first.
• Ability to handle emergency situations in a calm and directed fashion, and lead teams in such situations as needed
• Excellent written and verbal communication skills
• Must possess exceptional problem solving, critical thinking and analytical skills to troubleshoot and resolve project issues and challenges. Looks for ways to improve effectiveness by implementing new ideas and more efficient approaches
• Strong attention to detail and deadline orientated
• Strong teamwork and interpersonal skills
• Must be accustomed to working on various issues simultaneously and ensuring the integrity of each project
• Must be willing and able to work long and arduous hours should operational exigencies dictate
• Should be imaginative and creative in order to respond to an innovative and expeditious manner to operational requirements

Preferred Experience And Qualifications

• Certification in a technical or related field is a plus. Microsoft, Cisco or CompTIA certification is also highly desirable
• Candidate having some past working experience in networking related jobs is an asset for the candidate

This position is in Atlanta, GA. Atlanta Airlines Terminal Company is an Equal Opportunity Employer offering competitive compensation and an excellent benefits package.