IT Support Associate- Level 2

Menzies Aviation; Grapevine (TX); On-site; USD 25,000 - 39,000; Full time

Job summary

Menzies Aviation in Grapevine, TX is seeking an IT Support Associate to design, implement, maintain and support user technology, including desktops, printers, phones, and copiers. You will serve as the first point of contact for staff needing technical help and coordinate with Level 1 and Level 2 support to resolve incidents.

You will provide on-site and phone support per SLAs, manage the support queue, oversee hardware and software assets, and communicate outstanding issues to the IT manager.

Qualifications

• High technology aptitude and a customer-service mindset.
• Excellent communication skills and fluent English.
• Experience with desktop support, printers and device management.
• Ability to read and follow ITIL-like processes and SLAs.
• Willingness to travel on operational requirements.
• Must pass pre-employment medical and drug test.

Responsibilities

• Design, Documentation, Research and development, testing, implementation, or modification of user technology based on user and system specification.
• Provide telephone and on-site user support in accordance with IT service level agreements.
• Manage Support queue for proper deployment of resources.
• Manage and maintain operational support activities, such as escalation procedures and service levels.
• IT hardware and software assets management.
• Communicates all IT Outstanding issues to the IT manager on daily basis.
• Perform other duties as assigned.

Skills

Tech aptitude

Customer service

English fluency

Communication

Teamwork

Education

High School or higher

Tools

OS administration

Applications administration

Backup technology

Networking

Job description

Grapevine CORP
3500 William D Tate Ave
Suite 200
Grapevine, TX 76051, USA

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The IT Support Associate will be responsible for the design, implementation, maintenance, and support of user technology to include but not limited to desktops, printers, phones, cellular phones, and copiers. The IT Support Associate is also responsible for the maintenance and support of user-based applications. The IT Support Associate coordinates call canter activity and assigns tasks to the proper Level 1 or Level 2 support personnel depending on the skills needed to solve the incident. The IT Support Will be point of contact to all employees in need of technical support so strong communication skills and a high-level of professionalism is required.

What you will be doing

• Design, Documentation, Research and development, testing, implementation, or modification of user technology based on user and system specification.
• Provide telephone and on-site user support in accordance with IT service level agreements.
• Manage Support queue for proper deployment of resources.
• Manage and maintain operational support activities, such as escalation procedures and service levels.
• IT hardware and software assets management.
• Communicates all IT Outstanding issues to the IT manager on daily basis.
• Perform other duties as assigned.

Safety, Security, Wellbeing and Compliance

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for

• High technology aptitude, a consistently constructive attitude, and strong customer service mentality.
• Excellent communication skills and client-service orientation.
• Operating Systems Administration, Applications Administration, Backup technology and network experience.
• Familiarity with escalation procedures and service level agreements. Ability to work well with all levels of management, staff, and clients.
• Ability to travel on operational requirements
• Dependable, reliable, and responsible in fulfilling obligations
• Ability to read, write and speak fluent English
• Must pass pre-employment medical and drug test, ability to lift up to 35 lbs Must become familiar with company policies and procedures.

Professional Standards

• Respectful, supportive, and friendly approach
• Clear and honest communication
• Passionate and driven
• Flexible and understanding of changing priorities and situations
• Punctual and reliable
• Confident and focused

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact the recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Required

High School or better.

Preferred

DRIVERS LICENSE

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.