IT Technical Support I

The TSUI Group; Los Angeles (CA); Sur place; USD 72 000 - 77 000; Plein temps

Avantages offerts par ce poste

Medical, Vision, & Dental – 100% cover

Life and Disability Insurance

Vacation pay

Sick pay

Holiday pay

Employer 401k contribution

Cell phone stipend

Laptop for work

Résumé du poste

The Tsui Group in Los Angeles County is seeking an IT Technical Support I to join our aviation team. The role handles incident analysis, troubleshooting, onboarding/offboarding, and helpdesk support across IT functions for the Airport Development Group.

Responsibilities include handling customer emails, diagnosing issues, documenting outages, escalating incidents when needed, and issuing tickets via Freshdesk and IT Service-Now.

Qualifications

• Experience troubleshooting IT systems and hardware.
• Strong communication and collaboration abilities.
• Ability to handle onboarding/offboarding tasks.
• Familiarity with helpdesk ticketing systems.

Responsabilités

• Answer incoming customer emails to the Help Desk.
• Diagnose and troubleshoot system issues following procedures.
• Analyze, determine, and document reported outages/incidents.
• Determine severity, impact, and nature of incidents; escalate as needed.
• Communicate clearly with team members.
• Submit tickets in Freshdesk and IT Service-Now and related tools.
• Complete onboarding or offboarding for staff.
• Perform hardware and software installations.
• Oversee deployments and relocations across locations.
• Provide IT support at division-wide events.
• Provide on-the-job training to new staff.
• Provide computer orientation to new staff.

Connaissances

Communication skills

Self-starter

Teamwork

Organizational skills

Formation

Bachelor's degree in computer science or related field

5+ years of equivalent job experience

Certifications preferred

Outils

Freshdesk

IT Service-Now

Office 365

Windows OS

Description du poste

The Tsui Group is seeking a qualified and experienced candidate to join our aviation team as an IT Technical Support I in Los Angeles County.

Position Description Summary

This position will follow established procedures to troubleshoot, coordinate and resolve systems or hardware related incidents. The position is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages/incidents are communicated and resolved in an expeditious manner. Manage staff onboarding and off boarding processes. Provide helpdesk related support in all areas of IT functions for the Airport Development Group.

Essential Job Duties (include the following but not limited to)

• Answer incoming customer emails to the Help Desk.
• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages/incidents.
• Determine severity, impact, and nature of incidents. Escalate as needed.
• Communicate clearly with other team members.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now and other related tracking applications.
• Complete onboarding or offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff at various locations throughout the airport footprint.
• Provide IT support at Division-wide sponsored events.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new staff.

Hardware and Infrastructure Experience

• PC Hardware Troubleshooting
• Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices. Proficient in handling upgrades, replacements, and configurations.
• Network Infrastructure Troubleshooting:
• Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution. Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues.

Installation, Configuration, and Maintenance:

• Windows Operating Systems
• Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11). Experienced in applying security patches, system updates, and driver updates.
• Microsoft Office 365 Suite:
• Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions. Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams

Professional Experience Level/Other Qualifications

• Must be able to lift at least 40lbs.
• Ability to organize short and long-term tasks and communicate status of tasks with clients and management.
• Effective oral and written communication skill, with an ability to communicate complex issues toa non-technical audience.
• Ability to work with others.
• Self-starter with results driven focus.
• Capability to assume additional responsibilities.
• Demonstrated experience managing data coordination and conversion projects.

Education/Training

• Bachelor's degree in computer science or related field preferred.
• Education may be substituted with 5 years or more of equivalent job experience.
• Relevant Professional Licensure & Certifications preferred.

Element-Specific Requirements/Notes

• May assume other duties as required/needed.
• Maybe required to work various shift s as needed.
• Candidate will need the ability to be mobile in order to visit different sites on campus to provide technical support.

Benefits

• Salary Range: $72,000-$77,000
• Medical, Vision, & Dental – 100% covered for the employee*
• Life and Disability Insurance
• 10.5 days of Vacation pay (Accrued)
• 6 days of Sick pay (Available Immediately)
• 10 days of Holiday pay (9 Holidays, 1 Personal Day)
• 3% Employer Contribution 401k (After 1 year of service)
• Monthly Stipend for Cell Phone
• Laptop for work purposes