IT Technical Support I

The Tsui Group; Los Angeles (CA); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical, Vision, & Dental coverage

Life and Disability Insurance

401k Employer Contribution

Monthly Stipend for Cell Phone

Laptop for work purposes

Job summary

The Tsui Group in Los Angeles is seeking an experienced IT Technical Support I. The role involves troubleshooting systems and hardware issues while providing essential helpdesk support for the airport development team. Candidates should have experience in Windows operating systems and Microsoft 365 as well as strong communication skills.

This position offers a salary range of $70,000-$75,000 along with excellent benefits, including full medical coverage and paid leave. Ideal candidates will have a background in computer science or equivalent experience.

Qualifications

• Bachelor's degree preferred or 5+ years of equivalent experience.
• Must lift at least 40lbs.
• Effective oral and written communication skills.

Responsibilities

• Troubleshoot hardware and software incidents according to established procedures.
• Provide helpdesk support for IT functions.
• Manage staff onboarding and offboarding.

Skills

Windows Operating Systems

Microsoft Office 365 Suite

PC Hardware Troubleshooting

Network Infrastructure Troubleshooting

Effective communication skills

Education

Bachelor's degree in computer science or related field

Tools

Freshdesk

IT Service-Now

Job description

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 to a 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.
• Might be required to work various shifts 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: $70,000-$75,000
• 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