IT Technical Support Lead

Aerostar Airport Holdings, LLC; Carolina (PR); On-site; USD 70,000 - 95,000; Full time

Job summary

Aerostar Airport Holdings, LLC is seeking an IT Technical Support Lead to provide hardware and software support for users across the company and airlines. You will install and configure software, administer systems, and guide a team in mission-critical IT infrastructure projects.

The ideal candidate has strong Windows administration, AD/DNS/DHCP experience, VMware familiarity preferred, and fluency in English and Spanish to support diverse users and airport operations.

Qualifications

• Bachelor’s degree in Computer Science, MIS, IT or related field.
• Three years of related IT support experience.
• Strong English and Spanish language skills for user support.

Responsibilities

• Lead desktop and helpdesk support efforts to resolve problems promptly.
• Install and configure software applications for users.
• Perform system upgrades and repairs to keep environments efficient.
• Train users on correct use of software and hardware across systems.
• Install computer systems at airline gates and ticket counters.
• Create and manage user accounts, access and roles; monitor performance.
• Oversee daily technical support staff operations and report on progress.
• Coordinate resources for project tasks and timely delivery.
• Support enhancements and ongoing maintenance of technologies.

Skills

Desktop support

Helpdesk leadership

Windows administration

Bilingual English/Spanish

Customer service

Interpersonal skills

Problem solving

Project management

Team leadership

Education

Bachelor’s Degree in Computer Science, MIS, or IT

Equivalent industry certifications (MCP, A+, Network+, CCNA, VMware)

Tools

Active Directory

DNS

DHCP

VPN

Exchange

SharePoint

Windows Server

Job description

This position is responsible for providing technical assistance to hardware and software users within the company and airlines. Handles the installation and configuration of the software and hardware, operating systems, and applications for users within the company. Administers all the equipment repairs and technical support. The Information Technology Technical Support Lead will apply proven communications skills, problem-solving skills, project and personnel management skills, and knowledge of best practices to guide his/her team on the issues related to company mission-critical information system infrastructure and software systems technical support.

• Leads desktop and helpdesk support efforts in the company, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner.
• Installs and configures software applications.
• Keeps systems operating efficiently by performing any necessary upgrades and repairs.
• Trains or directs users on the correct use of software and hardware within each system.
• Provides technical assistance to computer users with inquiries regarding software and hardware, new user profiles, and password issues.
• Responsible for the installation of the computer system in the airline’s gates and ticket counters.
• Creates and manages application accounts, access and roles. Monitors end users’ system performance and troubleshoot issues to ensure a trouble-free environment.
• Supervises and engages in the day-to-day operations of the technical support staff. Prepares periodic status reports, personnel reviews, and other management reports as requested.
• Identifies needs and allocates the appropriate resources to complete specific project tasks promptly.
• Supports all enhancements and ongoing maintenance of existing technologies.
• Keeps abreast of new technological and/or procedural developments and present options for improvement to management in a logical format.
• Ensures proper function and or maintenance of IT Systems (including but not limited to desktops, laptops, cameras, building access control, productivity such as conferencing, VOIP phones, mobile devices, printers, etc.) along with developing and researching/implementing new technology.
• Analyzes computer schemas and configurations to make recommendations for operational and security improvements.
• Executes any other duties assigned by the Supervisor.

Minimum Qualifications:The ideal candidate will have:

• Bachelor’s Degree in Computer Science, Management of Information Systems, or Information Technology from an accredited university or related experience in supporting regulated systems.
• Equivalent industry certification and experience required with MCP, A+, Network +, CCNA, VMWare or other professional certifications preferred.
• The position requires three (3) years of related experience.
• Possess strong interpersonal skills and the ability to meet the specific needs of the end-user.
• Windows 10/11, Windows system administration (Windows server family 2016-2022), VMWare (vSphere, operations manager), VMWare ESXi, Microsoft SharePoint, DNS, and Domain Controllers, Active Directory, DHCP, SMTP, SNMP, and VPN, OSI Model and TCP/IP stack, 802.11b/g/n.
• Intermediate knowledge working with TCP/IPv4 & v6, DHCP, and DNS.
• Knowledge and experience working with Windows 10, 11, and Windows Server operating systems.
• Knowledge and experience of Active Directory, and MS Exchange.
• Language skills in Spanish and English. Ability to read and understand instructions, correspondence, and memos. Ability to write simple correspondence and make simple presentations of information, effectively, an individual or small group of customers and other employees of the organization.
• Customer Service Oriented.
• Ability to deal with problems involving some variable in common situations.

Aerostar Airport Holdings, LLC is an equal opportunity employer.