Textron Aviation Help Desk Analyst I

Wichita State University; Wichita (KS); On-site; USD 16,531 - 24,796; Part time

Job summary

The Chronicle Of Higher Education, Inc. seeks an IT Support student assistant for part-time work in Wichita, KS. Responsibilities include providing software and hardware support, troubleshooting issues, and documenting incidents. Ideal candidates will have a high school diploma and possess technical knowledge of Windows operating systems.

Excellent communication skills and experience with ticketing systems are preferred. Candidates must be U.S. citizens eligible for export control laws.

Qualifications

• Must have good customer-facing skills and the ability to communicate effectively.
• Experience in troubleshooting software/hardware issues and resolving them efficiently is necessary.
• Knowledge of ticketing systems and ability to manage the ticketing process is preferred.

Responsibilities

• Troubleshoot & support software applications and various hardware/software configurations.
• Identify, research, and resolve technical problems; escalate when necessary.
• Document incidents and clearly articulate the steps taken for resolution.

Skills

Customer facing skills

Good written and communication skills

Intermediate level of IT knowledge

Experience with ticketing systems

Technical knowledge of Windows operating systems

Education

High school diploma or equivalent

Tools

ServiceNow

Windows 7/10

Microsoft 365

Job description

Department

Ennovar Tech Services and Solutions

Campus Location

Wichita, KS - Other Wichita Location

Hire Type

Part Time

Pay

$12 - 18 an hour

Work Schedule

Based on class schedule

Export Compliance Requirement

This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a “U.S. Citizen”.

Job Story

The IT Support will be working in multiple areas of software and hardware. The ideal candidate will be someone who can provide in-person/face-to-face and/or remote end user Windows PC support services at our Enterprise Customers site. Supported services include software break‑fix/remediation, Installation, Move, Add, & Change on end user hardware and software.

Job Summary

A student assistant will carry out administrative and technical tasks requested by a supervisor. Depending on the area the student assistant is employed in, they may assist and mentor other students or provide support throughout the campus in various forms.

Job Duties

• Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics and PC Imaging / End User Data Back-up
• Identify, research, and resolve technical problems and escalates problems to other support teams when necessary.
• Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
• Resolution of issues with client specific applications using provided Knowledge Base articles.
• Follow established guidelines and interprets policies and evaluates unique circumstances and makes recommendations.
• Exercise independent judgment within defined practices and procedures to determine appropriate action.
• Act as an informed team member providing analysis of information and limited project direction input.

Required Education

• High school diploma or equivalent

Preferred Qualifications

• Excellent customer facing skills
• Good written and communication skills
• Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues.
• Ability to work on problems/projects of moderately complex scope
• Experience and understanding of ticketing systems (e.g. ServiceNow, etc.)
• Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pending states), prompt closure.
• Working technical knowledge of standard Windows operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data).
• Software Basics: Windows 7/10, Microsoft 365, Printers
• CompTIA A+ and/or Microsoft certification is desirable, but not required.

Physical Requirements

• Ability to remain in a stationary position.
• Ability to operate a computer and other office equipment including but not limited to phone, printers, copiers, and calculators.
• Ability to communicate with others and accurately exchange information.