IT Help Desk Support Technician

Description

Tulsa Airports Improvement Trust (TAIT) proudly operates both Tulsa International Airport (TUL) and Tulsa Riverside Airport (RVS). We enjoy a smooth and collaborative work environment. Minimum starting pay for this non-exempt position is $20.74 and offers comprehensive benefits including employer pension contribution (17%), PTO and holidays, employer-paid health benefits for employee up to family (a benefit from $6000 up to $21,000), great culture, and a healthy work/life balance.

Requirements

The Helpdesk Support Technician plays an important role in IT as the first tier to assist Airport employees with technology needs.

PRIMARY RESPONSIBILITIES

Helpdesk Support:

Promptly address helpdesk telephone calls from internal staff, providing professional assistance.

Log and track support requests in the internal ticketing system.

Monitor the Helpdesk Email creating tickets and supporting our stakeholders.

Troubleshoot and resolve basic IT issues; escalate complex problems as needed.

Provide in person support when time allows and timely assistance is necessary.

Remote Support:

Provide remote support to Airport stakeholders, resolving technical issues through phone or other remote tools.

Assist with software installations, configurations, and troubleshooting.

Ticket Management:

Create and manage tickets in the internal ticketing system for accurate documentation of support requests and resolutions.

Prioritize and categorize tickets based on urgency and impact within the organization.

Assign tickets to the necessary support personnel.

Collaboration:

Collaborate with other IT team members, including desktop support and cable technicians, to assist in on-site support as needed.

Support the Technology team when they require additional help as needed.

Coordinate with internal teams to ensure efficient and effective problem resolution.

Documentation:

Maintain accurate and up-to-date documentation for common IT issues and resolutions within our internal knowledge base.

Help maintain proper inventory of supported computer systems via helpdesk ticketing system.

Administration:

Understand staff schedules to not assign tickets to staff that are out of the office.

Maintain proper communication with internal and external stakeholders.

QUALIFICATIONS

Education & Experience: Graduation from high school or possession of a General Educational Development Certificate (GED); basic understanding of IT concepts and technologies; familiarity with internal ticketing systems and remote support tools is preferred.

Knowledge, Abilities and Skills: Knowledge of how desktop PC's function in a Windows Active Directory environment; demonstrated ability to maintain confidentiality and exercise sound judgment in response to sensitive information; strong interpersonal and customer service skill; ability to communicate with all levels of the organization; to act independently and collaboratively in a team environment; ability to use critical problem solving skills in a fast-paced support role.

Physical Requirements: Physical requirements include arm and hand steadiness and finger dexterity enough to use a keyboard and telephone; frequent lifting, carrying, pushing and pulling up to 20 pounds with occasional carrying ;pushing and pulling up to 50 pounds. May be subject to walking, sitting, or standing for extended periods, reaching, balancing, bending, crawling, handling, feeling, kneeling, climbing, and twisting. Vision, speech, and hearing must be sufficient for public interaction. Some evening and weekend work may be required.

Licenses and Certifications: Must possess a valid Oklahoma Class "D" Operator's License; ability to obtain and maintain eligibility to hold a Security Identification Display Area (SIDA) badge.

Working Environment: Working environment is primarily indoors in an office setting during core business hours; works extended hours, outside of regular shift schedule, as required by operational needs.

Note:

This job description lists only the primary job duties normally assigned to this position but does not restrict the performance of other duties as assigned.

Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential tasks. If accommodations are necessary for application submittal, contact TAIT Human Resources at 918-838-5019 or amandabryson@flytuls.com