IT Support Technician

Job Description

A client is looking for an IT Support Technician to sit fully remote for a global cargo airline company. This person will be responsible for first level support for all incoming technical incidents and managing and documenting resolutions in the ticketing system. They will be troubleshooting primarily software incidents, working closely with Active Directory, O365, and Citrix, while also maintaining and resolving incidents with internal airline-specific applications that will be part of the training process. They will also manage hardware repairs, as well as occasional network or connectivity support. The end-users may consist of corporate employees, as well as pilots and airline staff. Most of their shift will consist of helping end users via phone support, along with prioritizing tasks, communicating with the other technician on shift, and tracking status of repairs, replacements, and hardware delivery schedules. This person will need to have the ability to develop and maintain positive customer relations as well as having the technical skills to diagnose and resolve issues. This person needs to be comfortable working a shift of Thursday and Friday 8AM-4PM and Saturday and Sunday 7AM-7PM. They need to be comfortable with a pay rate between $21-24/hr based on experience level.

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Skills and Requirements

2-3+ years of experience in an IT support role in a Windows environment

Strong recent experience using Active Directory to reset password and create accounts

Strong experience troubleshooting O365

Understanding of troubleshooting mobile devices and/or tablets, along with desktops and laptops

Strong recent experience using a ticketing system

Understanding network fundamentals and how to troubleshoot connectivity issues

Strong communication and customer service skills Experience troubleshooting Exchange

Understanding of, if not experience with, what Citrix is

Experience working with Cherwell ticketing system

Experience using Bomgar

Experience using Cisco agent

Experience troubleshooting MS Teams

Experience working for an airline