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Technical Support Specialist

2 months ago

Arlington, Virginia, United States Airlines Reporting Corporation Full time

Desktop Support Engineer

Job ID:
Type: Regular Full-Time
# of Openings: 1
Category: Technology

Overview

At Airlines Reporting Corporation (ARC), we are at the forefront of enhancing global air travel through innovative data solutions and distribution services. As a prominent travel intelligence organization, we possess the largest and most comprehensive dataset of airline tickets worldwide, encompassing over 15 billion passenger flights. By being part of our team, you will contribute to initiatives that bolster economies and improve lives, embracing challenges and exploring innovative ideas to shape the future of the travel sector.

We are currently seeking a Desktop Support Engineer. In this role, you will engage in the development, deployment, configuration, troubleshooting, and support of internal employee workstations, laptops, mobile devices, printers, and deployment technologies. You will be responsible for managing escalated support requests to ensure timely resolutions. Furthermore, you will provide professional technical assistance through various communication channels, including face-to-face interactions, chat, email, and telephone. Your responsibilities will also include identifying, researching, deploying, and resolving issues related to our end-user desktop and audio-visual environments. Additionally, you will mentor fellow technicians and aid in enhancing their skill sets.



Responsibilities

  1. Act as an escalation point for technicians requiring technical support. Configure, install, and maintain computing devices such as laptops, desktops, tablets, mobile devices, printers, scanners, and copiers. Troubleshoot and resolve level 2 and 3 support issues, including desktop, laptop, mobile devices, and audio-visual equipment.
  2. Ensure all computing devices adhere to the organization's security standards. Collaborate with networking and security teams to review audit reports regarding security software and address any deficiencies.
  3. Utilize ServiceNow, our help desk ticketing system, to monitor, generate, and manage reports, responding promptly to customer issues.
  4. Define requirements, create installation packages, configure, and support Microsoft Windows and Mac operating systems, along with applications such as Microsoft Office. Conduct regular audits of inventory management and documentation. Implement best practices to maintain our technical facilities at the highest standards. Assist in the planning, deployment, maintenance, upgrade, and support of infrastructure and business systems, including associated hardware and software.
  5. Collaborate with other teams to resolve complex issues, address security vulnerabilities, and complete projects. Document events and resolutions in logs and mentor fellow technicians.
  6. Deliver exceptional customer service by responding to requests promptly, communicating effectively, and managing expectations with end users regarding service delivery timelines.


Qualifications
  • Bachelor's Degree in Information Technology or a related field preferred; equivalent experience accepted.
  • Expertise in supporting Windows and Mac Operating Systems and troubleshooting best practices.
  • Proficient knowledge of laptops and mobile devices.
  • Technical understanding of phone systems and audio-visual equipment.
  • Hands-on experience in end-user hardware and software troubleshooting.
  • Familiarity with Active Directory, Azure, DHCP, and Group Policy.
  • Technical knowledge of printers and print servers.
  • Experience with ServiceNow, Intune, SCCM, or similar tools, along with remote support tools like Bomgar and TeamViewer.
  • Ability to operate tools, components, and peripheral accessories for troubleshooting.
  • Capable of creating technical manuals and procedural documentation, including knowledge base articles.
  • Adept at conducting research into PC issues and products as required.
  • MCSA/E, CCENT, or other Cisco certifications are desirable.

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Compensation details: 0 Yearly Salary

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