Technology Specialist

ABOUT US: The Metropolitan Knoxville Airport Authority

Established in 1978, the Metropolitan Knoxville Airport Authority (MKAA) is a nonprofit corporation responsible for operating McGhee Tyson Airport (TYS) and Downtown Island Airport (DKX). With 88-years of service to the East Tennessee region, McGhee Tyson Airport plays a vital role in the national air transportation network. Centrally located within a day's drive or a short flight from major cities, our airports are key gateways for travelers and businesses alike. If you're passionate about contributing to the continued success and growth of McGhee Tyson and Downtown Island Airports, we invite you to explore this opportunity further.

The Position:

The Technology Specialist - Desktop Administrator is responsible for the day-to-day operational maintenance, support, and installation of our employee devices, including workstations, laptops, mobile devices, tablets, and phones. This role involves upgrading operating systems & software and is critical in maintaining business continuity and productivity across the organization.

The ideal candidate will have a strong foundation in IT support, excellent problem-solving abilities, and a commitment to providing outstanding customer service to our employees. The candidate will be responsible for conducting hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.

Responsibilities:

Technical Support & Troubleshooting:

• Serve as the primary point of contact for all IT-related issues via phone, email, in-person, and ticketing system.
• Diagnose, troubleshoot, and resolve hardware (desktops, laptops, mobile devices, printers) and software applications.
• Provide support for network connectivity, including Wi-Fi, remote access, and basic network troubleshooting.
• Manage user accounts, permissions, and access rights across various systems.
• Special Event and Executive Support: Primary technician for company events, responsible for all A/V and presentation requirements. This involves pre-event testing, on-site setup, and actively operating audio, video, and presentation equipment during the event to ensure professional delivery.

System Maintenance & Operations:

• Set up, configure, and deploy new computers, peripherals, and mobile devices for employees (onboarding/offboarding), including reinstalling/reimaging OS.
• Maintain an accurate inventory of IT assets and manage equipment lifecycle.
• Apply software patches and security updates following IT protocols.
• Assist in maintaining and supporting core infrastructure services such as VOIP systems and collaboration tools.
• Creates installation and setup documentation for supported systems.
• Identifies ways to improve current services and engages with team on issues and problems.
• Responsible for and takes initiative to continuously improve the integrity, stability, and user experience of all systems.
• Identifies trends in recurring problems and makes proactive changes.
• Researches and stays current with hardware, software, and computer-related procedures and methods.
• Performs hardware migrations, and upgrades to OS, software, and firmware.
• Identifies areas where technology can improve efficiency.

Documentation & Training:

• Document all support interactions, technical solutions, and maintenance procedures thoroughly within the ticketing system and knowledge base.
• Develop and update technical documentation and FAQs for users.
• Conduct basic training and instruction for employees on new software.
• Tracks and documents end-user requests received via work order system.

Customer Service & Professionalism:

• Stays calm and maintains professional composure during stressful situations.
• Instill a high degree of confidence in users through training and building dependable systems.
• Provides prompt, courteous, professional, high-quality, and consistent support to MKAA team members.
• Maintain a high level of professionalism, empathy, and service orientation.
• Good steward of MKAA technical assets.
• Adhere to IT policies, procedures, and security standards.
• Performs other duties as assigned.

The Ideal Candidate:

The ideal candidate will demonstrate expertise in software patching, deployment systems, and mobile device management (MDM).  They should be proficient in Microsoft365 tools, including OneDrive, SharePoint, Entra, and the Office Suite.  A solid understanding of networking and computer infrastructure is essential, along with experience using both Microsoft Windows, and macOS operating systems.  Familiarity with identity management systems such as Active Directory and a working knowledge of networking protocols like TCP/IP, DNS, DHCP, and VPN are preferred.  Strong troubleshooting skills for desktop and laptop hardware issues are also critical.  Additionally, the candidate should posses excellent organization and time management abilities, strong verbal and written communication skills, and a commitment to customer service.  The role requires someone who is a continuous learner, capable of resolving work orders efficiently and maintaining effective working relationships.

MINIMUM QUALIFICATIONS 

Education and Experience:

• Bachelor's degree or equivalent
• 3+ years of relevant experience
• An equivalent amount of education and work experience may be considered with accompanying technical certifications or demonstrated proficiency in this discipline

Required Licenses or Certifications:

• Driver's License
• Preferred Certifications: Microsoft, Cisco, CompTIA
  

Salary and Compensation:

The hiring range for this position is $58,573.50 to $76, final salary depends on experience).  MKAA offers a competitive benefits package for this position, including medical/dental/vision benefits, disability/life insurance, vacation leave, sick leave, 401(a) retirement program.  

Deadline to Apply:  

For best consideration, apply by Sunday, November 23.  ***Position open until filled.

Please apply through this website (preferred), or mail resume to P.O. Box 15600 | Knoxville, TN 37901 | Attention: HR. Resumes/Applications must be received by the stated deadline, or postmarked by the deadline date, to be considered. No phone calls or emails please.

Selection Process: 

Applications (and additional documents, if applicable) will be reviewed to identify applicants whose qualifications most closely meet the needs of the Metropolitan Knoxville Airport Authority.  The employment process includes a security background check and physical (if applicable), which includes drug testing.

Applicants must be currently authorized to work in the United States on a long-term basis.

The Metropolitan Knoxville Airport Authority conducts random employee drug screening.

The Metropolitan Knoxville Airport Authority is an Equal Employment Opportunity Employer.