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 7AM-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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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
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.