Description

 
DEPARTMENT: Information Technology

REPORTS TO: James Thomas

GRADE: S4
 
POSITION SUMMARY:
This position will assist all personnel in the use of computing and telecommunication resources through one-on-one local or remote support, development of processes and procedures, written instructions, and training.  This individual will apply their understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution or escalate as appropriate.  The position will require the ability to manage multiple priorities, including help desk tickets, daily tasks and projects, while working closely with other team members. The Computer Technician will provide technical expertise and problem resolution for business-critical issues, system enhancements, application upgrades and workstation maintenance required to facilitate business needs and requirements. This resource will also assist user and workstation moves, migrations and new systems implementations associated with company projects.  This position requires excellent communication skills and the ability to work with diplomacy and a positive attitude.  Responsibilities will also include, but are not limited to, the following:

IMPORTANT:

• Conversant/fluency in both English and Spanish
• U.S. Travel Visa (exception can be made if the qualifications are ideal; training will then be local)

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned from time to time.

• Support a robust Microsoft-based network
• Respond to help desk tickets, telephone calls, email and personnel requests for technical support ensuring timely feedback and closure
• Identify, research, and resolve technical problems for individuals and groups in an efficient manner, recognizing the proper course of action to take, communicating and escalating severe issues as appropriate
• Provide escalated support for Level I and perform Level I work as required
• Communicate highly technical information to both technical and non-technical personnel
• Manage incoming and outgoing asset inventory of hardware, software, and peripherals
• Prepare computer systems for deployment including interviewing clients to identify special considerations and other settings
• Install computer hardware, software, and peripherals as required
• Maintain password security, data integrity, and file system security
• Perform knowledge transfers among team members by preparing and maintaining documentation for processes, procedures, written instructions, and solutions to problems
• Collaborate with team members to identify and recommend process, system, hardware, and software improvements and/or upgrades
• Maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate
• Assist team members as needed
• Position rotates between facilities in South Florida as needed and may be required to travel outside the State of Florida and the USA
• Available to work after hours and weekends as required, including on-call rotation
• Transport equipment using personal vehicle between multiple facilities within assigned service area, as directed by supervisor
• Other duties and projects assigned by supervisor

 
Minimum Qualifications Skills, Education and Experience:

• Professional appearance and behavior required including, but not limited to, punctuality, positive attitude, and reliability
• Excellent communication and written skills are vital, and should be as comfortable with people as with systems and technology
• Must be able to work well with others in a team as well as independently, collaboration skills are vital
• Able to work effectively at all levels of the organization with ability to convey a correct sense of urgency based on customer or business impact
• High level of accountability and can instill a sense of credibility when speaking with customers
• Advanced problem solver with the ability to sort through complex issues and conduct comparative analysis of multiple solutions
• Excellent organizational and multi-tasking skills – prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction
• Ability to follow written and verbal instructions
• Must be detail oriented
• Must be a quick learner and adaptable to change in process or required activities
• Extensive working knowledge of Microsoft operating systems and desktop software such as Microsoft Office suite
• Knowledge of networking standards, protocols, security, troubleshooting, and performance tuning
• Associate degree in computer-related field and/or a minimum of 5 years of experience with PC hardware and software support, including troubleshooting, repair, and deployment
• Minimum 5 years of experience with direct client interaction and customer service

 
Preferred Qualifications and Skills: 

• Training and facilitation experience/skills
• Experience working with little supervision; self-motivated and proactive
• Supervisory skills/experience
• Experience working with new systems and software programs
• Experience installing, configuring, maintaining and resolving application specific issues
• Bachelor’s degree in computer-related field
• MCSE certification or equivalent certifications

 
Supervisory Responsibilities:

• May lead and direct the work of team members (project specific)

 
Language Skills:

• Must be fluent in both English and Spanish

 
Physical Activities and Requirements of the Position:

• Must be able to lift at least 35 lbs.
• Must be able to work in confined spaces

 
Acknowledgment:
The above statements are intended to describe the general nature of work performed in this position. These statements are not to be construed as an exhaustive list of all responsibilities, tasks, and skills required of an employee in this position. Amerijet International Airlines, Inc. reserves the right to request that other tasks be performed when warranted (for example, by emergencies, changes in personnel or workload, corporate reorganization, or technical development). Amerijet International Airlines, Inc. also reserves the right to revise this job description.

AAP/EEO Statement:
Amerijet International Airlines, Inc. is an equal opportunity and affirmative action employer and will consider all qualified applicants without regards to race, color religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law. Any applicant requiring assistance with our online application process or who needs and accommodation for the application process due to a disability should contact (954) 320-5391 or send an e-mail to ADAapps@amerijet.com