IT Technical Support Analyst

Republic Airways Holdings - Indianapolis, IN (30+ days ago)3.5


Job Category: Information Technology

At Republic Airline, our mission is to provide a safe, clean and reliable flying experience. We believe this is best accomplished by focusing on our vision, “With the BEST people, products and performance, we will be America’s Regional Airline of choice.” Republic Airline, based in Indianapolis, operates a fleet of 188 Embraer 170/175 aircraft and offers scheduled passenger service with 900 daily flights to 100 cities in 35 U.S. states, Canada, the Caribbean and Central America. The airline provides fixed-fee flights operated under our major airline partner brands of American Eagle, Delta Connection and United Express. Our 10 domiciles include CMH, DCA, EWR, IND, LGA, MCI, MIA, ORD, PHL and PIT. With more than 5,500 talented aviation professionals, Republic Airline is a great place to get your career off the runway!

POSITION PURPOSE

Provides technical assistance and support to end users for hardware, software, and systems matters. Troubleshoots and analyzes problems to determine whether problem is caused by hardware, software, or systems. Responds to all requests in a prompt and timely manner.

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Serves as point of contact to end users for hardware, software and system assistance, requests, inquiries, and/or problem solving; interfaces with end users via phone, instant messaging, email and/or in person.

Recognizes, researches, isolates, and follows-up on Tier 2 user problems, escalating more complex problems to the Specialist for review and resolution.

Tracks and logs details of work performed including resolution steps in IT Service Desk incident management system.

Configures and deploys desktop hardware including PC, laptop and peripherals (including operating system).

Repairs hardware and software.

Installs software for deployment.

Configures or troubleshoots wireless networking and connectivity.

Configures user accounts, such as Windows and other systems requiring user accounts.

Assist end users with logon and password issues.

Mentors new associates to policies and practices relating to the service desk.

Acts as liaison with software and hardware vendors regarding service needs

Responds to questions, applying knowledge of computer software, hardware, systems, and procedures; assures timely completion of service requests.

Performs other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED).

At least 3 years related experience.

Working knowledge of Windows networking and operating system.

Good oral and written communication skills.

PREFERRED EDUCATION and/or EXPERIENCE

Specialty training beyond high school in Information Technology.

A+ Certificate and certification as a Microsoft Certified Professional preferred.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

REASONING/PROBLEM SOLVING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

DECISION MAKING

Makes limited decisions and determines best methods to solve problems by referring to established precedents and policies. Impact of decisions is moderately low.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Able to move about the work environment.

Frequently required to stand, walk, sit, talk and hear.

Lift up to 25 pounds as often as up to 35% of the time.

Able to focus with clear vision at 20 inches or less (computer screen).

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

Typically not exposed to extreme environmental conditions.

TRAVEL REQUIREMENTS

Travel up to 10% of the time, including overnight stays.

Republic Airline is committed to providing qualified applicants and associates reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. An applicant and/or associate requiring reasonable accommodation to perform any essential job function, should contact Human Resources.

We are an Equal Opportunity Employer.

Please view Equal Employment Opportunity Posters provided by OFCCP here at https://www1.eeoc.gov/employers/upload/eeoc self print_poster.pdf%E2%80%8B .

Selected candidate(s) for hire must complete the following prior to employment: a criminal history report, global screen, drug screen, employment credit report and if applicable, a driving record.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Republic Airline, based in Indianapolis, operates a fleet of approximately 190 Embraer 170/175 aircraft and offers scheduled passenger service with 950 daily flights to 100 cities in 35 U.S. states, Canada, the Caribbean and Central America. The airline provides fixed-fee flights operated under our major airline partner brands of American Eagle, Delta Connection and United Express. The airline employs about 5,500 aviation professionals. Visit www.rjet.com at http://http//www.rjet.com/ for more information, follow the company on Instagram, Twitter and YouTube, and connect on Facebook or LinkedIn.