Responsibilities:

• Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems.

• Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.
• Performs related duties.

• Responds to IT related service requests (user problems, incidents, issues, requests and queries).

• Creates problem ticket by entering user and problem information into the Division's ticket tracking system (ServiceNow).
• Assesses the problem; works with users to troubleshoot the nature of reported problem.
• Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications and other equipment/items used throughout the Airports Authority.
• May query using the Division's frequently asked questions (FAQs) and other Division tools to assist in identifying user's problem/potential problem and solution.
• May use remote access software to remotely work on the user's equipment. Documents completion or progress in ServiceNow.
• Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident-resolution for hardware and software PC-related incidents.

• Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
• Maintains currency in technical and service skills. Works to increase technical knowledge and proficiency. Pursues additional, work-related certifications.
• Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the Division for ticket tracking.
• Performs other duties as assigned. Nothing in this job description restricts client's right to assign or reassign duties and responsibilities to this job at any time.

Required Qualifications:

• A high school diploma, a certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training.

Preferred Qualifications:

• Associate's Degree in Computer Science, Telecommunications, or Management Information Systems (MIS).