IT Technical Support II

The Tsui Group is seeking a qualified and experienced candidate to join our aviation team as a IT Technical Support II in Los Angeles County with the following duties.

Position Description Summary

This position will follow established procedures to troubleshoot, coordinate and resolve systems or hardware related incidents. The position is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages / incidents are communicated and resolved in an expeditious manner. Manage staff onboarding and offboarding processes. Provide helpdesk related support in all areas of IT functions for the Airport Development Group.

Key Responsibilities

• Answer incoming customer emails to the Help Desk.
• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages / incidents.
• Determine severity, impact, and nature of incidents. Escalate as needed.
• Communicate clearly with other team members.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now and other related tracking applications.
• Complete onboarding or offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff at various locations throughout the airport footprint.
• Provide IT support at Division-wide sponsored events.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new staff.
• May assume other duties as required / needed.
• Maybe required to work various shifts as needed.
• Candidate will need the ability to be mobile in order to visit different sites on campus to provide technical support.

Hardware and Infrastructure Experience

PC Hardware Troubleshooting

Installation, Configuration, and Maintenance Experience

Microsoft Office 365 Suite

Education and Professional Experience

Other Requirements

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