Job Description

Title IT Help Desk Support

About the job:

Enterris Associates is a trusted, full-service consulting firm specializing in program and project management, risk analysis and mitigation, claims support, compliance, and dispute resolution. We partner with the public sector and utility clients to drive the successful delivery of complex infrastructure projects. Our advisory services include testing and inspection, contract administration and oversight, compliance monitoring, and comprehensive construction and project management - all tailored to help our clients navigate challenges and achieve their goals with confidence.

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. Ensures reported production outages/incidents are communicated and resolved in an expeditious manner. Manages staff onboarding and offboarding processes. Provides helpdesk related support in all areas of IT functions for the Airport Development Group.

Essential Job Duties

• 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.

Qualifications

Required Education/Certificates/Training:

Preferred Qualifications:

Hardware and Infrastructure Experience

PC Hardware Troubleshooting

Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices. Proficient in handling upgrades, replacements, and configurations.

Network Infrastructure Troubleshooting

Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution. Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues.

Installation, Configuration, and Maintenance

Windows Operating Systems

Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11). Experienced in applying security patches, system updates, and driver updates.

Microsoft Office 365 Suite

Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions. Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams

Wage Requirement

• Starting Salary range for this job is $75,000.00- $87,600.00. The starting salary will be commensurate with skill, education, experience, and working environment.

Benefits

• Enterris Associates offers an industry leading benefit package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.

Work Environment

• This job operates in a professional environment and uses standard equipment such as computers and phones.

Physical Demands

• Be able to sit and/or stand for up to 8 hours per day.
• Demonstrate the ability to move freely for up to 8 hours per day.

Solicitation

• Please no solicitation of any kind from staffing agencies or recruiting firms.

EEO Statement

• All skilled applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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