Job description
Summary
- Build, set up, and install computer hardware according to Mesa Air policies, procedures, and standards
- Answer requests from system users; provide information and 1st level troubleshooting; escalate problems as appropriate, and maintain accurate help desk records
- Train personnel in the proper and secure use of Mesa Air information systems
- Create accounts for users in applications, directories, networks, etc. as necessary to enable them to perform their job function
- Create and maintain listings of all computer assets, as required by Mesa Air policy.
- Create and manage telephone user accounts
- Execute system maintenance programs, scripts, and reports according to the operations schedule
Responsibilities
- Assist in building, installing, and repairing desktop workstations according to company policies, standards, and specifications
- Install, modify, and repair computer software
- Maintain accurate inventory records in asset tracking system
- Observe operation of computer hardware to identify malfunction(s)
- Perform tests to identify root cause of malfunction(s)
- Maintain accurate documentation through help desk software
- Communicate with users about work completion and results
- Act as a front-line interface to users
- Provide information, materials, and/or live training to end users of Mesa Air core applications and technologies
- Create/Maintain/Delete User identifications and profiles for Company used systems as directed by the owner of the information
- Keep record of all hardware, software
- Add or change telephone user accounts
- Evaluate and/or recommend purchases, requesting and submitting quotes and requisitioning computer hardware and software
- As instructed by the Network Administrator, execute application and system maintenance routines according to the defined schedules
Reporting
- This position reports to the Director of IT
Qualifications
Skills
- Ability to follow company procedure accurately and completely
- Ability to accurately complete purchasing paperwork and keep good records
- Ability to perform basic computer hardware installations, per the standards set for hardware configuration
- Ability to follow vendor issued instructions for set up of additional software needs
- Ability to observe computer hardware in action and/or perform tests to determine problems
- Ability to correctly separate symptoms from root cause and design effective repair
- Good inter-personal communication skills, both written and oral
- Ability to produce training materials complete with detailed explanations, tips and techniques, screen shots, etc.
- Ability to manage a regular flow of small tasks quickly and efficiently
- Ability to keep accurate records of transactions
- Ability to examine events and determine the necessary remediation to get/keep systems online and secure
- Ability to work in a team environment with minimal supervision
- Detail oriented and able to keep accurate records of company computer assets
Knowledge
- Knowledge of the architecture of Windows desktop computers
- Knowledge of Windows Active Directory and other Windows security solutions
- Knowledge of the printers, desktops, laptops, mobile devices, and other common hardware
- Knowledge of standard hardware configurations
- Knowledge of Microsoft Office Suite
- Understanding of standard security policies and procedures
- Knowledge of standard corporate purchasing policies and procedures
Experiences
- Two-year degree in a computer-related field
- Experience dealing with hardware equipment and service vendors.
- Experience troubleshooting the operation of desktop computers and peripherals and documenting the problems.
- Previous experience in customer support
- Experience with the Help Desk Software and Support in a 24/7 computing environment requiring 100% uptime
- Experience in a purchasing, receiving, or inventory position related to IT
- Experience in a computer operations department
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