Aviation Technology Support Associate

Technology Support Associate

The Technology Support Associate is responsible for serving as a technical resource and liaison between I&T and customers at The CLT Airport. Troubleshooting technical issues, providing training to staff on software and hardware use, and configuring and deploying small to intermediate departmental technology are key responsibilities in this role. Additional responsibilities may include overseeing the work of vendors and maintaining small to moderately complex tools in support of agency business needs.

Essential Duties & Responsibilities:

• Assists in providing technical support, troubleshooting, and responds to support phone calls, ticketing system submissions, end user walk-ins to support area, to supporting area, and emails.
• Directly supports the end user community for the Aviation Department located within the Airport campus. This includes but is not limited to; the CLT Center, Piper Lane Cargo 7, 4900 and the Airport Terminal.
• Provided support may include, but is not limited to, PC and mobile device deployment and recovery, software installation and configuration and project work as assigned, when allocated as a resource.
• Assists in reviewing specifications for new hardware and software.
• Escort vendors and external technical partners to secured areas of the Airport. These areas may require specific access and escorting specifically for support of an in-place technology or application for repair or replacement.
• Collaborate with Airport tenants or Airline personnel.
• Contact vendors for on-call support for a system application.
• Involved in testing of; equipment, software and assists in deployment of updates to enterprise workstations, mobile devices and provide basic user training as appropriate.
• Assists with projects related to technology refresh and operating systems upgrades. Also assists with equipment inventory and asset management.
• Assists in preparation of documentation on resolution of technical issues on various technologies.
• Assist with training new team members.
• Provides simplified resolution and support to technology users.
• Performs related tasks as needed.

Minimum Qualifications:

• Bachelor's degree and 3 years relevant experience
• Associate's degree and 5 years relevant experience
• High School diploma or equivalent and 7 years of relevant experience

Preferred Qualifications:

• At least 2 years of relevant college-level course work or an associate's degree.
• At least 1 year of experience in an information technology support role, including hardware and software support.

Competencies for Successful Performance of

Job Duties:

Knowledge of:
The principles of business process management and incident management, various software/hardware and operating systems, principles and practices of inventory management.

Skilled in:
Interpersonal skills necessary to develop and maintain effective and appropriate working relationships, performing a variety of duties, often changing from one task to another of a different nature, performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios, analysis and troubleshooting, customer service.

Ability to:
Meet schedules and deadlines of the work, understand and carry out oral and written directions, accurately organize and maintain paper documents and electronic files, maintain the confidentiality of information and professional boundaries, communicate effectively, both orally and in writing, test and evaluate hardware and software to determine efficiency, reliability, and functionality.

Working Conditions and Physical Demands:

ADA and Other Requirements:
Positions in this class typically require sitting, standing, and walking.

Physical Requirements:

Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, climbing, or walking extended periods of time. Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks Adequate vision, hearing, and speech required Some use of power tools for mounting, installing, or removing equipment and/or related peripherals relating to…