Senior Desktop Support Technician - GRR Airport

• Location:
  
  5500 44th St SE, Grand Rapids, MI 49512, United States
• Base Pay: $25.00 - $27.00 / Hour
• Job Category:
  Desktop Support, Field Services Engineering, Airport & Aviation IT Support
• Employee Type: EOR - PGC
• Required Degree: 3 Year Degree
• Manage Others:
  Yes

As a Desktop Support Team Lead, you will provide leadership and work alongside onsite service desk engineering staff to deliver efficient and effective technical support to airport personnel. This role involves providing high standard IT service to corporate users, especially the VIP user base, managing Major Incidents, driving 3rd Party for technical resolution, and ensuring the delivery of high‑quality service.

• Team Leadership:
  Lead, mentor, and train a team of service desk engineers onsite/offsite to foster a collaborative and high‑performing work environment and develop and maintain a strong service‑oriented culture within the team. Conduct regular performance evaluations, set goals, and provide constructive feedback.
• Incident & Request Management:
  Work alongside service desk agents to provide support to corporate users at the Airport. Log and prioritize incidents reported by users, ensuring accurate documentation of issues and resolutions. Escalate complex technical problems to the appropriate IT support teams and/or 3rd Party follow up on the resolution process.
• Communicate with users to provide updates on incident status and resolution timelines. Manage Major Incident and deliver root cause analysis report. Install, configure, and troubleshoot software applications used by airport personnel. Collaborate with other IT teams to ensure the compatibility and functionality of software across different departments.
• Customer Relationship Management:
  Build and maintain positive relationships with airport stakeholders, departments, and end‑users. Act as a point of contact for escalations and collaborate with other IT teams to ensure the resolution of complex issues. Be the Service Desk face to Airport IT Staff for Weekly/Monthly Service Performance Reviews and Service Enhancement Plans.
• Training & Development:
  Facilitate regular training sessions to keep the team updated on new technologies, procedures, and tools. Foster a culture of knowledge sharing and collaboration.
• Additional Airport Signatory:
  Provide an essential part of the badging process to ensure all engineers are badged and have the correct door access and a point of contact for the airport badging office and CBP officers for custom seals.
• Roster Management:
  Ensure the rosters assigned and sent to operational team monthly and maintained with sickness and PTO leave.
• This role is working rotational schedule: 4 days on & 3 days off or 5 days on & 2 off Tuesday to Saturday between (08:00am to 07:00pm & 08:00am to 05:00pm)
• Other duties assigned

• Technical Support: 2+ years of experience providing comprehensive Helpdesk/Desktop Support and Field Services, adept at troubleshooting a variety of issues related to hardware, software, connectivity, operating systems and airport Kiosk operating systems.
• Leadership: 2 years lead a team or supervisor experience
• IT Infrastructure Support:
  Proven track record in IT infrastructure support, including Desktop Support Services (DSS), multiple workstation operating systems (Windows, Mac), multiple mobile operating systems (Android, iOS), networking, and printing services.
• Onboarding and Offboarding:
  Skilled in managing Starter and Leaver requests, encompassing desktop/laptop/iPad setup, screen installations, patch port cabling, software configuration, and mobile device setup.
• Microsoft and IT Hardware Expertise:
  Extensive experience in IT support and troubleshooting, with in‑depth knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and various operating systems, along with a solid understanding of IT hardware.
• Continuous Learning & Adaptability:
  Self‑motivated and driven to learn, with a keen ability to adapt to new challenges and changes in the work environment.
• Communication
  
  Skills:
  
  Strong verbal and written communication skills, ensuring clear and effective interaction with clients and team…