Workplace Technology Support Technician

Summary

The Workplace Technology Support Technician provides excellent first-level support for a range of technology used daily, such as Windows, Mac, mobile devices, end-user hardware, including printers and other peripherals, and other tools. This role is responsible for device setup, device triage, and user assistance, ensuring efficient and secure endpoint operations.

Visa Sponsorship Available:

No

Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.

Education:

High School Diploma/GED

Years of

Experience:

• Minimum two (2) years of related work experience supporting users or the general public.
• Minimum two (2) years of experience supporting end-user technology in a collaborative, team-based IT environment.

Valid/Unexpired Passport Book Valid/Unexpired Driver's License No Yes

• Demonstrated experience supporting Windows OS, macOS, iOS, and Android operating systems.
• Basic knowledge of Active Directory, Intune, Jamf, and M365 administration.
• Strong troubleshooting skills for hardware, software, network, and mobile device support.
• Excellent communication skills, both written and verbal.

• Degree in technology or a related field.
• Certifications such as CompTIA A+, Network+, Jamf
  100, or Microsoft 365 Certified, or equivalent hardware/software certification experience.
• Experience with cloud-based SaaS applications (Microsoft 365, Google Workspace).
• Familiarity with ITSM products, including Service Now or Jira.
• Experience using or administering MDM platforms such as Intune, Jamf, or Workspace ONE/Air Watch.
• Experience with enterprise endpoint security tools, including Crowd Strike, Defender for Endpoint, or Tanium.
• Adaptability to changing priorities and a willingness to learn new technologies.
• Strong time management and organizational skills to handle multiple tasks efficiently.

• Provides first-level support for all hardware, including workstations, mobile devices, and conferencing equipment, in person, by phone, and through virtual channels in a fast-paced environment.
• Assists with all stages of new-hire provisioning, including hardware, software, and user access.
• Documents interactions and work using Allegiant's ITSM system of record.
• Diagnoses and resolves hardware and software issues within established SLA guidelines.
• Authors knowledge articles to ensure the Knowledge Base is relevant and current.
• Responds to after-hours, business-critical issues 24/7 when scheduled on-call.
• Continuously improves the end-user experience to exceed customer expectations.
• Adheres to and advances Allegiant's information security, safety, and regulatory compliance standards, maintaining confidentiality and discretion in all interactions.
• Strictly follows established ITIL repeatable processes, including Incident Management, Change Management, Event Management, and Problem Management, including Root Cause Analysis.
• Conducts group and individual technology onboarding sessions for all employees, including Pilots, Flight Attendants, Aircraft Technicians, and other groups within Allegiant.
• Provides on-site support with technology for high-visibility events.
• Leverages Mobile Device Management and imaging platforms - including Intune, Jamf, Air Watch, SCCM, and Tanium - to configure and manage devices.
• Maintains accurate inventory records of all Allegiant IT hardware assets.
• Travels as needed to support the business, including regularly supporting multiple sites within the Las Vegas Valley.
• Demonstrates a self-driven, proactive approach to professional development, seeking opportunities to expand technical knowledge and skills and collaborating with colleagues to continuously…