The primary role of a Technical Support Technician is to answer user calls, perform user account support and provide basic problem resolution. The technician, based on knowledge and skills, will be assigned to work on service requests that include computer and operating system problems, installation of PC software, installation of desktop hardware and assist with any general operator problems. The Technical Support Technician is expected to support a Windows workstation environment, follow service desk processes, manage unassigned tickets, perform tier 1 troubleshooting of system and/or network issues or with any other end user technology being used at the company.
The Technical Support Technician provides limited incident investigation and triage with the goal of either resolving the issue or providing a workaround with escalation to tier 2 resources as necessary to maintain SLAs.
· Perform basic user level trouble isolation for desktops, application, LAN, WAN and VPN problems
· Work with computers, thin clients, message printers, ticketing printers, point of sale kiosks, and other peripheral devices.
· Perform troubleshooting, software installation, and phone support for Windows based desktop computers and thin clients.
· Perform remote technical support for end users.
· Use a ticketing system to manage work effort.
· Participate in technical projects as a task owner
· Perform basic tasks related to the management of user accounts in Active Directory
· Assess, prioritize and escalate reported issues with systems and servers
· Manage small projects requiring a single resource
· Track IT equipment for installation and repair.
· Work with external vendors and partner support as necessary to resolve incidents
· Microsoft Certified Professional or equivalent experience.
· Working knowledge of LAN, WAN and VPN technologies
· 3 years experience supporting MS Windows and XP.
· 3 years experience supporting networked printers.
· 3 years experience with PC hardware and software.
Knowledge, Skills and Abilities:
· Experience with an incident management tracking system.
· Ability to facilitate a climate of cohesiveness, cooperation and team work.
· Ability to work autonomously.
· Ability to adapt to new, different, or changing situations.
· Ability to schedule activities and set priorities to so deadlines are met, goals accomplished.
· Basic knowledge of the airline industry helpful.
· IT professional.
Frontier Airlines - 18 months ago
Faster than covered wagons, Frontier Airlines' planes part the clouds and fly the skies above the Rockies and beyond. The company...