IT Technical Support II

IMRI hasan opening in Los Angeles for anIT Technical Support II Summary The IT Technical Support II position provides Tier II technical assistance, following established procedures to troubleshoot, coordinate, and resolve systems or hardware-related incidents. Responsibilities include the initial analysis, diagnosis, and resolution of technical issues, ensuring reported production outages are communicated and resolved quickly. This role also manages staff onboarding and offboarding processes and provides helpdesk-related support across all IT functions for the Airport Development Group. Essential Job Duties (include but are not limited to) Respond to incoming customer inquiries via email, helpdesk tickets, chat, or phone. Diagnose and troubleshoot system and hardware issues; document and escalate as needed. Analyze and determine severity, impact, and nature of reported outages/incidents. Submit service or application requests in Freshdesk, ServiceNow, and other IT tracking tools. Perform staff onboarding/offboarding, including account provisioning, hardware setup, and system access. Install, configure, and maintain hardware and software systems. Oversee deployments, relocations, and setup of staff workstations throughout the airport footprint. Provide IT support at division-wide sponsored events. Deliver on-the-job training to new IT staff and computer orientation to new employees. Collaborate and communicate clearly with team members to ensure efficient resolution of issues. Hardware & Infrastructure Experience PC Hardware Troubleshooting: Skilled in diagnosing and resolving component failures (e.g., motherboards, power supplies, memory, storage devices). Proficient in hardware upgrades, replacements, and configurations. Installation, Configuration & Maintenance: Windows OS (10, 11): Proficient in installation, configuration, administration, patching, and driver updates. Microsoft Office 365 Suite: Experienced in deploying, troubleshooting, and supporting Word, Excel, PowerPoint, Outlook, OneDrive, and Teams in both standalone and enterprise environments. Professional Experience & Qualifications 10+ years of IT technical support or related professional experience. Ability to lift at least 40 lbs. and support physical equipment setup. Strong organizational skills with ability to manage both short- and long-term tasks. Effective oral and written communication skills, including the ability to explain complex technical issues to non-technical users. Proven ability to work collaboratively in a team environment. Self-starter with a results-driven focus and the ability to take on additional responsibilities. Demonstrated experience managing data coordination and conversion projects. Education / Training Bachelor's degree in Computer Science, Information Technology, or related field preferred. Other Requirements / Notes May be required to work beyond standard hours or alternate shifts as needed. Must have access to a company vehicle or be willing to use a personal vehicle when required. Additional duties may be assigned based on business needs.