IT Technical Support II

Title: IT Technical Support II

About the job

Enterris Associates is a trusted, full-service consulting firm specializing in program and project management, risk analysis and mitigation, claims support, compliance, and dispute resolution. We partner with the public sector and utility clients to drive the successful delivery of complex infrastructure projects. Our advisory services include testing and inspection, contract administration and oversight, compliance monitoring, and comprehensive construction and project management - all tailored to help our clients navigate challenges and achieve their goals with confidence.

Description

Position Description Summary

This position will follow established procedures to troubleshoot, coordinate and resolve systems or hardware related incidents. The position is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages/incidents are communicated and resolved in an expeditious manner. Manage sta onboarding and offboarding processes. Provide helpdesk related support in all areas of IT functions for the program's Development Group.

• Answer incoming customer emails at the Help Desk.
• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages/incidents.
• Determine severity, impact, and nature of incidents.
• Escalate as needed.
• Communicate clearly with other team members.
• Submit tickets for new services or applications requests in Freshdesk and IT Service-Now and other related tracking applications.
• Complete onboarding or offboarding functions for sta being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of sta at various locations throughout the airport footprint.
• Provide IT support at Division-wide sponsored events.
• Provide on-the-job training for new department sta members.
• Provide computer orientation for new sta .

Qualifications

Required Qualification:- Years of Experience/Education/Certificates/Training:

Hardware and Infrastructure Experience:

• PC Hardware Troubleshooting
  • Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices
  • Pro cient in handling upgrades, replacements, and con gurations

Installation, Con guration, and Maintenance:

• Windows Operating Systems
  • Pro cient in the installation, con guration, and administration of Windows operating systems (Windows 10, 11)
  • Experienced in applying security patches, system updates, and driver updates.
• Microsoft O ce 365 Suite
  • Pro cient in deploying, troubleshooting, and providing user support for both standalone Microsoft O ce and Microsoft 365 versions
  • Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams

Wage Requirement

• Starting Salary range for this job is $95,000.00 - $117,800.00. The starting salary will be commensurate with skill, education, experience, and working environment

Benefits

• Enterris Associates offers an industry-leading benefit package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.

Work Environment

• This job operates in a professional environment and uses standard equipment such as computers and phones.

Physical Demands

• Be able to sit and/or stand for up to 8 hours per day.
• Demonstrate the ability to move freely for up to 8 hours per day.

Solicitation

• Please, no solicitation of any kind from staffing agencies or recruiting firms.

EEO Statement

• All skilled applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.