ITS ASSOCIATE SUPPORT SPECIALIST

GENERAL DESCRIPTION

Under the general direction of the Senior Manager of Client & Field Services, the ITS Associate Support Specialist is responsible for providing technical support for hardware and software services to the Authority. This role requires the ability to help resolve complex work problems across various areas, including service desk support, desktop and peripheral support, mobile device support, application support, and network support with minimal supervision.

Requires availability for emergency call-in.

SUPERVISES OTHERS: NO

Compensation: $70, 000 and up

FLSA STATUS: NON-EXEMPT

ESSENTIAL FUNCTIONS

• Serves as the first point of contact for internal users seeking technical assistance via phone, email, or in-person.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Determines best course of action to resolve the users issue.
• Escalates unresolved issues to the appropriate IT teams for further investigation and resolution to ensure user satisfaction.
• Follows up and updates user on status of issues.
• Documents all support interactions and resolutions in the IT ticketing system, ensuring thorough and accurate record-keeping for future reference.
• Regular and reliable attendance is required as an essential function of the position.

This list is not intended to be all-inclusive, and you may not be responsible for every item listed. The employer reserves the right to assign additional functions and responsibilities as necessary.

COMPETENCIES

• Self-Management: Manages own time, priorities, and resources to achieve goals.
• Technical Focus: Maintaining up-to-date knowledge within one's field of expertise; Applying technical skills and knowledge.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.

· Teamwork: The ability to function effectively within a team, contributing positively to collaborative efforts and achieving shared goals by demonstrating communication, collaboration, active listening, conflict resolution, and adaptability to different perspectives while respecting the roles and contributions of others. At times takes lead and positively influences others.

REQUIRED FOR ALL HCAA JOBS

• In the event of an emergency or disaster that impacts the Hillsborough County Aviation Authority (HCAA), an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department or the HCAA Emergency Operations Center (EOC). Such assignments may be before, during, or after the emergency/disaster.
• Complies with all HCAA Policies, Procedures, and Standards.

QUALIFICATIONS (EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS)

• Associate Degree in Computer Science, Computer Information Systems, Business Administration, Mathematics, or a related field.
• Two (2) years of information technology experience in basic to intermediate user support of desktops, applications, mobile devices, printers, peripherals, and cabling.
• Or equivalent combination of education, training, and experience.
• Must possess a valid Florida Driver License.

PREFERRED QUALIFICATIONS

• One (1) or more of the following; CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Server+, ITIL Foundation, Apple Certified Mac Technician (ACMT), HDI Desktop Support Technician, Cisco Certified Entry Networking Technician (CCENT), Microsoft Certified Solutions Associate (MCSA), or Microsoft Certified Professional.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of standard office practices, procedures, policies, personal computers, operating systems, and related software applications.
• Knowledge of Microsoft Office products.
• Ability to communicate effectively orally and in writing.
• Ability to establish and maintain effective working relationships with others within and outside the Authority.
• Ability to handle restricted, sensitive, and confidential information.
• Ability to provide outstanding customer service, serve the public, and represent the Authority with courtesy and professionalism.

PHYSICAL ABILITIES

• Standing, walking & sitting up to 6 hours per day
• Frequent lifting up to 50 Ibs
• Frequent bending, stooping, pushing, pulling, dragging, climbing, reaching over-head, kneeling & crawling
• Continuous typing
• Occasional use of car/light truck
• Occasional use of power tools

The Aviation Authority-Tampa International Airport provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, sexual orientation, membership, or non-membership in an employee organization, or based on personal favoritism or other non-merit factors.

The Aviation Authority-Tampa International Airport welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application, testing and hiring process. The decision to grant reasonable accommodation requests will be made case-by-case.