ITS SUPPORT SPECIALIST

GENERAL DESCRIPTION

Under the general direction of the Senior Manager of Client & Field Services, the ITS Support Specialist provides technical support for hardware and software services to the Authority. This position is tasked with supporting the resolution of basic incidents and requests under close supervision in one or more of the following areas: service desk support, desktop and peripheral support, mobile device support, application support, airline common use hardware and software support, and network support.

Requires availability for emergency call-in.

SUPERVISES OTHERS: No

Compensation: $25 hourly and up based on experience

FLSA STATUS: Exempt

ESSENTIAL FUNCTIONS

• Serves as the first point of contact for internal users over the phone, email, or in-person.
• Provides prompt technical support to end-users and peers via phone, email, instant messaging, or in person while handling all communications efficiently and professionally.
• Provides timely and accurate resolutions, including troubleshooting hardware and software issues, network connectivity problems, and system errors.
• Documents all support interactions and resolutions in the ITS ticketing system, ensuring thorough and accurate record-keeping.
• Escalates unresolved issues to the appropriate ITS teams for further investigation and resolution.
• Collaborates with ITS colleagues to identify recurring issues and implement proactive solutions to prevent future incidents.
• Documents learned knowledge and resolved issues by writing and maintaining knowledge base articles to support knowledge sharing and continuous improvement within the team.
• Executes tasks and work assignments with a demonstrated ability to focus on priority tasks.
• Delivers occasional department presentations to various audiences.
• Provides backup and support to other ITS teams as needed.
• 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 Authority 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)

• High School Diploma or equivalent.
• 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 basic technical skills related to hardware, software, and peripheral devices which includes operating systems, applications, network technologies, and security concepts.
• Knowledge of organization and time management techniques to manage multiple tasks and prioritize effectively in a dynamic work environment.
• Knowledge of the ITIL framework and its relevance to IT service management and operations.
• Ability to collect, organize, and analyze data while employing critical thinking skills to distinguish relevant information and make logical decisions.
• Knowledge of departmental disciplines such as desktop support, mobile device management, server administration, security, audio-visual technology, or networking.
• Skill in applying new technologies, soft skills, and updated procedures to enhance performance and service delivery.
• Ability to understand and follow specific instructions, priorities, policies, and procedures for effective task execution.
• Knowledge of vulnerability identification, remediation techniques and applications relevant to IT security.
• Ability to troubleshoot supported Windows operating systems effectively.
• Knowledge and skill in troubleshooting Microsoft Office products and software installations.
• Ability to engage in creative and original thinking to solve problems and enhance processes.
• 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.