Job Description

Job Description

Job Description

The primary function of the IT Support Technician is to assist operations with IT functions and related systems, Including the repair and support of all information technology equipment under the direction of the IT Support Manager. The IT Support Technician participates in the deployment, troubleshooting and maintenance of IT infrastructure/solutions. The successful candidate will primarily be based from our Denver International Airport office location, with some days working from our corporate office in Greenwood Village, CO (DTC).

EXPECTED HOURS OF WORK

Tuesday – Sunday, with additional working hours and after hours support as required. On-call availability to address issues after hours and weekends. Travel possible 10-25% annually for new business openings, upgrades, and special projects.

Primary Responsibilitis

• Serve as the first point of contact for customers seeking technical assistance via telephone, email, and online request.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Follow-up and update customer status and information
• Provide support to end users for basic computer, application, system, mobile devices, access, and hardware issues.
• Identifies, researches, and resolves routine and a wide range of technical problems of diverse scope and complexity.
• Leverage Helpdesk Ticketing System Software to document, track, monitor, log resolutions and complete tasks and projects.
• Perform end-user training on Mobile & Computer based technology.
• Test fixes to ensure problems have been adequately resolved.
• Develop help sheets and frequently asked questions lists for end users.
• Performing preventative maintenance, including checking and cleaning of supported equipment.
• Identify and suggest possible improvements to procedures.
• All other duties and responsibilities as assigned.

Required Skills

• At least 2-3 years IT helpdesk experience required
• Strong analytical, problem solving and technical troubleshooting skills.
• Knowledge of Microsoft Windows Server 2012, 2016 & 2019 a plus.
• Require technical troubleshooting and hands‐on experience with Mobile & Computer devices.
• Point of sale system support experience highly desired or working knowledge of Point of Sale: Revel, Micros/Oracle, Aloha, Counterpoint – any retail/table service systems experience is a plus.
• Must demonstrate a working knowledge of standard business software (Microsoft Outlook, Word, and Excel).
• Ability to learn new products and tools and share this knowledge with end users and technicians.
• Ability to independently conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Knowledge of Restaurants and Concessions Operations a plus
• Experience with and/or knowledge of retail inventory management and processes a plus.
• Must be able to pass a 10-year TSA mandated background check – our business is primarily conducted in airports.

Education

• Associates Degree or Equivalent Experience & Certificates, Bachelor’s Degree a plus
• 10-year TSA criminal background
• Be eligible to work in the USA.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting, standing, or walking for extended periods of time and climbing 6-foot ladders. Must be able to operate a computer keyboard, mouse, power tools and other computer components. Lifting and transporting moderately heavy objects, such as computers, and peripherals, up to 50 pounds.

Benefits

• $55-62K Salary range
• 100% company paid health, dental, and vision for the employee
• Paid Time Off (PTO)
• Paid Sick Time
• 401(k)
• Opportunity for career growth and development

Work Environment and Physical Requirements

Position is based at Denver International Airport (DEN).

DEN is a climate-controlled environment and the temperature, volume of noise, and exposure to the public is outside the control of First Meridian Services, Inc. Use of public spaces as provided by the airport will be required when working at DEN.

Position may require occasional weekend or holiday work. Prolonged periods standing and performing manual labor, which may include lifting, climbing, and/or working in confined spaces. Must be able to lift up to 50 pounds, bend, reach, stretch, and squat.

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