Description

COMPANY INFORMATION

Saltchuk Aviation is a wholly owned subsidiary within the Saltchuk Family of Companies, providing a range of aviation related support services primarily in North America. Through our operating brands, Northern Air Cargo, Aloha Air Cargo, StratAir and Ryan Air we collectively transport over 380 million pounds of freight annually via our scheduled cargo service in Alaska and Hawaii and on-demand charters throughout North and South America. Other services include third party aircraft maintenance, management services and consulting expertise, aviation support services for large-scale industrial projects, and scheduled freighter service throughout the Caribbean and Latin America. Our over 1,000 employees are committed to providing safe and reliable service for our valued customers which include most major freight companies and air cargo integrators in the markets we serve.  

BENEFITS 
  • Comprehensive insurance programs including medical, dental, and vision
  • Company-provided benefits include life insurance, short and long-term disability, and an employee assistance program
  • Competitive 401k match program with zero vesting period
  • Annual bonus and salary review programs
  • Competitive paid time off, personal days, and federal holidays
  • Reimbursement benefits like fitness, transportation, and tuition up to $5,250 annually
  • Plus many employee discounts with major retailers
SALARY:
The hourly rate of this position starts at $25.88.
POSITION SUMMARY

The Service Desk Technician II will apply proven communication, analytical, investigative, troubleshooting and problem-solving skills in addition to in-depth technical knowledge to identify, analyze, communicate and resolve incidents, problems and service requests in a timely and accurate fashion. The Service Desk Technician will provide a single point of contact for users to receive support and maintenance while ensuring the secure, stable and efficient of operation of IT services (computing, peripherals, mobile devices, applications, data and operating systems) so that end users can accomplish business tasks and maximize the benefit of IT service investments. Support efforts are realized through use of a wide variety of remote support tools, diagnostic systems, telephone, remote support, and ITSM tools. 

ESSENTIAL DUTIES & RESPONSIBILITIES: 
  • Receive, prioritize, and respond to incoming calls, requests, and emails regarding IT incidents and requests.
  • Accurately record, track, document, and close every service desk incident, problem and request details and problem-solving process, including all successful and unsuccessful actions taken through to final resolution.
  • Perform onsite research, analysis, diagnosis, support, administration, remediation, escalation, and resolution of complex IT incidents, problems, and service requests for end users in a timely, customer-focused, and accurate fashion. Recommend and implement corrective solutions and process improvement as needed.
  • Escalate, liaise, partner, and directly participate with vendors, outsourcers, and contractors to troubleshoot maintain and support IT services when required.
  • Escalate and collaborate problems (when required) to immediate members of the service desk team, other ITS teams, and other departments in the company to ensure efficient operation and timely resolution of IT services.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
  • Assist System Administrator on installing, troubleshooting hardware and networking equipment. 
  • Installs and maintains structured network cabling and proximity access control systems.
  • Assess the need for and implement performance upgrades to desktops, and laptops, including the installation of CPUs, cards, ribbon cables, hard drives, RAM, CD-ROMs, etc.
  • Develop and maintain an up-to-date inventory of all computing equipment, software, and peripheral devices including accurately documenting instances of desktop equipment or component failure, repair, installation, and removal.
  • Develop and maintain configuration items using ITSM solution.
  • Research and apply diagnostic utilities to aid in troubleshooting.
  • Work and collaborate with ITS teams, Change Advisory Board members, and stakeholders to identify and resolve IT incidents in a timely and accurate manner.
  • Evaluate new technologies and platforms to determine their applicability to solving business challenges and needs. Make recommendations.
  • Assist in hardware & software releases and roll-outs according to Change and release management best practices and policies.
  • Perform installations and configurations of software, hardware, and peripherals on workstations.
  • Ensure that all workstations are deployed and maintained according to approved and standard configurations.
  • Perform preventative maintenance, including inspection, repair and cleaning of desktop computing, printers and peripheral devices.
  • Tests solutions to ensure incidents and problems have been adequately resolved.
  • Perform end of shift incident, problem and request debriefing, status and knowledge transfer.
  • Provides knowledge transfer and support for fellow IT staff on the operation of IT services.
  • Submits resolutions in the knowledge management database.
  • Manages SLAs to meet customer’s expectations.
  • Other duties as assigned.
POSITION QUALIFICATIONS AND REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and or Experience

  • High school graduate or equivalent.
  • Associate’s degree, preferred.
  • A+ Certification required.
  • Minimum of 1 year working as a Service Desk level or tier 1.
  • Experience using Microsoft Office.

KNOWLEDGE SKILLS AND ABILITIES:

  • Working knowledge of Windows environment, Exchange, Active Directory, and Group Policy.
  • Working knowledge of LAN/WAN theory, Active Directory, and Exchange.
  • Must have excellent interpersonal, organizational, written and verbal communication skills, and the ability to communicate technical information to non-technical users.
  • Ability to perform duties under limited supervision.
  • Independent problem-solving ability is critical.
  • Must be able to analyze and troubleshoot common computer problems and to learn new systems on the job.
  • Ability to handle multiple projects and tasks simultaneously in a fast-paced environment.
  • Ability to focus and concentrate on details under pressure.
  • Demonstrated capability to follow through on assigned tasks and meet deadlines.
  • Ability to read, analyze, and interpret technical publications and periodicals.
  • Ability to write procedures and technical documentation.
  • Ability to effectively communicate information and respond to user requests in a concise manner.

PHYSICAL DEMANDS and WORK ENVIRONMENT:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Ability to lift 50 pounds and maneuver in tight confined spaces.
  • While performing the duties of this job, the employee is frequently required to sit, talk, or hear, and to use hands and fingers for computer input. 
  • Requires use of personal computer (word processing and spreadsheets) for compiling reports, statistical data, composing memoranda and other similar documents.
  • This position typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.  

DISCLOSURE

    The intent of this Description is to provide a representative summary of the major responsibilities performed and results expected by persons assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job. Incumbents may be required to perform other job-related tasks other than those specifically presented in this description.

    EQUAL OPPORTUNITY 

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or status as a protected veteran. If you are a person with a disability needing assistance with the application process, please email RecruitingTeam@saltchukaviationss.com.

     

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