Help Desk Technician

Welcome to San Diego International Airport, where our purpose is to create an exceptional airport experience for the community and the world.  We embody the vibrant spirit of San Diego itself—sunny, welcoming, and full of life. We are committed to attracting, fostering, and empowering a team of talented individuals who can deliver our strategic goals.

Here, you’ll find a workplace culture that thrives on diversity and shared mindsets of collaboration, empathy, inclusivity, thoughtful decision-making, listening, and believing the best in people. If you are ready to contribute to a team that values meaningful impact and enjoys the journey along the way, we invite you to apply today.

The Information & Technology Services Department is looking for a dynamic individual with demonstrated technical skills with a full range of problem solutions and technical support in a Help Desk Technician role. If selected, you will provide technical support services to Information Technology customers, and:

· Use the Authority provided ticketing and asset management software to respond to technical requests for service; maintain, document, coordinate, create, and update asset inventory of hardware, software, and licenses; perform routine and scheduled preventive maintenance tasks as directed.

 · Troubleshoot system, hardware, software, telecom, and network connectivity issues; diagnose problems, research resolutions, resolve problems, and replace and/or upgrade hardware and software.

· Assist in installing, configuring, and testing network servers, devices, and software; diagnose hardware malfunctions; replace and decommission components and perform other maintenance and repair. 

· Install and configure large information displays, peripheral equipment, multifunction printers, and common use passenger processing systems. This will require climbing ladders and lifting up to 50lbs.

· Work collaboratively and effectively as a project team member; establish and maintain effective customer-focused working relationships with managers, customers, vendors, consultants, employees, and airline personnel.

· Orient and train customers on new hardware and software capabilities, uses, and functions; install and configure specialized business and operations support software to meet customer profiles and computing requirements.

· Interviews and consult with managers and customers to identify computer hardware or software requirements; oversees and participates in the receipt and installation and decommission of purchased hardware and software; tracks inventory and completes asset documentation.

· Create device descriptions for terminals, laptops, PCs, printers and controllers; develop and maintain customer standards, user profiles, documentation, training materials, and records of work performed.

Competencies:

1. Attention to Detail. Ensures information is complete and accurate; follows up with others to ensure that agreements and commitments have been fulfilled. 

2. Communication.  Effectively exchange information with stakeholders through various avenues, including but not limited to verbal, written, facilitation, and persuasion. 

3. Technical Proficiency. Knowledgeable and ability to work with various operating systems Understanding of computer hardware components, peripherals, and basic networking equipment. Provide knowledge transfer.

4. Troubleshooting skills. Ability to analyze, define a problem and identify the root cause of technical issues reported by end-users. Capability to systematically diagnose and resolve hardware and software problems. 

5. Customer Service. Strong verbal and written communication skills to interact effectively with end-users and convey technical information in a clear and understandable manner. Focus on providing excellent customer service and ensuring end-user satisfaction.

6. Team Collaboration. Ability to work effectively with other I&TS team members and departments to resolve complex technical issues.

7. Adaptability. Ability to adapt to changing technologies, processes, and work environments. Eagerness to learn new technologies and stay updated on industry trends.

Requirements

· Graduation from a high school or G.E.D. equivalent; 

· Two years of increasingly responsible experience in IT hardware and software support;  

· Equivalent combination of training and experience.   

Preferred Experience & Certificates:

CompTIA A+, Modern Desktop Administrator Associate, HDIP (Help Desk Institute Professional), Certified Support Professional and higher.

The hiring salary for this position is $52,120.

Pay range for this position is $44,547- $71,275.

Applications will be accepted through July 25, 2024.

**Lacking some of the skills or experiences we've listed? No worries! Here at the San Diego International Airport, we're on a mission to cultivate a workforce as dynamic and diverse as the community we serve. While certain roles may require specific qualifications, we understand that talent comes in many forms. Some of our positions may not require specific degrees, and we're always open to individuals who bring a willingness to learn and a commitment to excellence. If you think this could be you, we encourage you to apply, and even if this position isn't the right role for you, we will add you to our database to consider for other opportunities in the future that align with your unique knowledge and skills. There's a chance we have the perfect spot for you to land!

EEO Statement

It is the policy of the San Diego County Regional Airport Authority to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, SDCRAA will provide reasonable accommodations for qualified individuals with disabilities.

Physical & Mental Demands

Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the hiring department to accommodate the limitation. If you need any form of accommodation during the recruitment process, please inform the Talent Acquisition Partner (Recruiter).

Under California Government Code Sections 3100 - 3109, public employees are designated disaster service workers. The term "public employees" includes all persons employed by the state or any county, city, state agency, or public district. Disaster service workers are required to participate in such disaster service activities as they may be assigned to them by their employer or law.