Job Description Summary Build, set up, and install computer hardware according to Mesa Air policies, procedures, and standards Answer requests from system users; provide information and 1st level troubleshooting; escalate problems as appropriate, and maintain accurate help desk records Train personnel in the proper and secure use of Mesa Air information systems Create accounts for users in applications, directories, networks, etc. as necessary to enable them to perform their job function Create and maintain listings of all computer assets, as required by Mesa Air policy. Create and manage telephone user accounts Execute system maintenance programs, scripts, and reports according to the operations scheduleRequirements ResponsibilitiesAssist in building, installing, and repairing desktop workstations according to company policies, standards, and specifications Install, modify, and repair computer software Maintain accurate inventory records in asset tracking system Observe operation of computer hardware to identify malfunction(s) Perform tests to identify root cause of malfunction(s) Maintain accurate documentation through help desk software Communicate with users about work completion and results Act as a front-line interface to users Provide information, materials, and/or live training to end users of Mesa Air core applications and technologies Create/Maintain/Delete User identifications and profiles for Company used systems as directed by the owner of the information Keep record of all hardware, software Add or change telephone user accounts Evaluate and/or recommend purchases, requesting and submitting quotes and requisitioning computer hardware and software As instructed by the Network Administrator, execute application and system maintenance routines according to the defined schedulesReporting This position reports to the Director of ITQualifications SkillsAbility to follow company procedure accurately and completely Ability to accurately complete purchasing paperwork and keep good records Ability to perform basic computer hardware installations, per the standards set for hardware configuration Ability to follow vendor issued instructions for set up of additional software needs Ability to observe computer hardware in action and/or perform tests to determine problems Ability to correctly separate symptoms from root cause and design effective repair Good inter-personal communication skills, both written and oral Ability to produce training materials complete with detailed explanations, tips and techniques, screen shots, etc. Ability to manage a regular flow of small tasks quickly and efficiently Ability to keep accurate records of transactions Ability to examine events and determine the necessary remediation to get/keep systems online and secure Ability to work in a team environment with minimal supervision Detail oriented and able to keep accurate records of company computer assetsKnowledgeKnowledge of the architecture of Windows desktop computers Knowledge of Windows Active Directory and other Windows security solutions Knowledge of the printers, desktops, laptops, mobile devices, and other common hardware Knowledge of standard hardware configurations Knowledge of Microsoft Office Suite Understanding of standard security policies and procedures Knowledge of standard corporate purchasing policies and proceduresExperiencesTwo-year degree in a computer-related field Experience dealing with hardware equipment and service vendors. Experience troubleshooting the operation of desktop computers and peripherals and documenting the problems. Previous experience in customer support Experience with the Help Desk Software and Support in a 24/7 computing environment requiring 100% uptime Experience in a purchasing, receiving, or inventory position related to IT Experience in a computer operations department
