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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT technical support, including troubleshooting hardware, software, and network issues, while effectively managing service requests and coordinating employee onboarding and offboarding processes. Proficient in using IT service management platforms and maintaining technical documentation to ensure efficient IT service delivery.
Highest-signal resume keywords
IT Technical SupportWindows 10 And Windows 11 TroubleshootingMicrosoft Office And Microsoft 365 ProficiencyFreshdesk And ServiceNow ExperienceLAN/WAN Network Troubleshooting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Hardware IssuesDiagnosing Software ApplicationsNetwork Connectivity ResolutionOperating System ConfigurationTechnical Documentation MaintenanceData Coordination And ConversionIncident ManagementWorkstation DeploymentUser Access ManagementTechnical Training Delivery
Soft Skills
Strong Communication SkillsCustomer Service OrientationProblem-Solving AbilityOrganizational SkillsAbility To Prioritize Tasks
Tools & Technologies
FreshdeskServiceNowMicrosoft OfficeMicrosoft 365VPN TechnologiesLAN/WAN InfrastructureWireless NetworksTicketing SystemsWindows Operating SystemsTechnical Support Tools
Certifications & Qualifications
Relevant IT CertificationsTechnical Credentials
Industry Keywords
Airport OperationsAviation IT SupportInfrastructure ManagementHelp Desk OperationsLarge-Scale Organizational Environments
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide daily technical help desk support to Airport Development Group personnel
- Respond to incoming service requests, emails, technical issues, and system-related incidents
- Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and operating system issues
- Analyze production outages and technical incidents, determine severity and operational impact, document findings, and coordinate timely resolutions
- Create, manage, update, and track IT service requests using Freshdesk, ServiceNow, and other ticketing systems
- Coordinate employee onboarding and offboarding, including workstation preparation, computer configuration, equipment deployment, user access requests, and equipment recovery
- Install, configure, maintain, and troubleshoot Windows 10 and Windows 11 operating systems
- Provide technical support for Microsoft Office and Microsoft 365 applications
- Diagnose and resolve PC hardware issues involving motherboards, memory, storage devices, power supplies, and other components
- Troubleshoot LAN/WAN connectivity, wireless networks, VPN connections, IP address conflicts, and common network infrastructure issues
- Support installation, replacement, configuration, maintenance, and relocation of IT hardware and software throughout airport facilities
- Coordinate workstation deployments and employee relocations across multiple airport-campus locations
- Provide on-site technical assistance during department-sponsored events, meetings, and operational activities
- Conduct computer orientation sessions and provide technical training to newly hired personnel and department staff
- Maintain technical documentation, service ticket records, equipment information, and troubleshooting procedures
- Communicate service request status, unresolved incidents, and technical recommendations to management, end users, and IT personnel
- Assist with data coordination, conversion projects, and other IT-related operational initiatives
- Collaborate with internal departments, technical teams, and airport personnel to maintain effective IT service delivery
- Perform additional technical support duties and work alternative shifts as required
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Technology, or a related field preferred
- Equivalent professional experience of five (5) years or more may be considered
- Minimum five (5) years of professional experience in IT technical support, help desk operations, desktop support, or a related technical field
- Experience troubleshooting computer hardware, software applications, operating systems, and network connectivity issues
- Proficiency in Windows 10 and Windows 11 installation, configuration, maintenance, and troubleshooting
- Strong working knowledge of Microsoft Office and Microsoft 365 applications, including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint
- Experience with IT service management platforms such as Freshdesk, ServiceNow, or similar ticketing systems
- Knowledge of LAN/WAN networks, wireless connectivity, VPN troubleshooting, and common network configurations
- Experience supporting employee onboarding, offboarding, equipment provisioning, and workstation deployments
- Ability to prioritize multiple technical support requests and communicate progress effectively
- Strong written and verbal communication skills with the ability to explain technical issues to nontechnical personnel
- Experience managing data coordination and conversion projects
- Ability to lift at least 40 pounds
- Ability to travel between multiple locations within the airport campus
- Flexibility to work varying shifts based on operational requirements
- Relevant professional IT certifications or technical credentials
- Experience supporting IT operations in airport, aviation, infrastructure, government, or other large-scale organizational environments
- Experience coordinating IT equipment deployments, relocations, and technical support across multiple facilities
- Strong problem-solving, customer service, incident management, and technical documentation skills
Benefits
Comp & perks- 100% company-paid medical insurance coverage for the employee
- 100% company-paid dental insurance coverage for the employee
- 100% company-paid vision insurance coverage for the employee
- 401k insurance coverage for the employee
- Life insurance coverage for the employee
- Long-term disability insurance coverage for the employee
- Career advancement opportunities
- Professional development opportunities
- Collaborative and growth-focused team environment
- Competitive compensation
- Bonus opportunities at management's discretion based on individual performance, employee utilization, attendance, tenure, and other non-financial corporate goals