Help Desk Support - Mesa Airlines

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 schedule



Responsibilities




* Assist 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 schedules



Reporting


* This position reports to the Director of IT



Qualifications

Skills




* Ability 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 assets



Knowledge




* Knowledge 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 procedures



Experiences




* Two-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

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled