Air Transport Services Group

IS Tech Analyst


Position: Tech Analyst Base Pay: Commensurate with experience
Employee Type: Full-Time Leads Others: No
Required Education: HSD/GED  Required Experience: 2 years
Travel Required: Yes Position Close Date:

Location:  Wilmington, OH (ILN)

Shift 8 hours

What you will do:

As a member of the IS Tech Services support team the L2 Deskside technician will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with users, peers, and managers; primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving end user issues and supporting other members of the I.T. department. 
Essential Duties:
• Supporting IT equipment in large corporate environment
• Desktop/laptop tech support (Mac and PC)
• Support Windows 7/10 operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change
• Maintain repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Smart Hands support with networking, server, and telecommunications technologies
• Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support as needed
• May provide executive user support
• Various other tasks associated with deskside services
• May need to be available to provide support at other end user locations as needed
• Other duties as assigned
Skills and abilities:
• Customer focused 
• Personal accountability for results
• Detail oriented
Minimum Requirements:
• Strong analytical and troubleshooting skills
• Minimum of 2 years’ technical experience in providing Deskside or helpdesk Support
• PC hardware repair (Dell/HP), Windows system support, OS X Support
• Software installation/troubleshooting
• Performing Tech Refresh
• Mobile device support (iOS/iPhone/iPads/Android) – excluding warranty hardware repair