Help Desk Support

Mesa Airlines - Phoenix, AZ

Full-time

Phoenix, AZ

Air Transportation

About the position

The position involves building, setting up, and installing computer hardware in accordance with Mesa Air's policies and standards. The role includes providing first-level troubleshooting support to system users, training personnel on secure information system usage, and managing user accounts and computer assets. The technician will also execute system maintenance and ensure accurate documentation of help desk records.

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
• Execute application and system maintenance routines according to the defined schedules as instructed by the Network Administrator

Requirements

• 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 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
• 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