Service Desk Technician, Overnight 9pm to 6am

About the position

The Service Desk Technician position is responsible for providing technical support for Sun Country by troubleshooting issues, installing and deploying software, and fulfilling requests and closing incidents. This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Responsibilities

• Create and respond to incidents and requests within established SLA objectives
• Partner with the Network, Infrastructure and Security teams to ensure equipment and processes meet all required security requirements
• Diagnose, configure, and resolve first level technical hardware and software issues or escalate as directed
• Administer, support and mature the current software standards, processes and knowledgebase updates by submitting and/or requesting new Knowledgebase articles
• Submit Knowledge articles for newly discovered support items to ensure the Knowledgebase is relevant and current
• Available for on-call support and participates in rotational on-call
• Continuously contribute to process or service delivery improvements or modifications to exceed customer expectations
• Adhere to, promote and advance SCA Security Policy, Standards, and Procedures
• Strictly follow established ITIL repeatable processes - Incident Management, Change Management, Event Management, Problem Management (including Root Cause Analysis)
• Any other duties assigned by management

Requirements

• 2+ years of experience in customer support
• Post-secondary education in IT disciplines or equivalent experience
• Customer-focused attitude
• Strong interpersonal skills (verbal and written)
• Proven analytical and problem-solving abilities
• Ability to receive and assimilate feedback in a professional manner
• Solid organizational skills including attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Ability to mentor and coach peers
• Continuous desire to learn new technologies
• Must own and be able to maintain a current driver's license

Nice-to-haves

• Previous airline industry experience

Benefits

• Comprehensive benefit package including dental and vision
• PPO and high deductible health plans
• Health savings accounts (HSA and FSA)
• Dependent Care
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support