Systems Support Specialist

Specialist, Systems Support - DFW

Build an Aviation Career You’re Proud Of

Your work ties us all together, helping our teams function and operate. Experience opportunities to learn and be a part of an organization that has your back. And with competitive compensation and total rewards, you’ll also enjoy our great perks.

General Accountability

As a Specialist, Systems Support, you will have the responsibility to Install, configure, test, troubleshoot, repair and maintain personal computers, printers, barcode readers, local area networks (LANs) and related software and hardware to keep new and existing systems operational. Provide technical assistance to system users.

What you'll do:

• Receives and installs PC hardware and peripheral components such as monitors, keyboards, printers, and disk drives, etc.
• Loads specified PC software packages, such as operating systems, word processing and spreadsheet applications, etc. in accordance with company policies and procedures.
• Performs advanced troubleshooting in person and via telephone concerning PC operation; diagnoses system hardware, software and computer problems based on knowledge of system operations; installs, troubleshoots and coordinates repairs of barcode readers.
• Coordinates the repairs to any personal computer and/or peripherals with major manufacturers/suppliers ensuring warranty provisions apply.
• Dismantles hardware hook-ups, moves hardware to new locations and reconnects hardware to newly installed cabling.
• Maintains and administers the telecommunications systems, Call Management (CMS) and Voice Messaging systems (VMS); oversees installation of systems, including equipment and cabling.
• Liaises with telecommunication service providers to report trouble and enable speedy resolution to functional problems and system outages.
• Responsible for telecommunications equipment and network services needed to satisfy business requirements for video conferencing.
• Diagnoses and locates equipment faults and adjusts, replaces or repairs telecommunications equipment.
• Provides on-going evaluation of system performance on local area network and telecommunication systems and offers recommendations for changes and/or enhancements.
• Responsible for the daily operation and function of local/wide area network operations such as setting up new users, installation of hardware, diagnosing and resolving hardware and software problems, ensuring proper file server operation and file backup.
• Maintains a personal computer inventory database and telephone equipment database to ensure all personal computer and telephone resources are accounted for; maintains a software library of all SBU-owned personal computer-based software, ensuring compliance with all software licenses and copyright laws.
• Responsible for observing all applicable safety requirements and reporting immediately any unsafe practices/conditions.
• Carries out special projects as assigned.

Position Requirements

• Working experience using JIRA service desk, ServiceNow or equivalent for managing incidents and service requests.
• Prior experience in a 1st/2nd line service desk environment is preferred; training will be provided as needed.
• Excellent knowledge of using and troubleshooting Microsoft Office products.
• Strong working knowledge of Windows-based systems (Windows 10, Windows 11, Server 2016-2022).
• Good working knowledge of Windows technologies, such as Active Directory and Microsoft 365.
• Foundational knowledge of networking, including TCP/IP, DNS, DHCP.
• PC hardware setup and configuration.
• Mobile phone and/or Cisco IP Phone support, is beneficial.
• ERP system installation, troubleshooting and support experience.
• College diploma in computer science; or equivalent.
• Strong analytical, attention to detail, and problem-solving skills.
• Good planning, organizational, analytical, decision making, oral and written communication skills.
• Ability to work independently, as well as in a team environment.
• Minimum of one year System Support experience.
• Must be authorized to work in the US.

Benefits that make life better:

• Comprehensive Healthcare
• 401(k) with 100% company match; up to 5% vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities