IT Technical Support Specialist, Senior - LAWA

Position: IT Technical Support Specialist, Senior - LAWA

Function: IT Technical Support

Location: HYBRID

Remote Work Option: HYBRID - may need to be onsite as needed

Salary Range: $90- $120k

Security Requirements

Must be a US citizen or a legal resident for three of the past five years. Public Trust cannot be granted without meeting the residency requirement.

Must meet eligibility requirements for a US Public Trust security clearance (moderate risk), including a soft credit check and criminal background check. Please refer to the criteria listed in 5 CFR 731.202 to understand the Public Trust suitability requirements.

Culture

Cobec is consistently breaking the current mold for delivering services to our government clients. What does that mean? That means believing in a "people first" mentality, building high performance teams and empowering people to make informed decisions without going through a large bureaucratic system. Cobec values the well-being of employees and bestows tremendous trust in those people to negotiate work and non-work obligations. Cobec is where someone can bring their whole self to work and be themselves, never having to compromise their authenticity just to fit in. Lastly, we believe in the work we do, the goals and missions of our customers and the interpersonal relationships we have with clients, stakeholders and our people.

Values and Expectations

The successful candidate for this role embodies the same values as Cobec. We realize experience is important, however; Cobec believes a person's abilities and skills that align with our values (Relationships, Leadership, Passion, Accountability, Integrity, Innovation, Quality, Teamwork, Diversity, Commitment, & Respect) are the most important drivers for success in this role.

In addition to exhibiting our values, a successful candidate for this role is expected to be a high performer, organized, dynamic, and have a positive attitude.

Job Summary

This position will follow established procedures to troubleshoot, coordinate and resolve systems or hardware related incidents. The position is responsible for the initial analysis, diagnosis and troubleshooting of events.

Relevant Experience

At least 10+ years of relevant experience in IT Technical Support, specific LA Airport experience desired.

Essential Job Functions

The following duties are normal for this position. The omission of specific statements of duties does not exclude them from this position if the work is similar, related, and/or a logical assignment for this position. Other duties may be required and assigned.

* Ensure reported production outages/incidents are communicated and resolved in an expeditious manner.

* Manage staff onboarding and offboarding processes.

* Provide helpdesk related support in all areas of IT functions for the Airport Development Group.

• Answer incoming customer emails to the Help Desk.
• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages/incidents.
• Determine severity, impact, and nature of incidents. Escalate as needed.
• Communicate clearly with other team members.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now and other related tracking applications.
• Complete onboarding or offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff at various locations throughout the airport footprint.
• Provide IT support at Division-wide sponsored events.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new staff.

Education Requirements

Bachelor's degree in computer science or related field preferred or equivalent job experience of 10+ yrs.

Skills Requirements

• Attention to detail, strong time management skills
• Strong knowledge of corporate strategy, financial analysis, and business development.
• Proven track record of influencing senior executives and driving business growth.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication, negotiation, and interpersonal skills.
• PC Hardware Troubleshooting




• Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices. Proficient in handling upgrades, replacements, and configurations.




• Network Infrastructure Troubleshooting:




• Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution. Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues.

* Windows Operating Systems

o Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11). Experienced in applying security patches, system updates, and driver updates.

* Microsoft Office 365 Suite:

o Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions. Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams

• Must be able to lift at least 40lbs.
• Ability to organize short and long-term tasks and communicate status of tasks with clients and management.
• Effective oral and written communication skill, with an ability to communicate complex issues to a non-technical audience.
• Ability to work with others.
• Self-starter with results driven focus.
• Capability to assume additional responsibilities.
• Demonstrated experience managing data coordination and conversion projects.

Security Requirements

Must be a US citizen or a legal resident for three of the past five years

Must meet eligibility requirements for a US Public Trust security clearance

Travel

Occasional travel required as needed by client/s and/or company

EEO

Cobec Consulting, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, veteran status or any other status protected by federal, state and local law.

EEO is the Law