Title: Service Desk Technician

Location: Detroit Metropolitan Wayne County Airport (DTW)

Ever wanted to know more about working at an airport? Here is your chance to find out as ServiceTec, the leading independent provider of managed IT services to the aviation industry, has an exciting recruitment opportunity due to business expansion for a Service Desk Technician at Detroit Metropolitan Wayne County Airport (DTW) in Michigan. If you are looking for an challenge whereby no two days are the same, then this position may be for you.

FLSA Status and Hours: This is a full time, salaried, non-exempt position and requires onsite shift work. The hours of coverage are between 6:00 AM and 6:00 PM Monday-Friday.

Position Overview: The Service Desk Technician will be responsible for providing onsite Tier 1 and Tier 2 level technical support for all issues reported to the Service Desk. The successful candidate will provide technical advice for the development, design, and systems integration for client engagement from definition phase through to implementation and transition to support.

Responsibilities:

• Ensure workflow and quality of work meets or exceeds the criteria stated within the Statement of Work and the goals set forth by the Local Site Management or ServiceTec.
• Sustain an excellent personal professional relationship at all levels with those organizations and personnel requiring interaction under the terms of the contract.
• Attend all site meetings relevant to the company’s contractual obligations as instructed/directed by the local Management team.
• Must be available for contact at all times for any urgent matters arising under the terms of the contract.
• Provide technical advice for the development, design, and systems integration for client engagement from definition phase through to implementation and transition to support.
• Assess systems and develop written technical procedures for the site in line with established Company ISO standards, if necessary.

Service Delivery:

• First point of contact for initial troubleshooting.
• Ability to resolve requests on the first call without escalating.
• Subject matter expertise in desktop hardware/software including desktops, copiers, laptops, tablets, printers, office phones, projectors, and other smart devices.
• Troubleshoot, diagnose and resolve issues related to operating systems, hardware and software by analyzing the symptoms and identifying the underlying problem.
• Accurately record, prioritize, and update all IT support requests through the service desk software.
• Ensure proper escalation procedures are followed.
• Utilize remote management or monitoring software to expedite remedial work and provide proactive support.
• Ability to alter work schedule to include after hours and weekends if necessary.

Physical Attributes:

• Independent mobility throughout work locations, and ability to move unaided from one working level to another, the ability to access unaided all installed equipment locations, including working at height, when required.
• Ability to negotiate security checkpoints and screening x/ray access points without assistance. Maintain security clearance at all times.
• Visual acuity - ability to interpret and operate customer-owned computer screens and read/write relevant documentation, without the need for special accommodation (large print, Braille, voice assisted computer system, or dictation equipment).
• Ability to carry tools, test equipment and replacement equipment (up to 30 lbs), independently and unaided.
• Ability to drive standard vehicles without any requirement for modified controls.

Experience and Qualifications:

• College diploma or university degree in the field of Computer Science, Information Technology, or related field and/or 2 years equivalent work experience.
• Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000+ employees).
• Experience working in airports is preferred, but not a requirement.
• Knowledge of MS Windows and Windows based software required.
• Thorough knowledge of computer hardware diagnostics and repair required.
• Must possess excellent verbal and written skills.
• Must be a self-motivated individual who can perform with minimal direction, using sound judgment and creativity in solving highly complex technical problems.
• Must be able to pass an airport background investigation, which includes a criminal history check.
• Must possess a valid driver’s license

Preferred Knowledge and Certifications:

• Desktops and PC hardware
• Installing/configuring printers
• Microsoft Operating Systems
• A+, Net+, or Security+ certifications preferred
• ITIL Foundations training/qualifications advantageous
• PCI DSS Compliance certification preferred

Benefits:

• Excellent healthcare benefits: Medical and Dental
• 401K including an employer match
• Paid time-off and sickness leave
• Paid Military Leave

Join Our Team:

ServiceTec International, Inc. specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and have been doing so since 1989. We operate globally with headquarters in the UK and the USA, and offices in Canada, The Netherlands, Germany and Norway. We partner with airports and airlines of all sizes to manage, maintain, monitor and support business and mission critical IT systems.

ServiceTec Culture: We’re a people-oriented company. We value our employees, believing they should be treated fairly, with courtesy and respect.

We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within if at all possible.

We consistently recognize those employees who go "above and beyond.”

ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state, and federal statutes concerning equal employment opportunity with regards to all employees whether full time, part time, casual, temporary, and seasonal or contract. ServiceTec will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds not prohibited by legislation. This policy applies to the process of recruitment and selection (both internal and external), promotion, training, conditions of work, pay and benefits and to every other aspect of employment, including general treatment at work and the processes involved in the termination of employment.