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    Help Desk Support - Phoenix, United States - Mesa Air

    Mesa Air
    Mesa Air Phoenix, United States

    2 days ago

    Default job background
    Description
    Job Description

    Summary
    • Build, set up, and install computer hardware according to Mesa Air policies, procedures, and standards
    • Answer requests from system users; provide information and 1st level troubleshooting; escalate problems as appropriate, and maintain accurate help desk records
    • Train personnel in the proper and secure use of Mesa Air information systems
    • Create accounts for users in applications, directories, networks, etc. as necessary to enable them to perform their job function
    • Create and maintain listings of all computer assets, as required by Mesa Air policy.
    • Create and manage telephone user accounts
    • Execute system maintenance programs, scripts, and reports according to the operations schedule
    Requirements

    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
    • As instructed by the Network Administrator, execute application and system maintenance routines according to the defined schedules
    Reporting
    • This position reports to the Director of IT
    Qualifications

    Skills
    • 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
    • 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
    Experiences
    • 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
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