| Job Overview: |
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| US Airways |
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| Location: |
| City: |
| Phoenix |
| State: |
| Arizona |
| Zip: |
| 85034 |
| Country: |
| USA |
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| Employment Type: |
| Full Time |
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| Job Category: |
| Information Technology |
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| Minimum Experience: |
| 2 Years |
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| Career Level: |
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Entry Level |
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| Education Level: |
| 2 Year |
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| Job Title: |
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Specialist 2 - Help Desk |
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| Job Description: |
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POSITION PURPOSE:
Provide first- and second-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provide resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
- Provides intermediate level support to end users for PC hardware and Network (NT/Win95 environments) and Mainframe (UNIX/Unisys/IBM) environments
- Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dumb Terminal, Dot Matrix printers, etc.
- May interact with Network Services, Systems Development, Server Services, Security Administration, and Planning/Compliance to identify and correct core problems
- Simulates or recreates user problems to resolve operating difficulties
- Maintain System Utilization Reports and works with On-Time Performance to monitor and report Technology related Flight Delays
- Track System outages on daily basis
- Maintain Help Desk Knowledge Base and interact with technicians to keep information accurate
- Provide training and guidance to less experienced team members
- Handles problems that other team members are unable to resolve
- Processes Technology Requests for Installs/Adds/Moves/Changes
- Review Problem Tickets and Change Tickets to ensure service levels are being maintained
- Assist in maintaining departmental procedure documentation and ensuring consistent and accurate handling of problems |
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| Qualifications: |
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QUALIFICATIONS:
- 2+ years Help Desk experience
- 2+ years troubleshooting experience with Network and Desktop environments
- Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, MAPPER, IBM/TSO/TPX, and SCEPTRE
- Strong interpersonal, written and verbal communication skills
- Ability to multi-task in a stressful environment
- Strong problem-solving and analytical skills
- Technical degree preferred, and/or equivalent experience
US Airways is an equal opportunity employer, M/F/D/V
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