IT Help Desk Support Technician

Level 1 Technician

Current Shift openings: 11Am- 7PM , 4PM-MID, and MID -8:00A

Background

Provide Level 1 support services for a large Airline Telecommunications Company for O’Hare International Terminal 5.

The Hardware Technician position requires Maintenance and Support for the following:

1. Airline computer hardware and LAN systems
2. CBP Immigration Kiosks
3. Airline Check-in Kiosks and Departure gate equipment
4. Gate Tower Hardware and Software systems

General Level 1 Scope

The Technician will perform the following actions:

• Log and categorize reported Fault Calls.
• Track the Fault Call through to resolution.
• Engage appropriate Fault Call resolution resources.
• Escalate to appropriate Support Groups and levels of support if required.
• Provide status updates to end users.
• Identify known errors and repetitive Fault Calls, providing a work-around where applicable.
• Follow-up for status on actions taken by support groups from L3
• Verify closure with the User[s] and where applicable obtain Customer concurrence for Fault Call closure.
• Initiate escalation procedures to onsite Site Manager/Administrator for critical situations.
• Respond to user queries regarding Fault Calls.
• Close the Fault Call Request record and document the Fault Call resolution.
• Daily inspections of all Core equipment
• Routine preventive maintenance required
• Troubleshooting Airline related issues
• Problem diagnosis
• Break/ Fix repairs that don’t require purchasing replacement parts
• Software patches/updates
• Swap defective equipment with operational equipment
• Workshop repair center
• Warranty management
• packaging units that cannot be repaired for factory repair (in and out of warranty)
• Asset management required
• Printer Firmware Management
• Shipping and receiving all warranty repairs
• Organize consumable items
• Organize all equipment spares
• Tools to do all the functions above
• Onsite labor to package units under warranty back to the manufacturer for repair
• Business casual attire required
• Routine repairs and maintenance in connection with the kiosks
• Clearing paper jams, restocking receipt paper, cleaning exterior or kiosks, fixing problem caused by loose or disconnected cables, rebooting kiosks, replacing failed hardware, and performing low level problem management.
• Monitor and maintain kiosks including addressing connectivity issues, addressing VPN connectivity issues, performing calibration of devices such as the touch screen, perform kiosk peripheral device troubleshooting which includes cleaning and replacement.
• Coordinating activities with L3 and L4 groups
• Record incident/service requests details including: Workstation ID, problem description, and contact phone number.
• Escalate to application/network teams and/or local Site Manager/Administrator
• Complete trouble tickets when confirmation is received from support team\
• Organize consumable items pertaining to kiosks