Textron Aviation Help Desk Analyst

Textron Aviation Help Desk Analyst I – Wichita State University

Seniority level:
Entry level

Employment type:

Full-time

Job function:
Information Technology

Industry:
Higher Education

This position requires access to EAR or ITAR controlled technologies. Applicants must be eligible for employment under U.S. export control laws and a U.S. Citizen.

The IT Support will be working in multiple areas of software and hardware. The ideal candidate will be someone who can provide in-person/face-to-face and/or remote end user Windows PC support services at our Enterprise Customers site. Supported services include software break-fix/remediation, Installation, Move, Add, & Change on end user hardware and software.

A student assistant will carry out administrative and technical tasks requested by a supervisor. Depending on the area the student assistant is employed in, they may assist and mentor other students or provide support throughout the campus.

• Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics and PC Imaging / End User Data Back-up
• Identify, research, and resolve technical problems and escalations to other support teams as necessary
• Document incidents/problems and clearly record troubleshooting steps and comments in an incident management system
• Resolve issues with client specific applications using provided Knowledge Base articles
• Follow established guidelines, interpret policies, evaluate unique circumstances and make recommendations
• Exercise independent judgment within defined practices and procedures to determine appropriate action
• Act as a team member providing analysis of information and limited project direction input

High school diploma or equivalent

• Excellent customer-facing skills
• Good written and communication skills
• Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues
• Ability to work on problems/projects of moderately complex scope
• Experience and understanding of ticketing systems (e.g. Service Now, etc.)
• Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pending states), prompt closure
• Working technical knowledge of standard Windows operating systems and COTS software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data)
• Software Basics:
  Windows 7/10, Microsoft 365, Printers
• CompTIA A+ and/or Microsoft certification desirable but not required

Ability to remain in a stationary position; operate a computer and other office equipment (phone, printers, copiers, calculators); communicate with others accurately and exchange information.