IT Service Desk Analyst Intern

Why You'll Love This Job

Headquartered in Plano, Texas, Atlantic Aviation welcomes customers at more than 100 fixed base operator (FBO) locations – from the Hawaiian Islands to Caribbean islands and all points in between throughout the US. We offer a wide range of aircraft ground handling and flight hospitality services, including fueling and line services, hangar and ramp storage, modern executive terminals for passengers and crews, and much more. We are firmly committed to diversity, equity, and inclusion throughout our network and aspire to be the employer of choice in our dynamic segment of aviation. We invest in enhancements to our safety, service, technology, and strategic infrastructure in order to provide more choices, improved experiences, and better value for customers. Atlantic Aviation intends to lead the way to a more sustainable future for business and general aviation. Atlantic Aviation is “local everywhere” - providing a safe, friendly, and familiar experience across North America. To learn more about Atlantic Aviation or to make a reservation at any of our 100+ FBOs, visit AtlanticAviation.com.

Website

http://www.AtlanticAviation.com

POSITION PURPOSE

IT Service Desk Analyst (Tier 1) is Generalist Support Technician that provides intake, triage, and first level support of all contact requests from end users, using our ServiceNow ticketing system. The IT Service Desk supports a vast amount of different technologies and products across the companies we support. IT Service Desk Analysts must be constantly willing to grow & learn, following multiple processes, while ensuring their troubleshooting and information gathering with customers is properly documented. Both timeliness and response are critical success measures for the Tier 1 role, and there are multiple KPIs & SLAs that must be adhered to. 

If Tier 1 requires assistance, it is expected that they will reach out to the appropriate team member on Tier 2, IT Operations, or IT Applications to see if more can be done at the Tier 1 level. If escalation is needed, this would involve a warm transfer of responsibility or partnership with the appropriate corresponding team member to close the incident. 

ESSENTIAL FUNCTIONS INCLUDE (BUT NOT LIMITED TO): 

• Identifies, diagnoses, and resolves issues in an IT Service Desk environment including, but not limited to: 
  • PC desktop & laptop hardware, including working with various vendors as needed. 
  • PC software installation & updates. 
  • PC peripherals such as keyboards, mice, webcams, etc. 
  • Security camera hardware & software. 
  • Microsoft Outlook, Teams, Office, & other Microsoft products. 
  • Global Protect VPN. 
  • Active Directory & Adaxes. 
  • General applications, both enterprise/internal & public. 
  • Enterprise network / intranet, & Internet sites. 
  • Printer/scanner functionality & installation. 
• Occasionally taking escalations from Management and ensuring consistent communications to all levels of staff, including IT Management & the affected customers. 
• Provide world-class customer service when speaking with customers or assisting other Technicians and provide support of all IT Service Desk functions. 
• Communicates resolution details to affected end users & IT Management as needed. 
• Always use sound judgment to ensure a safe and accident free work environment. 
• Compliance with all Company policies and procedures. 
• Foster and maintain professional work relationships with operational leaders and co-workers. 
• Provides one-on-one remote problem resolution to end users, both over the phone and using available remote software tools. 
• Assists in the imaging & configuration of end-user PC desktop/laptop hardware, software installation & updates, peripherals, phones and other desk hardware, such as monitor mounts. 
• May be responsible for tracking and maintaining inventory as well as shipping and receiving. 
• Experience with Enterprise-level ticketing systems such as ServiceNow strongly preferred.