IT Support Associate - Level 2

The IT Support Associate - Level 2 will design, implement, and maintain user technology and user-based applications, ensuring timely telephone and on-site support aligned with IT service level agreements. The role also coordinates call center activity, manages support queues and escalations, and communicates outstanding IT issues to the IT manager.

Location and Compensation

• Location: Grapevine, TX 76051 (onsite)
• Pay: USD 22 per hourly

Role Summary

This position provides IT support for end users by handling requests and incidents in accordance with service level agreements. Responsibilities include incident assignment to the appropriate support level, operational support management such as escalation procedures, and daily communication of outstanding IT issues to the IT manager. The role also manages support queue deployment of resources.

Key Responsibilities

• Design, document, research, develop, test, implement, or modify user technology based on user and system specifications.
• Provide telephone and on-site user support in line with IT service level agreements.
• Manage the support queue to enable proper deployment of resources.
• Manage and maintain operational support activities, including escalation procedures and service levels.
• Administer and manage IT hardware and software assets.
• Communicate all IT outstanding issues to the IT manager on a daily basis.
• Perform other duties as assigned.

Required Education

• High School or better

Technology Scope

• Backup technology

Requirements

• High technology aptitude, consistently constructive attitude, and strong customer service mentality.
• Vendor management experience.
• Excellent communication skills and a client-service orientation.
• Operating Systems Administration, Applications Administration, Backup technology, and network experience.
• Familiarity with escalation procedures and service level agreements.
• Ability to work effectively with all levels of management, staff, and clients.
• Ability to travel based on operational requirements.
• Dependable, reliable, and responsible approach to fulfilling obligations.
• Ability to read, write, and speak fluent English.
• Must pass a pre-employment medical and drug test, and be able to lift up to 35 lbs.
• Must become familiar with company policies and procedures.

Safety, Security, Wellbeing and Compliance

• Take reasonable care for the health, safety, and wellbeing of self and others in accordance with provided information, training, and workplace health and safety rules or procedures.
• Company commitment to maintaining a safe working environment for all staff members.
• Potential risks on company sites related to misuse of alcohol and drugs.
• Prohibition of alcohol and drug misuse, including regular testing to enforce the Substance Misuse Policy.

Professional Standards

• Respectful, supportive, and friendly approach.
• Clear and honest communication.
• Passionate and driven work style.
• Flexible and understanding of changing priorities and situations.
• Punctual and reliable.
• Confident and focused.

Diversity and Equal Opportunity

• Menzies Aviation is an equal opportunity employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity.
• Commitment to an inclusive working environment where different knowledge, perspectives, experiences, and approaches of the global workforce are represented.
• Efforts to ensure everyone feels valued and can reach full potential.
• Use of a variety of resourcing tools may be part of recruitment to help understand skills and experience.
• Candidates may request reasonable adjustments to the process by contacting the recruiter.
• Candidates will be considered for fit with company values, available via the provided link.

Licenses and Certifications

• Drivers License