CMTS LLC is hiring an IT Technical Support I to support the Airport Development Group (ADG) at Los Angeles International Airport (LAX). In this hybrid role, you will help keep airport IT operations running smoothly by troubleshooting incidents across endpoints, software, networking, and systems, while also supporting onboarding, offboarding, and equipment deployments.
Role Overview
You will provide comprehensive help desk and technical support for ADG personnel, diagnosing and resolving hardware, software, network connectivity, and operating system issues. The position includes analyzing production outages and technical incidents, maintaining accurate documentation and ticket records, and coordinating timely resolution based on severity and operational impact. You will also assist with workstation preparation, computer configuration, equipment deployment, user access requests, and equipment recovery during employee onboarding and offboarding.
What You’ll Do
- Deliver daily help desk support by responding to incoming service requests, emails, technical issues, and system-related incidents.
- Diagnose and troubleshoot hardware, software, network connectivity, and operating system issues using established IT support procedures.
- Review production outages and technical incidents, determine severity and operational impact, document findings, and coordinate resolutions.
- Create, manage, update, and track IT service requests in Freshdesk, ServiceNow, and other ticketing/incident management systems.
- Support onboarding and offboarding, including workstation preparation, computer configuration, equipment deployment, access requests, and equipment recovery.
- Install, configure, maintain, and troubleshoot Windows 10 and Windows 11, including updates, security patches, drivers, and related applications.
- Provide technical support for Microsoft Office and Microsoft 365 apps, including Outlook, Word, Excel, PowerPoint, OneDrive, and Microsoft Teams.
- Troubleshoot PC hardware issues, including motherboards, memory, storage devices, power supplies, and other components.
- Investigate LAN/WAN connectivity, wireless networks, VPN connections, IP address conflicts, and common network infrastructure problems.
- Install, configure, maintain, and relocate IT hardware and software across airport facilities.
- Coordinate workstation deployments and employee relocations across multiple areas of the airport campus.
- Provide on-site technical assistance during department-sponsored events, meetings, and other operational activities.
- Conduct computer orientation sessions and provide technical training for newly hired personnel and department staff.
- Maintain accurate technical documentation, service ticket records, equipment information, and troubleshooting procedures.
- Communicate service request status, unresolved incidents, and technical recommendations to management, end users, and other IT personnel.
- Assist with data coordination, conversion projects, and other IT-related operational initiatives.
- Work with internal departments, technical teams, and airport personnel to support effective IT service delivery.
- Perform additional technical support duties and work alternative shifts when needed to meet operational requirements.
Required Experience
- Minimum five (5) years of professional experience in IT technical support, help desk operations, desktop support, or a related technical field.
- Demonstrated experience troubleshooting computer hardware, software applications, operating systems, and network connectivity issues.
- Proficiency in Windows 10 and Windows 11 installation, configuration, maintenance, and troubleshooting.
- Strong working knowledge of Microsoft Office and Microsoft 365 apps (Outlook, Teams, OneDrive, Excel, Word, PowerPoint).
- Experience using IT service management platforms such as Freshdesk, ServiceNow, or similar ticketing systems.
- Knowledge of LAN/WAN networks, wireless connectivity, VPN troubleshooting, and common network configurations.
- Experience supporting employee onboarding, offboarding, equipment provisioning, and workstation deployments.
- Ability to prioritize multiple support requests and communicate progress effectively.
- Strong written and verbal communication skills, including the ability to explain technical topics to nontechnical personnel.
- Experience managing data coordination and conversion projects.
- Ability to lift at least 40 pounds and travel between multiple locations within the airport campus.
- Flexibility to work varying shifts based on operational needs.
Technology Stack
- Windows 10, Windows 11
- Microsoft Office, Microsoft 365
- Outlook, Microsoft Teams, OneDrive, Excel, Word, PowerPoint
- Freshdesk, ServiceNow
- LAN/WAN, VPN
Education
- Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
- Equivalent professional experience of five (5) years or more may be considered.
Benefits
- Opportunities to work on high-impact infrastructure projects across the United States and the U.S. Virgin Islands.
- Collaborative and growth-focused team environment.
- Competitive compensation.
- 100% company-paid medical, dental, vision, 401k, life, and long-term disability insurance coverage for the employee.
- Career advancement and professional development opportunities.
Salary
USD 86,000 - 93,000 per year. Compensation is based on qualifications, experience, skills, certifications, and other job-related factors. A bonus may be granted depending on individual performance, employee utilization, attendance, tenure, and other non-financial corporate goals at management’s discretion.
