RDU Airport Authority provides a world-class customer experience for millions of passengers traveling to or through the airport. Our organization honors leadership, integrity, teamwork, excellence and respect. We’re known for innovation, and we need skilled professionals to match our team. Here at RDU, we’ve created a culture that attracts bright, passionate and caring people who sincerely want to do their best for our internal and external partners. Our organization offers a dynamic, fast-paced environment that promotes teamwork, creativity and collaboration. As a team member at RDU, you can expect to make a difference through your work, to have a direct impact on the achievement of a very meaningful mission, to advance your career trajectory, and to have room for fun and fulfillment in your daily life.
Does this sound like the challenge that you have been searching for? If so, please consider applying for the Desktop Support Technician position at the Raleigh-Durham Airport Authority.
This Desktop Support Technician position is best filled by an individual with five (5) to seven (7) years of experience in IT with an emphasis on desktop and customer support in a high tempo environment.
The ideal candidate will posses the following skills and/or experience to be successful in this role:
Must have a high level of customer service and possess an A+ Certification
Must have 5-7 years of experience in IT with an emphasis on desktop and customer support
Must have a minimum of 2 years experience in providing user-level support & troubleshooting Windows 10 OS, Apple Mac OS
Must have a minimum of 2 years experience providing user-level support & troubleshooting Microsoft Office 365 Application Suite (Outlook, Calendar, Word, Excel, PowerPoint, Project, Visio, OneNote, OneDrive, Teams, Planner, Lists, To Do, and SharePoint)
Must have a minimum of 2 years experience providing user-level support & troubleshooting various 3rd party Applications, including, but not limited to, Adobe, MS Edge, Chrome
Must have a minimum of 2 years experience providing user-level support & troubleshooting Mobile Devices, including iOS, Android devices (experience with MS Intune preferred)
Must have a minimum of 2 years experience providing user-level support, setup & troubleshooting automated and manual Audio/Visual systems, including video collaboration applications using MS Teams and Cisco WebEx.
At RDU, your career goals guide our efforts. Most importantly, here at RDU, we fly high and help people find freedom. Freedom to land in a place that fits today, and one that fits in the future. Freedom to find clarity in chaos, to lean into transition and achieve growth. Freedom to thrive, on both sides of the equation. RDU provides an opportunity to work with an awesome team, all dedicated to our core values of Learning, Integrity, Team, Excellence, and Respect.
If you are interested in working for a rapidly expanding, medium-sized local government organization that provides great benefits, opportunities to advance, and free parking, then RDU may be your next and best career move!
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
Answers Help Desk line, enters, screens, and assigns tickets. Monitors the Help Desk support queue. Performs First Call Resolution whenever possible. Determines if tickets require escalation to Tier 2 and Tier 3 support.
Provides Desktop Hardware & Software Support Services including, but not limited to, desktop, laptop, tablet, mobile phone, OS & applications, asset management, network connectivity, and VPN remote connectivity.
Provides daily Tier 1 and basic Tier 2 software and hardware troubleshooting and resolution. Performs initial troubleshooting of file & folder access, applications, and PC performance issues.
Deploys computer and computer-related hardware and software to users as assigned.
Provides Helpdesk support to all levels of management, including CEO, C-Suite, and Board Members.
Performs network and voicemail user password resets.
Provides customer assistance/training for desktop system software and application use.
Configures, deploys, and troubleshoots end-user systems using Microsoft and Ivanti Landesk tools.
Works with other departments to ensure proper system functionality. Works with internal IS departments and external organizations to provide efficient and effective support.
Administers assigned IS Notification Forms related to new installations, moves, additions, and changes. Creates helpdesk master tickets and any associated sub-tickets to other IS departments for appropriate actions.
Provides end-to-end administration of all assigned IS Notification master and sub-tickets assigned. Escalates items to management as appropriate.
Collects, delivers to storage, and documents IS Desktop Support e-waste. Provides completed e-waste forms to management.
Creates and administers helpdesk tickets related to printers, scanners, and other imaging devices and those related to requested support, configuration, and installation of Audio/Visual setups.
Configures, installs, repairs, and maintains Authority-owned printers, scanners, and other imaging devices. Provides printer cartridge replacements for Authority-owned printers as assigned.
Answers questions and assists end-users about the operation of computers, software applications, printers, scanners, and Audio/Visual systems.
Provides Audio-Visual and Virtual Meeting setup, support, and diagnostic services to end-users.
Performs related work as required.
Minimum Qualifications, Required Licenses or Certifications, Education and Experience
Education: Associate degree in computer engineering / information / support technology or related. Equivalent combination of education and work experience will be accepted.
Experience: Five (5) to seven (7) years of experience in IT with an emphasis on desktop and customer support.
Required Licenses or Certifications: A+ Certification
Preferred Licenses or Certifications: CompTIA Network+ Certification, Microsoft 365, Office, Teams & Windows 10 Certifications
Skills, Competencies, Expertise, and Personal Attributes for Successful Performance of Job Duties
Knowledge of:
Windows 10 and Apple Mac X Operating Systems.
Windows O365 Suite of applications.
Personal Computer Hardware.
Advanced Windows troubleshooting techniques and hardware diagnosis.
Industry best practices and standard operating procedures.
ITIL framework and ITSM processes such as Incident, Problem, Change, and Knowledge Management Processes.
TCP/IP, DHCP, and networking fundamentals.
AC/DC Circuits.
Modern office procedures, methods, and computer equipment.
Skilled in:
Providing user-level support & troubleshooting Windows 10 OS, Apple Mac OS.
Providing user-level support & troubleshooting Microsoft Office 365 Application Suite (Outlook, Calendar, Word, Excel, PowerPoint, Project, Visio, OneNote, OneDrive, Teams, Planner, Lists, To Do, and SharePoint.
Providing user-level support & troubleshooting various 3rd party Applications, including, but not limited to, Adobe, MS Edge, Chrome.
Providing user-level support & troubleshooting Mobile Devices, including iOS and Android devices. Experience with MS Intune preferred.
Providing user-level support, setup & troubleshooting printer issues, including, but not limited to, Hewlett Packard printers.
Providing user-level support, setup & troubleshooting automated and manual Audio/Visual systems, including video collaboration applications. Experience with MS Teams and Cisco WebEx preferred.
Providing computer hardware upgrades on memory and storage devices.
Utilizing test equipment such as Digital Volt/Ohm Meters and Network/Cable Diagnostic Analyzers.
Utilizing strong written and verbal communication skills to analyze and resolve end-user issues.
Utilizing strong organizational and time management skills.
Identifying continuous improvement areas and opportunities within the department and organization.
Utilizing interpersonal skills necessary to develop and maintain effective and appropriate working relationships.
Performing various duties, often changing from one task to another of a different topic.
Performing essential mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios.
Ability to:
Follow, implement, and demonstrate the Authority’s core values and serve as a positive example to team members, colleagues, and management.
Communicate information and instructions clearly and effectively to end-users in terms that are easy to understand.
Work calmly and efficiently in a fast-paced and occasionally high-stressed environment.
Work effectively with other members of the Information Services organization.
Resolve advanced and complex Desktop Support issues thoroughly and expeditiously.
Create and maintain documentation and SOPs for Desktop Support.
Read, write, understand, and speak English fluently.
Work effectively in a team environment.
Formulate sound conclusions.
Think independently and work with minimal supervision when required.
Exhibit and utilize robust troubleshooting methods and techniques.
Handle difficult situations with tact and diplomacy.
Meet schedules and deadlines as assigned.
Adjust priorities based on multiple dynamic factors.
Present training materials to small and medium-sized audiences.
Understand and carry out oral and written directions.
Maintain paper documents and electronic files.
Follow procedures and policies related to all facets of the job, including handling sensitive data and information.
Maintain the confidentiality of information and professional boundaries.
Be on-call and carry rotating pager as assigned.
Perform other duties as assigned.
Work Environment and Conditions
The work environment and exposures described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Positions in this class typically require typing, talking, hearing, seeing, grasping, standing, walking and repetitive motions as well as stooping, kneeling, crouching, reaching, climbing, balancing, pushing, pulling and lifting. Incumbents may be subjected to moving mechanical parts, odors, dusts, poor ventilation, chemicals, oils, extreme temperatures, inadequate lighting, intense noises and workspace restrictions.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The position involves medium physical demands, such as exerting up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects.
RDU Airport Authority Employee Benefits
At RDU, you’re not just a blip on the radar. We appreciate you and care about your health, happiness and future. Here’s a snapshot of our awesome benefits!
Work-Life Harmony
Paid Vacation Leave
Paid Sick Leave
11 Paid Holidays
Flexible Holiday Options
Health and Wellness
Comprehensive Wellness Program
On-site Fitness Classes & Employee Fitness Center Access
Health Savings Account (HSA) – with matching employer contributions
Flexible Spending Accounts – medical and dependent care options
Opportunities for employer paid or discounted insurance plans
Financial Wellness
Tuition assistance and career development
Shift Differential pay
401(k) plan, Traditional and Roth options – with matching employer contributions
457(b) plan, Traditional and Roth options
NC Pension Retirement Pan
Employee Discounts – cell phone service plans, RDU Airport Terminal stores and restaurants.
At RDU, your career goals guide our efforts. Most importantly, here at RDU, we fly high and help people find freedom. Freedom to land in a place that fits today, and one that fits in the future. Freedom to find clarity in chaos, to lean into transition and achieve growth. Freedom to thrive, on both sides of the equation. RDU provides an opportunity to work with an awesome team, all dedicated to our core values of Learning, Integrity, Team, Excellence, and Respect.
Education
Preferred
Some college or better
Technical/other training or better
Bachelors or better
Associates or better in Computer Science
Licenses & Certifications
Required
A+ Computer Cert.
Skills
Preferred
Research & Analytics
Oracle
Written Communication
Verbal Communication
Time Management
Teamwork
Problem Solving
Microsoft Word
Microsoft Outlook
Microsoft Excel
Microsoft Access
Listening
Customer Service
Critical Thinking
Behaviors
Preferred
Thought Provoking: Capable of making others think deeply on a subject
Team Player: Works well as a member of a group
Results Driven: Utilizes all available resources effectively in delivering desired results
Respectful: Treats everyone with honesty and dignity
Professionalism: Respond to confrontational situations in calm manner
Loyal: Shows firm and constant support to a cause
Innovative: Consistently introduces new ideas and demonstrates original thinking
Knowledgable: Understands job and complies with policies and procedures
Functional Expert: Considered a thought leader on a subject
Enthusiastic: Shows intense and eager enjoyment and interest
Effective Communicator: Communicate issues and makes recommendations
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Dependable: Stays focused and executes tasks
Dedicated: Devoted to a task or purpose with loyalty or integrity
Customer Focus: Understands who customers are
Critical Thinker: Process information
Collaborative: Supports organization and team goals
Business Oriented: Applies broad knowledge and seasoned experience in addressing complex issues
Active Listener: Listen effectively and understand the topic at hand
Motivations
Preferred
Self-Starter: Does not require outside inspiration to be motivated
Goal Completion: Inspired to perform well by the completion of tasks
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
