Service Desk Technician IIISaltchuk Aviation is a family of diversified air cargo and aviation services companies. We operate Part 121, 135, and 145 certificates. We create connections by serving customers and communities in the U.S. with reliable and efficient aviation services. Saltchuk Aviation employs over 900 employees in the air cargo, ground handling, aircraft maintenance, aviation logistics, and air freight on-demand charter sectors across five operating companies. Across its portfolio, Saltchuk Aviation transports over 380 million pounds of freight annually. Specifically, Saltchuk Aviation operating companies/brands include: Northern Air Cargo (NAC): Has served as the largest all-cargo airline in Alaska since 1956 and provides a diverse array of air transportation options. The airline operates out of its primary base at the Ted Stevens Anchorage International Airport, serving 13 communities throughout the state. The mission of Northern Air Cargo (NAC) is to provide safe, reliable aviation cargo services for our customers and create a place for employees to build long-term careers. Northern Air Maintenance Services, LLC (NAMS): Is a Part 145 certified repair station that provides maintenance/ground services to a major oil exploration and production company on a year-round basis. In addition to maintenance services, NAMS provides all below-wing services including baggage handling, catering, aircraft servicing, passenger loading, etc. Ryan Air, Inc. (Ryan): A Part 135 air carrier, operates a fleet of 23 aircraft including Cessna 207s, Cessna 208s, Casa 212s, SAAB 340s, and Pilatus PC-12s, and utilizes a hub-and-spoke model to deliver bypass mail, general freight, and to a smaller extent, passengers to over 70 villages in rural Alaska. Aloha Air Cargo (AAC): Is the largest air freight carrier in the state of Hawaii and is a vital transportation provider to business, government, and non-profit entities. AAC moves approximately 350,000 pounds of diverse cargo, including perishables and priority packages, per day to all the major destinations (Honolulu, Kahului, Lihue, Kona, and Hilo).Aloha Tech Ops (ATO): Provides aircraft maintenance and repair services to several airlines flying to all the major destinations in Hawaii. ATO provides over 2,000 pre-departure checks monthly to its various customers. The Service Desk Technician III serves as a senior technical resource responsible for the support, administration, and continual improvement of the end-user computing environment for Saltchuk Aviation Shared Services and its Operating Companies. This position researches, plans, implements, and supports technologies that enhance system reliability, security, and end-user productivity. The Service Desk Technician III participates in and may lead enterprise-wide technology initiatives, evaluates and implements new technologies, and provides advanced technical troubleshooting and mentorship to Service Desk Technicians I and II. This role serves as a subject matter expert in desktop engineering and end-user technologies, including Windows operating systems, desktop applications, mobile and wireless devices, multifunction printers, endpoint management, and proximity access control systems.
Essential Duties and Responsibilities:
Provide advanced technical support and resolution for incidents, service requests, and problem tickets, including root cause analysis and corrective action recommendations.
Support and maintain physical and virtual desktop environments.
Serve as a technical resource and mentor to Service Desk Technicians I and II, providing training, guidance, and escalation support.
Gather business and technical requirements for new technologies and assist with solution design and implementation.
Provide advanced support for Active Directory, Group Policy, desktop management tools, and endpoint technologies.
Develop, maintain, and document desktop engineering standards, policies, procedures, and best practices.
Develop and maintain desktop services documentation, disaster recovery plans, and business continuity procedures; participate in testing and recovery exercises.
Support Microsoft Windows desktop operating systems in enterprise environments.
Collaborate with Infrastructure teams to manage desktop applications, software deployments, security patches, and operating system updates through endpoint management tools.
Configure, administer, and support mobile device management (MDM) solutions.
Review and maintain desktop asset configuration items, identifying trends and opportunities for improvement.
Perform software license compliance reviews and audits as required.
Participate in an on-call support rotation and respond to after-hours support needs when necessary.
Travel occasionally for special projects, training, and support of remote operating locations.
Assist with gathering, documenting, and managing desktop technology requirements.
Coordinate desktop technology deployments and process improvements with ITS teams and business stakeholders.
Partner with Enterprise Applications and Infrastructure teams to identify and implement continuous improvement opportunities.
Recommend tools and solutions to improve desktop management, monitoring, reporting, and compliance.
Provide advanced troubleshooting and problem diagnosis related to desktop technologies, including Microsoft Windows, Active Directory, and Group Policy.
Assess and implement hardware and performance upgrades for desktops, laptops, and related hardware.
Maintain accurate inventories of computing equipment, software, and peripheral devices, including documentation of installations, repairs, failures, replacements, and removals.
Maintain configuration items and asset records within the IT Service Management (ITSM) platform.
Analyze incident trends and documented resolutions to identify and prevent recurring issues.
Assist with long-term planning and capacity management for computing hardware, software, and peripheral equipment.
Collaborate with ITS teams, Change Advisory Board (CAB) members, and stakeholders to resolve incidents effectively and efficiently.
Support hardware and software releases, upgrades, and deployments in accordance with Change and Release Management processes.
Document solutions, procedures, and troubleshooting steps within the knowledge management system.
Support and reinforce service level agreements (SLAs) to ensure high-quality customer service and end-user satisfaction.
Minimum Qualifications:
Minimum of five (5) years of progressively responsible information technology experience.
Bachelor's degree in Computer Science, Management Information Systems, or a related field. Additional relevant experience may be substituted for education on a year-for-year basis.
Excellent customer service and customer support skills.
Strong technical knowledge of both client and server-based technologies.
Strong knowledge of Windows desktop and server operating systems in an enterprise environment, including architecture, design, administration, and best practices.
Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM), Microsoft Office applications, Windows operating system management, and mobile device management solutions.
Microsoft certifications preferred.
CompTIA A+ certification required.
Strong analytical, problem-solving, and presentation skills.
Excellent interpersonal, organizational, written, and verbal communication skills, including the ability to explain technical concepts to non-technical users.
Ability to work independently with limited supervision.
Demonstrated ability and willingness to learn new technologies and concepts.
Ability to manage multiple priorities, projects, and tasks in a fast-paced environment.
Ability to maintain attention to detail and accuracy while working under pressure.
Ability to work effectively in a collaborative team environment.
Ability to respond to emergency support requests outside of normal work hours.
Demonstrated ability to follow through on assignments and meet established deadlines.
Ability to create and maintain technical documentation, procedures, and knowledge base articles.
Ability to communicate information clearly, professionally, and concisely.
Ability to lift up to 50 pounds and work in confined spaces when necessary.
While performing the duties of this position, the employee is regularly required to sit, speak, hear, and use hands and fingers to operate computer equipment and related technology.
Disclosure:
The intent of this Description is to provide a representative summary of the major responsibilities performed and results expected by persons assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. Incumbents may be required to perform other job-related tasks other than those specifically presented in this description.
Equal Opportunity Statement:
All qualified applicants will receive consideration for employment without regard to
