The Computer Operator I (Help Desk Technician) supports activities of the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by providing customer assistance related to routine inquiries / problems concerning applications, software, hardware, and network operations. The Computer Operator I works under close supervision and is provided detailed written or verbal guidance before and during assignments.
The FAA Customer Service Center (CSC) maintains 24/7 operations at all times, including during adverse weather conditions. Shifts may include nights, weekends and holidays. This position is also subject to working unscheduled overtime and assisting with coverage in the event of an absent coworker.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Under direct supervision, resolves common computer operating problems. Provides customer assistance with routine inquires in relation to problems associated with applications, software, hardware, and network operations issues.
Responds to requests for support via phone calls and emails promptly and professionally.
Monitors computer systems and operations, as needed.
Logs all events, and documents findings / actions / problem resolutions in the Customer Service and Desktop Support (CSDS) Information Technology Service Management (ITSM) software tool.
Follows and makes use of standard procedure documentation.
Resolves less complex events immediately, and escalates more complex events to second level support.
Provides periodic remote support.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
High school diploma or general education degree (GED) and a minimum of one (1) year relevant experience in a technical support role, preferably in a service desk or call center environment. Must possess, or have ability to obtain within four (4) months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification. Experience with Active Directory, Remedy ITSM or a similar problem / incident logging tool preferred. FAA or government contracting experience preferred.
CERTIFICATES / LICENSES / REGISTRATION
Ability to pass an FAA background investigation to work in a position of Public Trust
Help Desk Institute (HDI) Customer Service Representative (CSR) or Support Center Analyst (CSA) Certification required within 4 months of hire date
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Knowledge and understanding of the tools, concepts, practices and procedures related to an IT Help Desk Support environment
Basic knowledge and understanding of desktop support incident logging tools (i.e., Active Directory and Remedy ITSM)
Basic knowledge and ability to troubleshoot computer hardware / software issues
Excellent verbal and written communications skills with fluency in the English language (other languages welcome)
Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner
Ability to use tact in handling difficult individuals and/or situations
Solid critical thinking skills with ability to identify, analyze and resolve problems / issues
Ability to work in a fast-paced, stressful environment and to learn / apply new knowledge and techniques related to incident response
Detail-oriented with ability to accurately log incident tickets in a ticketing software system
Ability to effectively work both independently and in a team environment for the successful achievement of goals
Ability to lift 25 pounds
Flexible with ability to work a variety of shift assignments, including overtime and during inclement weather conditions
Ability to be reliable and punctual
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.