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Enterprise Support Technician II

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CategoryPilots

LocationLas Vegas, NV

DeptInformation Technology

Employment typeFull-Time

Summary The Desktop Support Technician is responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Must monitor the queue and handle/distribute tickets to ensure issues are addressed in a timely manner. They must have strong interpersonal skills to analyze user problems and requirements and make recommendations to satisfy the identified issues. They need the ability to quickly determine the cause of an issue and be able to escalate the issue to the appropriate team for resolution. They will play a key role in the building and maintaining customer relationships Visa Sponsorship Available No Minimum Requirements Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check. Education:  High School Diploma/GED Certification: CompTIA IT Certifications Years of Experience: Minimum two (2) years of experience. •Solid experience in servicing desktop, laptop, phone, mobile device hardware, and printers •Working knowledge of remote connectivity software such as RDP, SCCM, and Cisco VPN. •Knowledge of DNS, DHCP and Active Directory. •Fundamental understanding of networking connectivity issues. •Experience with desktop operating systems, including Windows XP/7/10. •Experience with various anti-virus/anti-spy and imaging software products. Ability to learn new ones and help to maintain the database of PCs to ensure that they are all secure. •Ability to lead deployments and move projects as the main point of contact. •Ability to look at a technical issue and determine if it is a telecom, networking or server issue. •Ability to work with remote users and guide them over the phone. •Excellent organizational, communication, time management, and problem-solving skills. •Knowledge of ticketing systems. •Ability to write processes and procedures for people to follow. •Ability to work independently as well as in a team to achieve tasks in a timely manner. •Available for evening and weekend work, as necessary. •While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus. •Perform well in high-energy, dynamic and team-oriented environments. •Ability to work in a team environment. •Possess effective verbal and written communication skills. •Strong knowledge of Microsoft based operating systems. •Consistently seeks to develop self and skills needed to be prepared for future opportunities. •Have the ability to learn as you go, especially for software applications that you may not be familiar with or use every day. Preferred Requirements •Bachelor’s Degree or Associate's in an IT-related discipline. •Active Directory knowledge. Job Duties •Install and test computer systems and peripherals. •Troubleshoot and maintain of computer systems and peripherals to ensure the ongoing usability of the equipment. •Identify the root cause of hardware issues and replacement of components as needed. •Utilize ticketing system to document and prioritize work. •Respond to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. Help to train where needed or provide documentation. •Assist the Systems, Network and Telecom groups during testing and troubleshooting of issues. This includes replacing cables or parts and working with vendors to ensure everything is working properly. •Deploy, manage, and support of IPads, tablets, mobile devices •Active Directory Users and Computers Management. Understand GPOs to see what is supposed to be installed and to make sure that we are as secure as possible with accounts. •Answer questions surrounding the installation, usage, and training on hardware and software products. •Interact with internal and/or external escalation resources to resolve complex technical issues. •Acquire and maintain a basic understanding of the location Local Area Network (LAN) setup/topology in order to troubleshoot network issues that may occur at the site. •Maintain the inventory of devices and parts associated with Networking, servers and all associated parts. •Maintain Desktop related documentation such as inventories and Return Merchandise Authorization (RMA) tracking. •Contribute to technical support documentation of resolutions, processes, and procedures. •Work with internal and external auditors to provide evidence for requests. •Other duties as assigned. Physical Requirements The Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role. Office/IT - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, key board, printer, and phone. May be required to lift, push, pull, or carry up to 50 lbs. May be required to work various shifts/days in a 24 hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role. Essential Services Provider Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited by local, state or federal order. EEO Statement Equal Opportunity Employer: Disability/Veteran For more information, see https://allegiantair.jobs People of color, women, LGBTQIA+, immigrants, veterans and persons with disabilities are encouraged to apply.
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