IT Service Desk Administrator

The Allegheny County Airport Authority [ACAA] invites you aboard our mission to create meaningful travel experiences in the aviation industry. As Pittsburgh s gateway to the world, both Pittsburgh International Airport and Allegheny County Airport serve as beacons of change and connectivity for our region. As a member of our crew, you will directly serve, inspire, and advance our community in significant ways that impact the daily lives of others and the future of our organization. Whether you have a passion for travel, an appreciation for aeronautics and aviation, or an unparalleled love for the city of Pittsburgh, ACAA provides the opportunity for the next chapter of your career to take flight.

Our culture is one that emphasizes high performance, innovation, and learning. We know that those things only happen when everyone who works in an organization is properly empowered, equipped, and enabled in their roles to make an impact. At ACAA success is a shared responsibility, and we look forward to supporting and developing the unique strengths you could bring to our team.

Job Summary

The ACAA s IT Service Desk Administrator will report to the Manager, IT Service Desk and assumes responsibility for tracking, troubleshooting, triaging, and resolution of IT Service requests and activities. The incumbent will also perform work involving all aspects, maintenance and support of Information Technology infrastructure and software applications.

Here is how the IT Service Desk Administrator will help:

• Provide first and/or second level technical support utilizing IT Service Desk (Help Desk) portal for computer and software systems.
• Conduct installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, security and peripheral devices.
• Provide 24/7 on-call IT technical support including, but not limited to, Microsoft applications, operating systems, network connectivity and infrastructure hardware.
• Identify and procure the hardware or software needed to optimize the network, satisfy user requirements, and meet the needs of the business.
• Troubleshoot, document and resolve issues in a timely manner for assigned projects.
• Maintain inventory for all hardware, developing and maintaining tracking system for ACAA phones, laptops, iPads, etc.
• Maintain all desktop cable management and hardware support.
• Perform software and application development, installation, and upgrades.
• Research, recommend and install computerized enhancements that optimize network availability.
• Provide highly engaging customer service, and quick responses, as it relates to IT Service Desk and system maintenance.
• Provide necessary on-site support to all IT device locations.
• Perform other related tasks as assigned or required.

The successful candidate for the role of IT Service Desk Administrator will demonstrate the following key competencies needed in our culture:

• Communication - Proactively conveys a clear, convincing, and timely message; Communicates effectively using two-way communication through strong verbal, written, and listening skills
• Strategic Thinking - Thinks big picture ; Forward thinking and adept at seeing future outcomes and results; Commits to a course of action to accomplish individual, team and organizational goals
• Team Builder - Recognizes the value of team-work and being an effective contributor to the team that drives desired results
• Customer Centricity - Aware of customer needs and the prioritization of our customers both internal and external; Makes decisions with the customer in mind; Builds strong customer relationships

Qualifications

The following requirements list the minimum education/training/experience required to qualify for the role of IT Service Desk Administrator job. An equivalent combination of education and/or experience may be accepted.

• A Bachelor s degree from an accredited four-year college or university in Information Systems, Computer Science or a related field from an accredited college/university,
• Three years work-related experience in desktop and/or network and telecommunication maintenance and support
• Preferred certification in CompTIA A+, Microsoft MCTIP, or equivalent
• Possess, or obtain prior to employment, a valid driver s license. Note: license must be maintained throughout employment.

We also expect that candidates will demonstrate the following knowledge, skills, and abilities in most cases:

• Technical expert in Microsoft applications, including all Microsoft Windows operating systems, Microsoft Server 2016/2019, MS Windows 10 and Microsoft Office 365
• Teams collaboration tool including Teams meetings and messaging
• Service Now experience
• DNS, WINS, DHCP, Active Directory, Group Policy, Citrix configuration and deployment.
• Virtual meeting platforms such as WebEx, Zoom, and Teams
• Infrastructure switches, desktop imaging and rollout, network printers
• Knowledge of WSUS patch management and WDS deployment of images and drivers
• MacOS and Ios knowledge and troubleshooting
• MDM platforms such as Maas360 and Jamf

Don t meet every requirement?

Studies have shown that women and people of color are less likely to apply to jobs if they don t meet every single qualification. As a Smarter Airport, we recognize that talent is not always related job history and skills come from valuable experiences that aren t always shown on a resume. If you are excited to make a positive change for our region, but your experience doesn t align perfectly, we encourage you to apply. You may be the right candidate for our organization, whether it be this role or another.

Caring For Our Crew

At ACAA, we ve got you covered. That applies to how we equip, empower, and enable our people to do their jobs. It also applies to our benefits, which are broader and more valuable than what many other employers offer:

• We offer two plan options for healthcare coverage from high-quality insurance carriers, as well as an ACAA-funded Health Reimbursement Account (HRA) that will help offset the cost of many medical expenses.
  • ACAA employees pay almost $1,200 less per year in healthcare payroll contributions than the average employee in other companies, according to market surveys.
  • When HRA funding is included, the health-plan deductibles paid by ACAA employees are about $1,200 lower on average than the costs paid by employees of other companies.
  • ACAA does not require that employees meet a separate deductible for pharmacy expenses before prescription-drug coverage kicks in.
• ACAA s dental plans (included with healthcare coverage) offer an option covering children s orthodontia.
• Employees also can take advantage of a Flexible Spending Account (FSA) to help pay for health care and dependent care expenses on a pre-tax basis.
• All eligible full-time ACAA employees participate in the Allegheny County Employees Pension Plan, a defined-benefit plan that vests after 10 years of service.
• Employees also may participate in a Deferred Compensation Plan, which allows them to contribute part of their pay on a pre-tax basis into long-term retirement investments.
• A robust Employee Assistance Program (including access to free counselling sessions, financial guidance, and care coordination), life insurance options, a wellness program, and eligibility for the Public Service Loan Forgiveness program round out ACAA s exemplary benefits.
• Employees may enroll their children from 6 weeks to 5 years of age in our on-site preschool and childcare center, La Petite Academy, at Pittsburgh International Airport.

About Allegheny County Airport Authority

Allegheny County Airport Authority, which manages Pittsburgh International Airport (PIT) and Allegheny County Airport (AGC), is committed to transforming Pittsburgh s airports to reflect and serve the community, inspire the industry, and advance the region s role as a world leader.

Pittsburgh International Airport serves nearly 10 million passengers annually on 17 carriers and was named by Fast Company magazine as One of the Most Innovative Companies in the World as well as a finalist in its World Changing Ideas awards, both in 2020. PIT s first-of-its-kind microgrid which completely powers the airport campus through natural gas and solar energy has won numerous awards for resiliency and sustainability.

PIT is in the midst of an ambitious terminal modernization that will make the passenger experience more efficient and deliver real opportunity for the region. The $1.4 billion new terminal program will construct a smarter, greener airport, inspired by the best of our region. The updated terminal lands in 2025 and will be the first airport terminal in the U.S. to be built from the ground-up post-pandemic, designed and constructed with the highest public health standards in mind.

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