Textron Aviation Help Desk Analyst I

Position Overview

Department: Ennovar Tech Services and Solutions.

Campus Location:

Hire Type:

Work Schedule:

Key Responsibilities

• Troubleshoot & support software applications, various hardware/software configurations, run testing & diagnostics, and perform PC imaging/end user data back-up.
• Identify, research, and resolve technical problems and escalate issues to other support teams when necessary.
• Document incidents by clearly recording the issue, troubleshooting steps taken, and comments in an incident management system.
• Resolve issues with client-specific applications using provided Knowledge Base articles.
• Follow established guidelines, interpret policies, evaluate unique circumstances, and make recommendations.
• Exercise independent judgment within defined practices and procedures to determine the appropriate course of action.
• Act as an informed team member by providing analysis of information and contributing to limited project direction.

Required Qualifications

• High school diploma or equivalent.
• Ability to remain in a stationary position.
• Ability to operate a computer and other office equipment including phones, printers, copiers, and calculators.
• Strong communication skills to accurately exchange information.

Preferred Qualifications

• Excellent customer facing skills.
• Good written and verbal communication skills.
• Intermediate level of subject matter knowledge to solve a variety of common IT and business issues.
• Ability to work on problems/projects of moderately complex scope.
• Experience and understanding of ticketing systems (e.g. Service Now).
• Experience using ticket tools including responding to priorities, providing timely updates, and ensuring prompt closure.
• Working technical knowledge of standard Windows operating systems and Commercial Off-the-Shelf (COTS) software.
• Familiarity with Windows 7/10, Microsoft 365, and printer setups.
• CompTIA A+ and/or Microsoft certification is desirable, but not required.