Essential Functions:

• Interacts with end users of Sun Country technology in-person, on the phone, and through virtual interactions in a fast-paced, hybrid call center and walk-up support model
• Documents interactions using Sun Country ITSM system of record by creating and resolving Incidents and Requests
• Asses, categorizes, and prioritizes incidents based on circumstances; escalates and responds within established SLA guidelines
• Partners with the Network, Infrastructure and Security teams to ensure equipment and processes meet all required security requirements
• Diagnose, configure, and resolve hardware and software technical issues
• Administer, support and mature the current software standards, processes and knowledgebase updates by submitting and/or requesting new Knowledgebase articles
• Authors Knowledge articles for newly discovered support items to ensure the Knowledgebase is relevant and current
• Respond to after-hours business-critical issues 24x7 when scheduled on-call at one week intervals
• Continuously contributes to process or service delivery improvements or modifications to exceed customer expectations
• Adhere to, promote and advances SCA Security Policy, Standards, and Procedures
• Required to strictly follow established ITIL repeatable processes – Incident Management, Change Management, Event Management, Problem Management; including Root Cause Analysis

Additional Senior Service Desk Technician Functions:

• 2+ years experience with Sun Country Service Desk, or equivalent experience
• Disciplined approach to troubleshooting more complex incidents and fulfillment of more complex requests
• Demonstrated professional growth by continually learning new technology and applying it in daily work
• Authors, edits, and publishes Knowledge articles relevant to end users and technicians
• 2+ years proven experience supporting end users with technology
• Mentors and coaches Service Desk peers
• Keeps skills current, eager to learn and stay close to technology changes and evolution

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

Required

• Proven experience supporting end users with technology
• Respect and trust with end user and peers
• Strong interpersonal skills (verbal and written)
• Customer support experience
• Proven analytical and problem-solving abilities
• Ability to work independently or as a collaborative team
• Can receive and assimilate feedback in a professional manner
• Solid organizational skills including attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Ability to mentor and coach peers
• Continuous desire to learn new technologies

• Demonstrated ability to master new skills – whether self-taught or with instruction

Preferred

• Previous airline industry experience
• Post-secondary education in IT disciplines or equivalent experience
• Must own and be able to maintain a current driver's license

• ServiceNOW experience
• Hardware repair experience and certifications
• SCCM experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)