Essential Functions:

• Supports the technology used in the day-to-day operation of Sun Country
• Diagnose, configure, and resolve first and second level technical hardware and software issues through established, logical, systematic troubleshooting
• Proficient management of endpoint hardware in an enterprise environment
• Partner with the Network, Infrastructure and Security teams to ensure equipment and processes meet all required security requirements
• Ability to work independently and as a team
• Responsible for completing tasks necessary for the opening and closing of airport
• Maintain cost controls by performing work remotely, but traveling to outstations when the nature of the business need dictates on-site work
• Ensures technology is available to all stations for the operation of Sun Country flights; escalating when necessary
• Technical contributor to project rollouts
• Provide training and support to internal and external business contacts using SCA services
• Create and resolve tickets assigned to address incidents and requests
• Authors, edits, and publishes Knowledge articles relevant to end users and technicians
• 2 years proven experience consistently delivering excellent service
• Stay current with IT system information, changes, and updates
• Work directly with preferred vendors on support related issues
• Assist in troubleshooting or repairing network or server equipment, applications, and software with other IT teams
• Ability to take Service Desk calls in some situations; stays current on Service Desk practices
• Respond to after-hours business-critical issues 24x7 when scheduled on-call at one week intervals; available for critical 24x7 response for subject matter expertise
• Keep skills current, eager to learn and stay close to technology trends
• 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
• Propose and implement efficiencies and process improvements

Senior Support Services Technician

• 3+ Years Support Services Technician experience, or equivalent related experience
• Ability to manage large and more complex projects independently, report progress to stakeholders, manage expectations and meet deadlines
• Willingness and desire to mentor and coach Service Desk and Support Services staff
• Continually pursuing new technical support Knowledge documentation for Support Services to support
• 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:

• Proficient in desktop and server operating systems, Microsoft SCOM, Office365, Active Directory
• Experience with the resolution of Incident and fulfillment of Request records
• Time and task self-management, including following up proactively
• Effective interpersonal, verbal and written communication skill
• Demonstrated ability to master new skills – whether self-taught or with instruction
• Solid organizational skills including attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Ability to work independently or collaboratively as a team
• Can receive and assimilate feedback in a professional manner
• Proven problem-solving abilities
• Flexible schedule to work adjusted shifts as needed
• Must be able to travel overnight, work a flexible schedule, and travel with short notice; travel needs are approximately 25%, seasonally
• Valid passport or passport application within 30 days of hire

Preferred:

• ServiceNOW and Lansweeper experience
• Inventory and Asset management experience
• Hardware repair experience and certifications
• SCCM experience
• Powershell scripting experience
• Post-secondary education in IT disciplines or 3 years equivalent 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)