IT Desktop Support Specialist

National Airlines, based in Orlando, FL, operates passenger charter service as well as customized military and commercial air cargo carriages worldwide. National Airlines specializes in over-sized, time sensitive, and special handling requirements, utilizing 747-400 and A-330 aircraft to accomplish its missions. 

Job Title: IT Desktop Support Specialist

Location: Orlando, FL

Department: Information Technology (IT)

Reports To: SR. IT Manager

FLSA Status: Exempt

Summary: IT Desktop Support Specialist overseas and maintains computer hardware and software systems. Assists the company in resolving technical issues concerning customer accounts or company software infrastructure. Also supports computer software integration by diagnosing and troubleshooting common problems.

Essential Functions:

• Works with users to deploy, set up and troubleshoot desktop and laptop computers, network printers, IP phones, conference, and training room equipment. 
• Installs company software/operating systems and troubleshooting problems.
• Handles trouble tickets to help the team maintain SLAs for response and resolution times.
• Troubleshoots on-prem and cloud-based systems throughout the company, including Office365 and various vendor-provided and in-house software packages. 
• Works with training room equipment and conference room equipment to ensure training and meetings start on time and function properly. 
• Uses communication skills to coordinate with vendors to resolve technical issues with equipment and software.
• Follows company standard operating procedures when performing tasks and keeping IT documentation up to date.
• Adopts continuous learning and improvement processes in all aspects of the position.
• Performs other duties as assigned.

Experience, Qualification & Skills:

• 3- 5 years’ experience with desktop support and some basic networking skills. 
• Minimum of 5 years’ experience working with cloud-based Microsoft Office applications. (O365 and/or M365) and Azure user and device management. 
• Experience with Microsoft Entra is preferred.
• At least 1 year experience with an enterprise support ticketing system.
• At least 2 years support experience with Windows 10/11 in an Enterprise environment. Imaging/deployment with Intune a plus. 
• Some experience with MAC OS is desirable.
• Experience with Laptops and Desktops, particularly in a multi-monitor environment with docking stations.
• Experience supporting Citrix web-based applications (from the user side) would be helpful. 
• Experience supporting mobile devices with Microsoft InTune or other MDM solutions, particularly IOS devices. 
• Experience using and supporting Microsoft TEAMS telephony is a plus.
• Some light travel may be required on occasion. 
• Must be able to help manage a ticket queue and take ownership.
• Valid driver’s license and ability to get to and from work reliably.
• Strong problem-solving and self-learning skills
• Ability to work well within team environments or independently with minimal supervision.
• Strong prioritizing, task management, multi-tasking skills and strong customer service skills
• Highest standards of honesty and personal integrity with the ability to work with and protect confidential and sensitive information. 
• Exceptional communication skills with complete fluency in written and spoken English.
• Pass a ten (10) year background check, pre-employment drug test and criminal history records check (CHRC)

Physical Demands:

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, keyboard, telephone, copy machine/printer. Use of tools to install peripherals such as monitors, large displays and printers will be required on occasion.
• Ability to sit at a computer terminal for an extended period.
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting up to 30 pounds.

Work Environment:

• Moderate noise (i.e., business offices with computers, phones, printers, and overhead lights).
• Ability to work in a confined office or open cubicle environment

The work physical demands and environmental characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility: No

The duties listed above are intended only as illustrations of various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

National Air Cargo is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, Protected Veteran status, genetic information, pregnancy, or any other legally protected status. We prohibit discrimination in all aspects of employment, including recruitment, hiring, compensation, benefits, training, termination, promotions or other conditions of employment or career development. We take affirmative steps to hire and advance females, racial minorities, Protected Veterans, and Individuals with Disabilities. We offer Reasonable Accommodations where necessary to candidates for employment and to our qualified employees with disabilities.

National Airlines also expects all our employees to support and promote our Safety Management System (SMS) Safety Policy and Safety Objectives. Employees at all levels of the organization are encouraged to report safety concerns or hazards without fear of reprisal.