We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
**_Southwest Airlines is an Equal Opportunity Employer of women, minorities, qualified disabled, and covered veterans. Qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or veteran status._**
**OVERVIEW:**
This Individual will be responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the IT Infrastructure in various environments including CS&S; Centers and all airport locations. This also includes diagnosing and repairing the Cashless Cabin and OPC devices in our state of the art Triage Centre. As well as interacting with all Customer groups across the Company.
**JOB RESPONSIBILITIES AND EXPECTATIONS OF EMPLOYEE:**
* Responsible for implementation and support of desktop and mobile devices, applications, peripherals, network devices, airline specific equipment (Kiosk, Flight Information Display Systems), public address systems, and time clock equipment.
* Perform preventative maintenance on operational equipment.
* Configure, install, customize, maintain, test, and troubleshoot hardware systems.
* Position will also provide bench repair, maintenance, troubleshooting, and configuration of IT equipment in the Dallas Tech Services Shop.
* Provides packaging, unpacking, documentation, shipment, and receipt of equipment as needed for support of the enterprise.
* Position requires 24x7 phone support; on-call rotation for after hours and weekend coverage.
* Flexibility to travel frequently and at a moment''s notice for periods of time.
* Updating remedy cases; status reports to Leadership on Field installations; and adaptability to an ever-changing environment.
* Providing exceptional Customer Service to our Internal Customers.
* Required to charge travel expenses to a personal credit card, and will be reimbursed after expense report approval.
* Some project work must be done after hours or late nights.
**WORK ACTIVITIES/CONTEXT:**
Business / Customer Orientation:
* Participates, assists and recommends solutions with Senior Tech Support on projects.
* Completes tasks with minimal direction.
* Consequences of error carry moderate risk to the organization.
* Focus on internal and external Customer requirements.
* Central point of contact for internal and external Customers for questions, problems or information pertaining to technical issues.
* Provide technical assistance, direction, support and consulting.
* Interface with internal and external service specialists and software / hardware technicians regarding problem determination and resolution.
* Required to work within an on-call rotation schedule
* Frequent travel required to provide technical support and to resolve technical issues.
* Proficient project management skills.
* Able to lead and complete equipment installations for medium to large sized projects.
Problem Resolution:
* Provide basic analysis, diagnostics and resolution, and take corrective action to maintain maximum Customer productivity.
* Resolve medium – complex calls within or near the overall group’s average rate of response.
* Serve as liaison between the caller and business partners / technology teams.
* Analyze impact of problems and facilitate implementation of appropriate solutions.
* Participate in the diagnosis and resolution of Priority 1 and Priority 2 problems and outages.
* Act as a resource as needed during critical system outages to provide management and Situation Team with business impact information necessary to make decisions.
Problem / Change Management:
* Utilize a problem management tool to open cases on all calls, track open cases, escalate end-user problems, and follow through to ensure resolution and closure.
* Assist with testing new application changes prior to production releases.
* Participate with system developers and business partners during implementation phase of application rollouts.
* Recognize and react appropriately to the complexity and criticality of incidents related to the supported business function.
* Measure and analyze problem trends and validate changes in processes to maintain optimum Customer support and satisfaction.
Must be able to meet any physical ability requirements listed on this description.
May perform other job duties as directed by Employee’s Leaders.
**BASIC QUALIFICATIONS:**
High School Diploma, GED or equivalent education required.
Must be at least 18 years of age.
Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
**EDUCATION:**
* BS or BA in Computer Science, or Information Systems, or equivalent formal training or technical certification preferred.
**EXPERIENCE:**** **
* 3 or more years work experience in IT support environment, or 4 or more years work experience in Telecom equipment installation and support environment.
* Minimum 3 years PC experience or expert level knowledge on PC repair.
* Minimum 2 years experience configuring and repairing ITWell XPDA handheld devices.
* Minimum 2 years neworking experience, being able to install and troubleshoot network gear.
**REQUIRED:**
* Must have an understanding of cabling infrastructure and its topologies.
* Must be able to lift 50 lbs or more on a consistent basis
* Must be able to travel frequently and at a moments notice for periods of time.
* Must be able to stand, kneel, bend, stoop, or walk for extended periods of time.
* Must be able to pass background requirements for SIDA badging.
* Must be able to troubleshoot and maneuver within the following operating systems: Windows XP and Windows 7
* Must have an understanding of and the ability to maneuver within Active Directory.
* Must be experienced using Microsoft Office Suite, Remedy Service Desk, and Microsoft SCCM.
* Must be able to demonstrate success and strong experience with problem-solving abilities.
* Must be able to communicate effectively verbally by telephone and face to face.
* Must possess strong organizational, written, and prioritization skills.
* Must be able to adapt to learning new specifications on equipment in an ever-changing environment.
* Must possess strong Customer Service skills.
**PREFERRED:**
* Experience managing small to medium sized projects.
* Experience repairing HP laser printers.
* Experience with VoIP technology.
* Experience troubleshooting ISDN, Frame-relay networks.
* Experience reading architecture drawings.
* Experience repairing airline ticket printers.
* Experience with airline operations and air codes.
* Certified in A+
* Certified with Microsoft Operating Systems, Office or Configuration Manager.
* Certified in Cisco network or VoIP.
**SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:**
Core Knowledge:
* Proficient knowledge of effective Customer service and telephone support.
* Proficient knowledge of support processes, problem management tools, and procedures.
* Proficient knowledge of PC hardware, Novell NDS Administration, WIN98, NT, XP, Novell ZEN, SMS, MS Projects, and MS Office Suite.
* Proficient knowledge of call management.
* Basic knowledge of specific application impact on business functions.
* Proficient knowledge of network equipment including configuration, installation, and termination of cabling.
* Proficient knowledge of technical troubleshooting on electronic equipment.
* Basic telecommunications skills such as cable termination and equipment installation.
* Strong working knowledge of electronic key systems and peripherals.
* Strong knowledge of PBX and peripheral administration and maintenance.
Critical Skills:
* Excellent partnering, communication, and negotiation skills so as to interact effectively with business Customers and technology development and support groups.
* Ability to maintain composure under pressure, accurately assessing problem situations.
* Ability to complete tasks by scheduled completion date.
* Ability to reorder job priorities as needed.
* Accurate problem diagnosis and ability to resolve moderately complex IT problems rapidly and effectively.
* Ability to work effectively in a fast paced, team based, Customer service oriented environment.
* Keyboard skills.
Must be able to comply with Company attendance standards as described in established guidelines.
**OTHER QUALIFICATIONS:**
* Consistently recognized as a top performer in their job title by both Employees and Leadership.
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
**_Southwest Airlines is an Equal Opportunity Employer of women, minorities, qualified disabled, and covered veterans. Qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or veteran status._**
*Date:* 2014-05-09
*Country:* US
*State:* TX
*City:* Dallas
*Postal Code:* 75235
*Category:* Corporate
*Job Type:* Regular Full-Time