This position is responsible for maintaining the integrity of all computer workstations and associated software including mobile computers and peripheral equipment. The position will directly support the Public Safety Division for the Minneapolis/St. Paul International Airport (MSP) and their airport campus locations. As needed, this position will also support other departments throughout MSP. The position will be expected to communicate and assist a variety of personnel with varying computer knowledge and skills and also be responsible for assisting the Public Safety Systems IT team with IT projects.
Responsibilities
End User Support – Public Safety Information Technology Systems The successful candidate will be required to obtain a CJIS (Criminal Justice Information System) certificate. Performs work in accordance with Airport Police Departmental rules and regulations. Provides level 1 support for public safety and airport security systems, including relevant workstations, mobile devices and peripherals. Complies with all SLAs, OLAs and any underpinning agreements and report any potential for compliance failure to management for intervention as required Troubleshoots issues related to hardware, software, performance. Responds to and resolves requests for service. Participates in on-call 24 hours support. Assist employees with computer problems and answer their questions.
Communicates solutions, successes, and opportunities to management. Collaborates to implement methodologies to improve problem resolution and manage customer perceptions while building strong interpersonal relationships. Converses with clients to understand their business needs, establish rapport and gather preliminary information surrounding client issue(s). Utilizes internal tools and tracking systems to document situation details. Performs other duties as assigned. General Duties Follows MAC IT processes and standards Partners with other IT groups and personnel to ensure the business systems are being provisioned to meet the needs of the users and are being delivered with a commitment to standards, best practices, high-availability and security Additional duties as assigned
Qualifications
Minimum Requirements Associate's degree in computer science In lieu of a degree, completion of a related computer science certification Two years of experience with either service desk or PC hardware install/repair Experience in administration and maintenance of Windows laptops, desktops and other Public Safety devices Excellent troubleshooting and problem solving skills Experience in providing excellent customer service Excellent written and verbal communication skills Demonstrated ability to learn and self-teach new technologies Independent problem-solving and self-direction skills Valid driver’s license and reliable transportation to commute between job sites
Desirable Requirements Experience supporting Public Safety systems and MDC’s Experience supporting Criminal Justice Information Systems (CJIS) Experience writing technical documentation ITIL v3 Foundation Certification Microsoft Certified Software Engineer or CompTIA A+ or related certification
Metropolitan Airports Commission
Minneapolis, Hennepin, Minnesota 55450
US
