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Wichita State University · 3 hours ago

Textron Aviation Help Desk Analyst I

Wichita, KS

Full-time

Onsite

New Grad, Entry Level

Wichita State University is seeking a Help Desk Analyst I to provide IT support across multiple areas of software and hardware. The role involves troubleshooting software applications, supporting hardware configurations, and assisting users with Windows PC support services.

AerospaceEducation

No H1B

U.S. Citizen Only

Responsibilities

Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics and PC Imaging / End User Data Back-up

Identify, research, and resolve technical problems and escalate problems to other support teams when necessary

Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system

Resolution of issues with client specific applications using provided Knowledge Base articles

Follow established guidelines and interprets policies and evaluates unique circumstances and makes recommendations

Exercise independent judgment within defined practices and procedures to determine appropriate action

Act as an informed team member providing analysis of information and limited project direction input

Qualification

Windows PC supportTroubleshooting softwareTicketing systemsCompTIA A+ certificationMicrosoft 365Customer skillsCommunication skills

Required

This position requires access to EAR or ITAR controlled technologies

Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a U.S. Citizen

High school diploma or equivalent

Preferred

Excellent customer facing skills

Good written and communication skills

Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues

Ability to work on problems/projects of moderately complex scope

Experience and understanding of ticketing systems (e.g. Service Now, etc.)

Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pend states), prompt closure

Working technical knowledge of standard Windows operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data)

Software Basics: Windows 7/10, Microsoft 365, Printers

CompTIA A+ and/or Microsoft certification is desirable, but not required