Job description

Who are we?
Whether you’re building your time in the sky or your career on the ground...we hope to be your next destination.

CommuteAir is striving to be the regional airline that our passengers and employees are looking for. Our role in your career as a regional airline is an important one that we take seriously. Community, mentorship, training, and growth are all part of our DNA – we want to make your vision of a successful career in the aviation industry a reality.
Where are we going?
We are a dedicated United Airlines partner that operates over 1,600 weekly flights – doing our part to connect people and their communities to the world via United’s Global Network.

Headquartered in Cleveland, Ohio – we operate multiple hubs throughout the mid-continent with our large fleet of Embraer 145 XR aircraft. With major hubs in Denver, Houston, and Washington Dulles, and additional maintenance hangars in Houston, Albany, and Lincoln. We’ve grown significantly over the past 35 years, and know that you will too.
Together We Soar.
Your success is our success.
Community is everything to us at CommuteAir. Our diverse team is here to provide you with the tools you need to succeed – By adopting a data-driven approach, we’re innovating the traditional path to mainline by raising the bar and setting the standard for employee training and development. We offer our team comprehensive benefits, competitive pay, internal advancement programs, and personal access to flight benefits on the Star Alliance network for yourself and your family.

What the position is:
The applicant must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate. The candidate is expected to provide comprehensive customer and technical support for office computers, peripherals, and the network. Duties will include user assistance and administration, software management, inventory management, and problem analysis and resolution. The position may require some physical activity such as lifting and moving computer equipment into place or crawling in tight spaces.

Essential functions:

• Identify and report network-related problems to Leadership.
• Submit provision requests for creating and maintaining Exchange mailboxes and troubleshooting connection and performance issues.
• Deal effectively and assist users both on the telephone and in person with minor computer problems. Serve as the first point of contact for users seeking technical assistance over the phone or email.
• Troubleshoot problems encountered using software or other methods. Troubleshooting will consist of resolving trouble call problems with equipment that must be brought into the system's area, in user work areas, or by using remote administration
• Identify application problems and consult with computer programmers, and outside system administrators when required.
• Train users in the proper use of new software applications by developing user manuals, programmer maintenance manuals, system design documentation, step¬ by-step instruction, etc.
• Provide support services to maintain file/application backup capability.
• Reset passwords as needed.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements in procedures.
• Out-of-box PC imaging and setup.
• Provide detailed progress reports and project updates in a timely and accurate manner.
• Install, maintain, and repair network equipment, desktop hardware, and PC peripherals.
• Provide detailed progress reports and project updates in a timely and accurate manner.

General requirements & qualifications:

• Experience in IT Help Desk or Systems/Network Administrator support.
• Professional certifications such as A+, Network+, MCP (Desktop or Server) desirable, but not required.
• Good understanding of Windows (Desktop and Server) environments.
• Strong communication skills and ability to work cohesively with users and team.
• Strong documentation skills and attention to detail, with the ability to create, edit and refine complex technical documents.
• An eye on improving customer service, perception, and satisfaction.
• Ability to give instructions to a non-technical audience; Ability to work collaboratively with employees within department and across functions.
• Excellent written and verbal skills and fluent in English.
• Must be detail-oriented and have the ability to manage priorities and deadlines; High energy with the capability to multi-task in a dynamic, rapidly-growing organization.
• Must be at least 21 years of age.
• Must be legal to work in the United States (A citizen or national of the United States, a lawful permanent resident, or an alien authorized to work).
• Ability to learn the company’s proprietary applications and programs.
• Must have a reliable vehicle for travel between locations locally.
• Rotational on-call responsibilities.
• In addition to helpdesk duties, the specialist will be exposed to project work involving some of the following technologies (however no previous experience is required): Fortinet, Cisco, VMWare, Office 365, VoIP, Remote Desktop Services.

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