Aviation Technology Support Associate

Aviation Department Technical Support

Charlotte is America's Queen City, opening her arms to a diverse and inclusive community of residents, businesses, and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce
• Valuing teamwork, openness, accountability, productivity, and employee development
• Providing all customers with courteous, responsive, accessible, and seamless quality services
• Taking initiative to identify, analyze, and solve problems
• Collaborating with stakeholders to make informed decisions

Responsible for serving as a technical resource and liaison between I&T and customers, troubleshooting technical issues, providing training to staff on software and hardware use, and configuring and deploying small to intermediate departmental technology. Additional responsibilities may include overseeing the work of vendors and maintaining small to moderately complex tools in support of agency business needs.

Essential Duties & Responsibilities:

• Assists in providing technical support, troubleshooting, and responds to support phone calls, ticketing system submissions, end user walk-ins to support area, and emails.
• Directly supports the end user community for the Aviation Department located within the Airport campus. This includes but is not limited to; the CLT Center, Piper Lane Cargo 7, 4900 and the Airport Terminal.
• Provided support may include, but is not limited to, PC and mobile device deployment and recovery, software installation and configuration and project work as assigned.
• Assists in reviewing specifications for new hardware and software.
• Escorts vendors and external technical partners to secured areas of the Airport. These areas may require specific access and escorting specifically for support of an in-place technology or application for repair or replacement.
• Collaborate with Airport tenants or Airline personnel.
• Contact vendors for on-call support for a system application.
• Involved in testing of; equipment, software and assists in deployment of updates to enterprise workstations, mobile devices and provide basic user training as appropriate.
• Assists with projects related to technology refresh and operating systems upgrades. Also assists with equipment inventory and asset management.
• Assists in preparation of documentation on resolution of technical issues on various technologies.
• Assist with training new team members.
• Provides simplified resolution and support to technology users.
• Performs related tasks as needed.

Minimum Qualifications:

• Bachelor's degree and 3 years relevant experience
• Associate's degree and 5 years relevant experience
• High School diploma or equivalent and 7 years of relevant experience

Preferred Qualifications:

• At least 2 years of relevant college-level course work or an associate's degree.
• At least 1 year of experience in an information technology support role, including hardware and software support.

Competencies for Successful Performance of Job Duties:

Knowledge of:

• English grammar, spelling, and punctuation
• Modern office procedures, methods and computer equipment
• The principles of business process management and incident management
• Various software/hardware and operating systems
• Principles and practices of inventory management

Skilled in:

• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
• Performing a variety of duties, often changing from one task to another of a different nature
• Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios
• Analysis and troubleshooting
• Customer service

Ability to:

• Meet schedules and deadlines of the work
• Understand and carry out oral and written directions
• Accurately organize and maintain paper documents and electronic files
• Maintain the confidentiality of information and professional boundaries
• Communicate effectively, both orally and in writing
• Test and evaluate hardware and software to determine efficiency, reliability, and functionality

Working Conditions and Physical Demands:

ADA and Other Requirements:

Positions in this class typically require sitting, standing, and walking.

Physical Requirements:

Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, climbing, or walking extended periods of time.

Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks

Adequate vision, hearing, and speech required

Some use of power tools for mounting, installing, or removing equipment and/or related peripherals relating to technology. Personal Protective Equipment (PPE) is provided.

Sensory Requirements:

Concentrated and attentive use of one or more senses (visual, audio, and other sensory modalities) for proof reading, data entry, tabulating data

Ability to operate in an environment with frequent interruptions.

Comprehend written information in work related documents.

Ability to hear, understand and distinguish speech.

Conditions of Employment:

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

How to Apply:

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

The City of Charlotte provides a comprehensive benefits package to eligible employees. Click here to learn more about the City of Charlotte's benefits.

The City of Charlotte is a drug and alcohol-free workplace.