Summary/Objective
The Regional IT Support Technician is responsible for implementing program software and training the client on systems setup, systems administration, network and basic troubleshooting. This role also will manage both internal and external IT vendors and be responsible for learning and supporting Information Technology in a geographical region. The Regional IT Support Technician will be responsible for support activities designed to increase the level of client satisfaction with the systems. This position requires a high level of independent judgment and decision making. The Regional IT Support Technician will report directly to the Director, Information Technology Support and will require travel approximately 75% of the time.
This position is based in MDW airport and pays $80,000 – $90,000 per year.
Skills & Requirements
Essential Functions
- Handle several implementation projects at any given time
- Assist with computer, hardware, software, network, and operating system support issues
- Data entry support
- Routine server maintenance and monitoring
- Support field units with computer-related issues
- Support implementation at a client’s site/airport
- Micros (Oracle) Point of Sale systems programming and support
- Gather business requirements and apply detailed working knowledge of products and features to support the client’s business
- Recommend implementation of features and functions where appropriate
- Work with corporate Training to create training materials for client
- Act as a resource to assist project team in Product Development and/or Testing process to ensure integrity of data prior to go-live.
- Work with Project Managers to establish cost and time estimates for implementation
- Track tasks accomplished, time spent and milestones completed using internal tools
- Assist with identification of risks and development of mitigation or avoidance plans
- Communicate with client throughout the implementation project
- Ability to effectively manage conflict and ensure successful outcomes; deal with high stress situations while exercising sound judgment and decision making
- Regular attendance required
- Ability to travel throughout the US and Canada approximately 75% of the time
- Performs any other duties as assigned by manager
Required Education, Knowledge, Skills, and Abilities
- Bachelor’s degree in job related area preferred
- Minimum two (2) years related experience and/or training
- Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills a must
- Proven ability in assessing/evaluating client requirements against scope of project and managing project plan and schedule
- Experience implementing communication solutions that follow the company standards
- Proven knowledge of Basic Network Infrastructure guidelines for the purpose of ensuring effective networking systems
- Proven ability to handle conflict and resolve uncomfortable situations with clients, customers, peers and direct reports.
- Proven experience in dealing with highly stressful situations and working under pressure, all while exercising sound judgment and decision making
- Experience working with and among cross-functional teams with minimal supervision, ability to juggle multiple tasks, and effectively prioritize assigned job duties to meet deadlines and objectives
- Ability to read and formulate action plans, schedule and keep accurate records
- Excellent communication (verbal and written), organization, time management, and follow-up skills
- Proven ability of observing existing conditions and deriving strengths and/or weaknesses of current state
- Must have knowledge of Micros POS programming, training, functionality and assembly
- Proven experience in training Managers and Staff members on Micros POS operations in accordance to company standards of operations
- Proven experience in the reading of construction blueprints for mock-ups of IT and POS related equipment placement and requirements
- Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook), Point-of-Sale (POS), as well as various social media sites.
- Dynamic and positive attitude to support our culture and work environment and foster positive working relationships with others in the organization
Administrative Responsibilities
This position reports directly to senior management and has the discretion to make decisions on matters of significance to the organization. Responsibilities include, but are not limited to, working independently and directing the work of others, managing client relations, preparing budgets and time estimates for implementation, and/or making recommendations of the same, and other responsibilities listed within this job description.
Physical Demands
SSP America, Inc. complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Consistent with those requirements, SSP America, Inc. will reasonably accommodate qualified individuals with a disability if such accommodation would allow the individual to perform the essential functions of the job, unless doing so would create an undue hardship. The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.
While performing the duties of this job, the team member is regularly required to communicate with guests and fellow team members and be able to accurately exchange information in these situations; deal with stressful and/or ambiguous situations; work independently in a fast-paced environment; active movement all day, including standing, walking, bending, kneeling, stooping, and crouching while constantly moving about within an airport environment; must be able to stand/walk 100% of the time; operate a computer and other office equipment, such as POS systems, copy machine and computer printer; must be able to detect business patterns that require the increase or decrease in staff at a given moment in time; must be able to comprehend and use business math in order to manage budgets and forecast expenses; must be able to lift up to 25lbs about 75% of the time when on-site and within the airport environment; exposed to varying temperature conditions.
Work Authorization/Security Clearance
Must be able to establish eligibility to work in the United States. This position requires successful completion of a criminal background check. For specific projects, it will also require a Transportation Security Administration (TSA) clearance and/or a comprehensive Federal Aviation Administration (FAA) background check. This position must maintain eligibility for various airport badges.
SSP America is an equal opportunity employer and does not unlawfully discriminate against team members and applicants for employment on the basis of race, color, ancestry, national origin, citizenship, age, physical or mental disability, medical condition, pregnancy, religion, sex, gender, gender identity, gender expression, marital status, sexual orientation, protected U.S. military or veteran status, political affiliation, genetic information, union activity or any other bases protected by law. All SSP America, Inc. employees, other workers and representatives are prohibited from engaging in unlawful discrimination.
Qualifications