(USA-CA-San Francisco) Senior Field Service Specialist

**WHAT WE'RE ABOUT** We're creating an airline people love. It begins with each Alaska Airlines employee, bringing unique strengths and energy to our work in the air and on the ground. Every day, we go beyond what's expected and reach for the remarkable, together. **YOUR ROLE** Role Summary The Senior Field Service Specialist installs and maintains all information and communications systems at Alaska Airlines (AS) and Horizon Air (QX) facilities and contracted locations. This role requires a comprehensive understanding of an enterprise computing system, including physical hardware, software configurations, virtual components, networks, telephony and radio communications. This necessitates the ability to provide management and oversight to vendors, contractors, and peers to implement technology projects. The Senior Field Service Specialist may assume the Manager, IT Field Service responsibilities as needed. This may include leading other Field Service team members in day-to-day activities, representing the organization in meetings, and/or reporting to senior leadership. At its core this Specialist is the face of IT to our internal and external customers. Scope & Complexity This position supports Field Service activities for AS and QX. Key Duties - Installs and provides first and second-level support of information, communication, airport-related systems, and IT systems, including hardware, software, networks, voice (telephone and radio), and mobile. - Independently resolves complex, break-fix issues; troubleshoot user problems at the desktop or provides phone support to diagnosis remote customer issues. Assists in the testing, development, and determination of departmental standards. - Maintains accurate and detailed documentation of all supported systems and physical locations. - Log and update Service Desk tickets daily using ITSM solution ensuring they are properly documented including description, troubleshooting, and resolution. - Assists and leads contractors, vendors, and peers with implementations and problem resolution for assigned systems. - Plans, organizes, and completes projects of large scope and complexity, including providing work direction to contractors, vendors, and other resources - Acts as a resource and provides technical projects and maintenance assistance to peers and companion work groups, while ensuring good inter-departmental relations. - Leverages mastery of the general skillset at its highest level to manage projects, prioritize tasks, and manage the team's time effectively to meet service level agreements (SLAs). - Provides administrative support to the Manager, IT Field Services and is a ready resource to assist in the operation of the workgroup. - Seeks out innovative and creative solutions to technical and administrative issues. - Makes recommendations to enhance the operations of the IT customer support department. - Leverages knowledge, skills and abilities to demonstrate a thorough knowledge and understanding of the role. - Develops the relevant skills and knowledge to make consistent progress toward achieving the Manager, IT Field Services position. Job-Specific Skills, Experience and Education Required - A minimum 5 years of IT work experience implementing and/or supporting Infrastructure platforms and projects. - Experience participating in small, medium, and large cross-divisional technology projects. - Proven experience quickly learning new technologies, processes, and methodologies. - Experience installing/maintain Audio Visual systems - Project Management experience. - General knowledge of network topology and installation of hardware (switches, routers, firewalls, etc.) - Experience with iOS devises. - Demonstrated experience delivering exceptional customer service. - Strong interpersonal skills, facilitating effective verbal and written communication at all levels in the organization. - Demonstrated ability to maintain strict confidentiality of all customer information. - Ability to lift/stand/bend/climb in order to complete essential job functions. - Ability and willingness to travel approximately 25% of the time. - Ability and willingness to work non-traditional hours (e.g., evenings, weekends, after-hours, holidays, etc.). - Minimum age of 18. - High school diploma or equivalent. - Must be authorized to work in the U.S. Preferred - Experience supporting multiple technical platforms (e.g., iOS, Windows, MAC OS, VMware, SCCM, WorksSpace One, Mobility). - Airline experience. - Cherwell ITSM knowledge. - Bachelor's degree Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. **EQUAL EMPLOYMENT OPPORTUNITY** Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. Horizon Air and Alaska Airlines will consider for employment qualified applicants with arrest and conviction records in accordance with applicable Federal, State, and local laws. Horizon Air and Alaska Airlines participate in E-Verify, a service of the Department of Homeland Security (DHS) and Social Security Administration (SSA), where required. **Job ID** 35025 **Location** San Francisco, CA **FLSA Status** Exempt **Full/Part Time** **Regular/Temporary** Regular
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