Job Duties
• Provides first-level support for all hardware, including workstations, mobile devices, and conferencing equipment, in person, by phone, and through virtual channels in a fast-paced environment.
• Assists with all stages of new-hire provisioning, including hardware, software, and user access.
• Documents interactions and work using Allegiant’s ITSM system of record.
• Diagnoses and resolves hardware and software issues within established SLA guidelines.
• Authors knowledge articles to ensure the Knowledge Base is relevant and current.
• Responds to after-hours, business-critical issues 24/7 when scheduled on-call.
• Continuously improves the end-user experience to exceed customer expectations.
• Adheres to and advances Allegiant’s information security, safety, and regulatory compliance standards, maintaining confidentiality and discretion in all interactions.
• Strictly follows established ITIL repeatable processes, including Incident Management, Change Management, Event Management, and Problem Management, including Root Cause Analysis.
• Conducts group and individual technology onboarding sessions for all employees, including Pilots, Flight Attendants, Aircraft Technicians, and other groups within Allegiant.
• Provides on-site support with technology for high-visibility events.
• Leverages Mobile Device Management and imaging platforms — including Intune, Jamf, AirWatch, SCCM, and Tanium — to configure and manage devices.
• Maintains accurate inventory records of all Allegiant IT hardware assets.
• Travels as needed to support the business, including regularly supporting multiple sites within the Las Vegas Valley.
• Demonstrates a self-driven, proactive approach to professional development, seeking opportunities to expand technical knowledge and skills and collaborating with colleagues to continuously improve team processes.