IT Specialist

ITnova is looking for an IT Specialist to be part of a dynamic team supporting the BWI airport. 

Location: BWI airport, work on-site 

W2 contract, full time 

Salary: 70k per year plus benefits 

Job Summary 

• IT specialist with a focus on providing a range of IT services such as engineering, field support, network application deployment and optimization, and operations center support services. The role specifically involves working with wireless networks within airport operations, concessions, travelers, and software and hardware vendors. 

Responsibilities/Duties 

• Report to the Managed Account Director of Airport Operations and will have primary responsibility for overseeing the development and implementation of technology enhancements that improve existing business processes, culture, and customer experiences in response to changing market demands.  

• Lead critical initiatives aimed at improving the efficiency, performance, and effectiveness of systems and processes across all airport divisions. 
• Being the primary point of contact for BWI’s network issues and managing various projects with third-party vendors. 
• Project manage proof of concepts and large rollouts in collaboration with third-party vendors and ensure the onboarding of new clients through business development initiatives. 
• Develop practical guidance documents to support onboarding new clients, as well as for relationship management with SLICE/BWI’s wireless users, ensuring client satisfaction and retention 
• Ensure that budgets are closely followed and cost control measures are implemented.  
• Ensure Service Level Agreements are closely monitored across SLICE’s technology solutions on site. 
• Support the work of the Airport Technology Team in the wider strategy of deploying a state-of-the-art wireless environment.  
• Provide technical support for end-user devices, hardware and peripherals support, software network infrastructure, Voice over Internet Protocol (VoIP), and Wi-Fi and other wireless technologies.  
• Schedule and coordinate customer desk-side installation support and to perform hardware or software break/fix activities, and set up and configure new end-user equipment.  
• Document all changes in the Autotask CRM to ensure that all asset and configuration information is up to date, investigate and resolve all connectivity issues related to end-users, site infrastructure, and IT equipment, and execute and maintain IT infrastructure inventory information.  
• Recommend customer service and IT process support enhancements, research and recommend new technologies and procedures, and provide technical guidance for directing and monitoring information systems operations. 

Qualifications 

• Criminal Background Check  
• Technical expertise: An IT specialist must have a deep understanding of hardware, software, and TCP/IP networking systems. They must be proficient in troubleshooting issues related to these systems and be able to identify and implement solutions quickly. 
• Analytical skills: IT specialists must have excellent analytical skills to analyze complex problems and identify the root cause of issues. They must be able to evaluate different solutions and select the best one based on their analysis. 
• Communication skills: IT specialists need excellent English communication skills to effectively communicate technical information to both technical and non-technical personnel. They must be able to explain technical concepts in a simple and concise manner. Spanish or another second language is a bonus. 

• Problem-solving skills: IT specialists must have strong problem-solving skills to identify and resolve complex technical issues. They must be able to analyze and troubleshoot complex problems and develop creative solutions to resolve them. 
• Adaptability: IT specialists must be able to adapt quickly to new technologies and systems. They must be willing to learn and stay updated with the latest technologies and trends in the industry. 
• Attention to detail: IT specialists must have a keen eye for detail and be meticulous in their work. They must ensure that all tasks are completed accurately and on time. 
• Teamwork: IT specialists must work collaboratively with other IT professionals, departments, and end-users to deliver high-quality solutions. They must be able to communicate effectively, share knowledge and expertise, and work together to achieve common goals. 
• Time management: IT specialists must be able to manage their time effectively to meet project deadlines and deliver high-quality solutions. They must be able to prioritize tasks and work efficiently to ensure that all tasks are completed on time. 

• Physical Demands: walking, lifting (up to 40lbs), carrying, reaching. 

Experience 

• Proficiency in supporting a wide range of IT technologies, such as laptops, mobile devices, and more. 
• Experience in connecting, patching, and repairing Cat6 and fiber infrastructure. 
• Expertise in installing Cisco switches and establishing complex fiber backbone interconnectivity. 

• 5+ years of hands-on experience in providing IT support. 
• An associate’s degree or higher in Computer Science or a related discipline. 
• Experience working in a secure, professional environment, managing multiple tasks, and prioritizing them effectively. 
• A team player mentality, with the ability to contribute to a larger team and address mission critical facilities issues and customer requests in a timely manner. 
• Self-motivation, proactive attitude, and the ability to identify opportunities and develop new ideas. 

• US Citizenship 
• Employment is conditioned on being able to receive and maintain a BWI security badge. 

Desirable Qualifications 

• Specific and relevant experience in the field 
• Cisco (CCNA) and/or CompTIA Network+ Certification 

• Project management experience or expertise