ITS Passenger Processing Specialist I (Contractor)

Job Description
ITS Passenger Processing Specialist I (Contractor) desktop support

Location: Onsite

Work Type: Contractor

Overview

The ITS Passenger Processing Specialist I is an entry-to-mid level IT support role designed for individuals eager to grow in a dynamic airport environment. This position provides hands-on technical support for passenger processing systems and common-use applications. The specialist acts as a frontline representative of the ITS department, resolving real-time technical issues and ensuring uninterrupted airport operations with minimal supervision.

Key Responsibilities

• Provide onsite operational and technical support for desktop systems, applications, and peripherals
• Support passenger processing technologies including Common Use systems, kiosks, E-Gates, biometric systems, and self-service bag drop
• Install, configure, image, and maintain desktops, laptops, mobile devices, printers, and peripherals
• Troubleshoot Windows OS, Microsoft Office, Citrix-based solutions, and smart devices
• Monitor, document, and resolve incidents and service requests using ITSM tools
• Act as an escalation point to Tier 2 support teams for hardware and application issues
• Coordinate with network teams and third-party hardware vendors for repairs and installations
• Maintain user accounts, access rights, security groups, and system permissions
• Provide after-hours and emergency IT support when required
• Ensure compliance with all HCAA policies, procedures, and standards

Required Qualifications

• High School Diploma or GED
• Minimum of 2 years of IT desktop/user support experience
• Experience supporting desktops, applications, mobile devices, printers, and peripherals
• Common Use system support experience preferred
• Ability to work independently in a fast-paced, high-availability environment

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Desktop Support Technician (MCDST)

Work Environment & Physical Requirements

• 100% onsite support role
• May require working beyond standard business hours
• Ability to sit, stand, walk, and perform repetitive tasks
• Occasional lifting up to 10 lbs