• Job Description

  Req#: R-2024-48552

  Department:

  Technology

  Our Company Promise

  
  We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

  Job Description:

  The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Senior Desktop Support Specialist invests in our Purpose by serving as the central point of contact for IT questions, technical and hardware issues, or requests for information at office environments, CS&S Centers, and airport locations . This role will install, maintain, and troubleshoot various hardware and software equipment, analyze problem trends, and advise Management on appropriate resolutions. The Senior Desktop Support Specialist is a strategic problem solver and skilled communicator who looks forward to traveling throughout the network and supporting frontline Southwest Employees with technical solutions.

  Additional details:

  • The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face. Due to the nature of this role, you would be required to work at our Denver (DEN) Station.

  • This role requires up to 80% of traveling to other nearby or international stations to deliver technical support when needed (might be evening and overnight traveling involved or staying in another city to complete assignments).

  • This role also has on -call rotations between the technicians at each station from Monday to Monday, in of incident calls after hours of operations or on the weekends.

  • U.S. citizenship or current authorization to work in the U.S. is required , and no current or future work authorization sponsorship available.

  Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

  • Responsibilities

    • Implement and support desktop and mobile devices, applications, peripherals, network devices, airline specific equipment (Kiosk, Flight Information Display Systems), public address systems, and time clock equipment

    • Responsible for a broad scope of operational support and Install, Move, Add, and Change (IMAC) requests supporting the IT infrastructure in office environments, CS&S Centers, and airport locations

    • Lead and guide others on projects and performing preventative maintenance on operational equipment

    • Configure, install, customize, maintain, test, and troubleshoot hardware systems independently

    • Provide advanced bench repair, maintenance, troubleshooting, and configuration of IT equipment

    • Provide packaging, unpacking, documentation, shipment, and receipt of equipment as needed for support of the enterprise

    • Update DASH cases

    • Create status reports for Leadership on Field installations

    • Mentor others in this area

    • May perform other job duties as directed by Employee's Leaders

  • Knowledge, Skills and Abilities

    • Knowledge of cabling infrastructure and its topologies

    • Knowledge of Low Voltage cabling required

    • Ability to troubleshoot and maneuver within Windows operating systems

    • Ability to maneuver within Active Directory; moving work station object

    • Skilled in using Microsoft Office Suite, Service Now Service Desk, and Microsoft System Center Configuration Manager (SCCM)

    • Skilled in assigning applications and knowing where particular applications are coming from in SCCM

    • Ability to communicate effectively

    • Skilled in excellent Customer Service

    • Skilled in basic project management

    • Ability to adapt to learning new specifications on equipment in an ever-changing environment

  • Education

    • Required: High School Diploma or GED

  • Experience

    • Required: Intermediate-level experience, fully functioning broad knowledge in:

      • PC system and repair

      • Installing and troubleshooting network gear

    • Preferred: Field Tech Experience or equivalent Training or School

  • Licensing/Certification

    • Must possess a valid state motor vehicle operator's license

    • To work at the airport, you must be able to obtain a Secured Identification Display Area (SIDA) badge

  • Physical Abilities

    • Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time

    • Ability to communicate and interact with others in the English language to meet the demands of the job

    • Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

  • Other Qualifications

    • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines

    • Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986

    • Must be at least 18 years of age

    • Must be able to comply with Company attendance standards as described in established guidelines

    • Ability to work nights, holidays, and/or weekends to meet the needs of the operation in a call center type environment

    • Frequent travel required to provide technical support and to resolve technical issues

  Pay & Benefits:

  Competitive market salary from $76,500 - $85,000.00 per year* depending on qualifications and experience. For eligible Leadership and individual

  contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.

  Benefits you’ll love:

  • Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible

  dependents too)

  • Southwest will help fund your 401(k) retirement savings with Company

  contributions up to 9.3% of your eligible earnings**

  • Potential for annual ProfitSharing contribution in the Southwest Retirement

  Savings Plan- when Southwest profits, you profit***

  • Competitive health insurance for you and your eligible dependents (including

  pets)

  • Southwest offers health plan coverage options that start from the very first day of

  employment. You will have 30 days to select and enroll in your health plan with

  coverage retroactively available to your first day of employment.

  • Explore more Benefits you’ll love: https://careers.southwestair.com/benefits

  *Pay amount does not guarantee employment for any particular period of time.

  **401(k) match contributions are subject to Retirement Savings Plan vesting schedule

  and applicable IRS limits

  ***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule

  and are made at the discretion of the Company

  Southwest Airlines is an Equal Opportunity Employer.
  Please print/save this job description because it won't be available after you apply.

• About the company

  Southwest Airlines Co., typically referred to as Southwest, is one of the major airlines of the United States and the world's largest low-cost carrier.

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