As a Desktop Support Specialist supporting the Technology Field Services Team, you’ll support the deployment, configuration, and lifecycle management of IT assets in a fast‑paced and highly visible operational setting. You’ll troubleshoot and resolve technical issues across diverse environments, partnering with cross‑functional Teams to maintain service continuity and provide end‑to‑end operational support across corporate offices and airport environments, ensuring critical IT infrastructure remains available and reliable.

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 at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours. 

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

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. 

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

• Provide 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

• Perform preventative maintenance on operational equipment

• Configure, install, customize, maintain, test, and troubleshoot hardware systems with minimal direction

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

• Provide exceptional Customer Service to our Internal Customers

• 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

• 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 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 demonstrate success with problem-solving abilities

• Skilled in strong Customer Service

• Skilled in organization, writing, communication, and prioritization

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

Education

• Required: High School Diploma or GED

Experience

• Required: Entry-level experience; developing skills and knowledge in:

  • PC system and repair

  • Installing and troubleshooting network gear

Licensing/Certification

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

• 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

• Must be able to travel and / or attend Company and non-Company facilities and remote locations such as remote-based offices as necessary