9 months ago
The Technical Support Specialist I role assists and supports the proper operation of classroom technologies, applications and hardware throughout FlightSafety’s global infrastructure. This includes receiving, identifying, documenting, escalating and actively resolving end user help requests. Problem resolution will involve the use of help request tracking tools and remote access application software, as well as require the candidate to replicate problems in a test lab environment.
High School Diploma and two (2) years related experience; or equivalent combination of education and experience; equivalency years experience substitution must be in related field.
Minimum of three (3) years experience in an Information Technology (IT) and multimedia software environment, required.
Working knowledge of software/hardware technology commonly used to develop training materials and support classroom delivery of training, required.
Working knowledge of software packaging and delivery solutions, required.
Working knowledge of software testing methodologies, required.
Familiarity with hardware configurations, required.
Respond to incoming help requests from end users and local desktop support staff via email, telephone or support request system
Document all pertinent information regarding the nature, type and cause of incoming problems or issues
Prioritize and schedule problem response and resolution
Apply diagnostic utilities to aid in troubleshooting
Access knowledge bases and frequently asked questions resources to aid in problem resolution
Learn and understand all software and hardware used by the institution in the classroom environment
Perform remote classroom desktop support (when necessary)
Test fixes to ensure problem has been resolved
Perform post-resolution follow-ups with requesting customer
Develop user guides and knowledge base articles for local desktop support staff and end users
Work with team leads to develop training in the operation and functionality of classroom software and hardware technologies.
Work with team leads to develop requirements to enhance classroom software and hardware technology solutions.
Work with team leads to develop metrics that represent workload; support requests categorization, problem
areas, resolution times, enhancements and defects.
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Equal Opportunity Employer Minority/Female/Disabled/Veteran