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2 months ago
Flight Safety International
Location: Fort Worth, Texas
Job type: Permanent
Sector: Operations
Category: Engineers
Job Description

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.

Requirements

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.

Responsibilities

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.

Additional Website Text

Equal Opportunity Employer Minority/Female/Disabled/Veteran

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