VSE Aviation ยท 1 day ago
Technical Support Specialist III
Montebello, CA
Full-time
Onsite
Mid Level
$25/hr - $36/hrVSE Aviation is a company that provides global support services. The Technical Support Specialist III role focuses on delivering exceptional customer service and technical support to employees, managing service requests, and ensuring the functionality of IT systems.
AerospaceIndustrialManufacturing
Responsibilities
Manages service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues
Diagnose, configures, installs, and supports desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems
Assist service desk supervisor in reviewing, and assigning service request tickets to team members, and oversees progress to ensure Service Level Agreements (SLA) are met
Analyze the incident management system data to determine patterns of issues or problems; research solutions and develop recommendations to resolve or escalate to others for further analysis
Tests all work and involves the customers in acceptance testing to ensure their systems are fully functional and their needs have been met
Adheres to change management processes, and proactively assesses, and executes changes to technology infrastructures that enhance overall system functionality, stability, and performance
Communicates technical information clearly and effectively over the phone, in person, and in writing to employees
Research and provide support for escalated calls from other Technical Support Specialist team members and other IT support staff
Provides training and mentoring to technical support specialist team members and others in and across departments as needed
Creates and maintains updated knowledge-based articles in the document repository and contributes to the service desk standard operating procedures and training documents
Assist employees with audio/visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls
Other duties as assigned
Qualification
Required
Customer service experience providing support for employees globally
Experience with account and access control management
Hardware and software diagnosis skills
Workstation setup and burn-in experience
Repair experience for laptops, desktops, and network components
Ability to respond and follow-up on employee support issues
Timely and professional desktop support skills
Creative troubleshooting skills
Aptitude for new computer technology
Ability to maintain cooperative working relationships
Sensitivity to and respect for a diverse employee population
Ownership of the customer experience
Experience managing service request calls via ticketing systems, telephone, remote access, and desk side visits
Ability to diagnose, configure, install, and support desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems
Experience assisting service desk supervisors in reviewing and assigning service request tickets
Ability to analyze incident management system data to determine patterns of issues
Experience testing work and involving customers in acceptance testing
Adherence to change management processes
Ability to communicate technical information clearly and effectively
Experience providing support for escalated calls from other Technical Support Specialist team members
Experience providing training and mentoring to technical support specialist team members
Ability to create and maintain updated knowledge-based articles
Experience assisting employees with audio/visual conferencing activities
Company
VSE Aviation
VSE Aviation is positioned in the aerospace industry to support our customers with maintenance, repair, and overhaul services.
Founded in 2015
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
K
Keith Windham
CEO A.I.R. / VP of BD VSE Aviation
Company data provided by crunchbase