Systems Technician

Overview

Provide technical support, including hardware/software troubleshooting, component repair, and system installation for Applied Technology systems. Ensure optimal system performance and deliver exceptional customer service both internally and externally.

• Provide Level 1 technical support, identifying and resolving hardware/software issues efficiently.
• Perform component repairs for Applied Technology systems, including customized industrial computers (rovers) and related products.
• Assist with system installation, setup, and commissioning of Applied Technology products.
• Document and follow procedures for system implementation and troubleshooting, ensuring accurate records in tracking systems (e.g., JIRA).
• Offer on-site and remote support for system installations and troubleshooting.
• Assist with GPS integration and machine control for field personnel.
• Interface Applied Technology components with customer networks and hardware to ensure seamless integration.
• Build and maintain strong customer relationships, ensuring top-level service and support.
• Provide regular updates to team members and management on project status.

• Manage system installations and provide ongoing support for Applied Technology products.
• Track service/ticket progress to ensure timely issue resolution.
• Continuously improving service levels based on customer feedback and operational needs.
• Collaborate with team members to address technical challenges and support daily operations.

• 2-year degree or equivalent experience in electronics, computer science, or a related field of study preferred.
• 2-5 years  experience in technical support with hands-on experience with PC components and electrical systems
• Solid understanding of PC structure and functionality, including assembly and disassembly.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word) and familiarity with system troubleshooting tools (e.g., JIRA).

• Bachelor’s degree in electronics, computer science, IT, or related field.
• Additional certifications or experience with GPS, machine controls, or Applied Technology systems.

• Analytical:
  Uses intuition and experience to design efficient workflows and procedures.
• Problem Solving:
  Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, and works well in group problem-solving situations.
• Customer Service:
  Responds promptly to customer needs, utilizes customer feedback for continuous service improvement, and consistently meets or exceeds commitments.
• Oral Communication:
  Communicates clearly and precisely in all situations, maintaining a positive attitude when interacting with customers.
• Written Communication:
  Writes clearly and informatively, proofreading for spelling and grammar, and able to interpret written information.
• Teamwork:
  Contributes to building a positive team spirit, supports team efforts to succeed, and actively brings ideas and contributions for continuous improvement.
• Planning/Organizing:
  Effectively manages plans and priorities, optimizes time utilization, and maintains organization.
• Safety:
  Observes safety procedures, promptly reports potentially unsafe conditions, and uses equipment and materials properly.

• Must be able to obtain a TWIC (Transportation Worker Identification Card), an e-rail safety card, and a passport.

This is primarily an office classification and employees work in an office with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances. May work offsite in various environments; travel may be required. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard, typewriter keyboard or calculator and to operate standard office equipment.

Must be able to speak clearly and communicate clearly in English. The position occasionally bends, stoops, reaches, pushes and pulls drawers to retrieve and file information and lifts and carries reports, records, and other materials that typically weigh less…