IT Support Technician

Company

For over 45 years Robertson Fuel Systems, a HEICO company, continues to be the world leader in the design, development, and manufacturing of crashworthy fuel systems. The Company's technology, experience, and capability in fuel containment are paramount to both its defense and civil customers. Engineered to help prevent post-incident fires, its fuel solutions save lives.

The Information Technology (IT) Support Technician reports to the Director, IT.

The mission of every Robertson employee is to execute their responsibilities with the #1 goal of saving and protecting the lives of service members across the globe. The Information Technology (IT) Support Technician is responsible for the support of end users and the technology they use. Support requests are received via email, phone, help desk tickets and/or in person. Tasks will include hardware and software installation and troubleshooting on laptops and desktops.

The Information Technology (IT) Support Technician will have escalation channels both within the organization as well as external channels to vendors and manufacturers.

• Work closely with, and at the direction of, the Director, IT to perform daily tasks related to the support and maintenance of, and collaboration with, technology users in every
• Become familiar with IT technologies, solutions, and network designs specific to
• Install and support peripheral IT hardware such as monitors, keyboards,
• Manage and track progress of issues via a Help-Desk ticket management
• Install, configure, upgrade and troubleshoot approved software packages such as Windows, Office, and other business applications.
• Performs hardware troubleshooting, replacement, and upgrades to existing computer equipment as needed.
• Effectively present information and respond to questions from
• Provide telephone, in-person and online support to end-
• Perform virus and malware
• Provide updates, status and completion information to managers and/or users, via voice, e-mail or in-person communication.
• Escalate problems to software or hardware venders when
• Provide initial training on systems and
• Rotate and log back-up
• Identify and resolve problems in a timely manner; gather and analyze information skillfully; proactively look for ways to improve and promote quality and demonstrate accuracy and thoroughness in work product
• Adhere to Export Control and Technology Control Plan (TCP) as applicable to job function
• Adhere to Compliance Plan and Employee Policy Manual

Please note this job description is not designed to cover nor contain a static listing of activities, duties or responsibilities. Additional duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required.

An Associate's degree in a computer related field or related discipline; a minimum of two (2) years relevant experience as an IT Assistant or IT Help Desk in a business setting, or related field; or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

• Technical knowledge of the techniques and procedures of software and hardware support and troubleshooting for multiple users
• One (1) year end-user support experience in a corporate business environment
• Understanding of installation, configuration and troubleshooting processes for software, hardware, wiring, networking and peripheral equipment
• Experience with MS Office Suite (Excel, Word, Outlook, PowerPoint; Project, Access and Visio as required)
• Mathematical understanding consistent with the position requirements
• Ability to read, write and communicate clearly and effectively in English
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to use various tools to identify and solve problems
• Strong customer service and company culture/ reputation orientation

Experience with or certification in the one or more of the…