IT Service Desk Technician-EN

Key Responsibilities

• Oversee and coordinate all IT Service Desk activities, reporting to the TSSC Manager.
• Ensure helpdesk tickets are prioritized and addressed according to TSSC procedures.
• Provide IT support and coordinate with IT team members for timely resolution of service tickets.
• Monitor hardware/software and support the TSSC Manager in lifecycle management planning.
• Install, configure, troubleshoot, and support various software packages.
• Test fixes to confirm problem resolution.
• Provide support for technical classroom equipment including projectors, TVs, satellite receivers, and smart boards.
• Document all pertinent information regarding help requests in the electronic help ticketing system.
• Escalate problems to appropriately experienced technicians when required.
• Provide orientation for new students on course material and TSSC services.
• Provide computer network infrastructure (CNI) orientation to employees.
• Assist in preparing and maintaining departmental procedures for logging, reporting, and monitoring TSSC operations.
• Document desktop equipment or component failure, repair, installation, and removal.
• Record, track, and document the service desk request problem-solving process, including decisions and actions taken.
• Update inventory control for hardware and software.
• Support the department’s quality assurance program by maintaining processes, procedures, job aids, and overseeing operations and service level agreements.
• Support the department management system through participation in internal compliance audits and follow-up improvements.
• Perform systems interface/fault isolation.
• Apply fundamental troubleshooting procedures for interfaces and peripheral equipment.
• Provide networking and information systems support on training devices and networks.
• Perform facility/housekeeping duties as required to maintain a safe and clean work environment.

Requirements & Tech Stack

• Advanced IT knowledge and troubleshooting skills.
• Ability to work independently and as part of a team.
• Advanced knowledge of computer hardware/software configuration including peripheral devices.
• Basic understanding of computer networking.
• Good command of English (oral and written).
• Superior customer service skills.
• Ability to work with minimal supervision.
• Reliable transportation.
• Availability for on-call work.
• Must be a U.S. citizen (due to U.S. Government contract requirements).
• Must be eligible for DoD Personal Security Clearance.
• Duties performed in an office environment and manufacturing facility.
• Must be able to work overtime on and off-shifts as required.
• Employee is on call 24x7.
• Must be able to work any day of the week, any shifts.
• Work in flight simulators, maintenance areas, classrooms, projection rooms, office areas, simulator high bays, shop floor, and hydraulic pump rooms.
• Must be able to lift at least 40 pounds overhead.
• Must be able to walk and/or climb stairs and ladder.
• Must be able to distinguish colors.
• May be exposed to extreme heat, airborne particles, and loud noises.
• Domestic and international travel as required.

Qualifications

• Requires 2 to 4 years’ experience with BS/BA OR 0 to 2 years’ experience with MS/MA/Military experience.
• Must be able to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret complex customer requirements and attitudes from verbal, non-verbal, and written communication is desirable.
• Ability to read and understand IT infrastructure schematics, drawings, and procedures.
• Must have the ability to read, analyze, and interpret complex word and technical documents/diagrams.
• Required to respond effectively to sensitive inquiries and complaints.
• Must be able to generate effective oral and written presentations and proposals on complex subjects.