What are the responsibilities and job description for the IT Support Specialist position at HAECOAMERICAS?
About HAECO Americas
Headquartered in Greensboro, NC, with facilities in Lake City, FL, HAECO Americas is a global, world-class aviation company providing services ranging from aircraft maintenance, repair, and overhaul to the manufacturing of aircraft interior products. HAECO Americas is one of the leading aviation corporations in the world. We pride ourselves on safe, high-quality aviation products and services for our customers, as well as security and growth for our most valuable asset -- our people.
Why HAECO Americas
A career with HAECO Americas is your chance to connect with a world leader in aircraft maintenance and interiors. Your career at HAECO will expose you to the best practices of aircraft maintenance on Boeing and Airbus wide-body and narrow-body jets for major airlines and operators. As a HAECO team member, you will learn from the industry’s best, pick up new skills, and continue your professional development. We offer a flexible, high-energy work environment with opportunities to innovate, learn and grow - doing work that matters. The sky is the limit on how far your potential could take you at HAECO Americas.
HAECO Americas offers an array of benefits designed with the health and welfare of our employees in mind.
- Comprehensive Benefit Plans
- Health Savings Account
- Career Progression Program
- Paid Premiums for Certifications/Shifts
- Paid Time Off
- Employee Discounts
- Relocation Assistance (if applicable)
- 401k Savings Plan
- Employee Assistance Program
- Certification Assistance and Tuition Reimbursements
- Collaborative and Safe Work Environment
Position Overview
Provides first-level support for issues related to computers and telephones, including problem determination, escalation, tracking and resolution. Assists local and remote users with resolving computer hardware, computer software, and network/voice communication/connectivity issues for a 24 x 7 production environment. Provide timely reporting of IT Operations work order and inventory status. Perform network administration maintenance tasks in accordance with established procedures.
- Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.
- Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.
- Provide oral, written, or hands-on support to all hardware, software and telephone users.
- Utilize working knowledge of MS Office suite, desktop operating systems, problem management systems, end-user network administration (password resets, permissions, restarting services), and basic UNIX/Linux knowledge.
- Responsible for user, account, and service provisioning
- Responsible for installing/deploying software on endpoints
- Responsible for assigning and escalating new incoming support requests
- Record, track, escalate, update calls, and close tickets thru problem management software.
- Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.
- Resolve problems using electronic tools, manuals and technical support documentation.
- Quote, submit purchase requests, and receive shipments for IT related items, as needed.
- Provide 24x7 on-call support for any systems that you have been assigned responsibility for.
- Participate in on-call rotation. Provide general support 24x7 during week long on-call rotations.
- Participate in project activities, as assigned by management
- Communicate effectively acting as a key liaison with customers, team members and colleagues across the company. Effectively communicate technical information to non-technical audiences.
- Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.
- Coordinate activities with other team members.
- Some occasional travelling may be required, for example to user groups or conferences.
What you need: (Requirements)
- Minimum 1-year Enterprise level Help Desk experience.
- Excellent oral and written communications skills.
- Excellent troubleshooting skills.
- Ability to set priorities and accomplish tasks with minimal supervision
- Experience with supporting Windows 7
- Basic hardware and software troubleshooting (break/fix) knowledge
- Normal mental and visual attention with manual coordination for keyboard operations approximately 50% of the time
- Normal or corrected hearing and vision required
- Must be able to lift 50 lbs
- Must be able to work in a stressful, face-paced environment
- Must be willing to support a 24 x 7 production environment (on-call rotation, or 24x7 on-call duties for administrators of systems/services)
Preferred
- Experience with supporting Windows 10, Windows Server Operating systems, and UNIX/Linux
- Formal training on at least 3 Microsoft Applications or OS Components
- CompTIA and/or MCP/MCSA certifications
This company considers candidates without regard to their race, color, religion, sex, sexual orientation, gender identity, and national origin.
