FlightSafety International
Senior Deskside Support Technician
FlightSafety International, Wichita, Kansas, United States, 67232
About FlightSafety International
FlightSafety International is the world's premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world's largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.
Purpose of Position
The Senior Deskside Support Technician is a member of an onsite technical team who provides Tier 2 and Tier 3 IT Support and works directly with the Senior Leadership Team (SLT). This is a predominantly hands-on, customer-facing role, supporting the senior leaders with a high level of autonomy.
Tasks and Responsibilities
Perform Tier 2 and Tier 2 escalations to vendors or internal departments and work with the other parties to resolve issues to the satisfaction of the customer with limited supportive guidanceProvide excellent IT concierge support to senior leaders by fulfilling requests, troubleshooting, and resolving intermediate and advanced issues both remotely and onsiteAnalyze and diagnose problems, and link them to underlying issues and symptoms to determine a solutionTroubleshoot, install, repair, upgrade, and configure a variety of issues autonomously, including but not limited to hardware, printing, imaging, and software issuesWrite technical documentation to communicate "How To" instructionsCoordinate hardware procurement for business leaders and employees through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warrantyDevelop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areasMaintain current and accurate hardware inventory list for IT equipmentMaintain adequate knowledge of operating systems and application software used to provide a high level of supportSupport the indirect development of others; Train and cross-train team members as assigned; Lead by example and help support others through training, feedback, and encouragementConsistently execute deskside support responsibilities promptly; look for ways to improve resultsNavigate relationships through rapport and a proven track record of meeting customer needsDisplay control and flexibility in complex or stressful situations; understand how to reprioritize requests to deliver resultsWork to understand customer needs and provide recommendations to get ahead of potential issuesParticipate in special projects as assignedTravel when required.Minimum Education
Associates degree or equivalent work experienceMinimum Experience
5+ years of customer-facing deskside support experienceKnowledge, Skills, Abilities
Excellent technical knowledge of PCs and desktop hardware.Working technical knowledge of network protocols, operating systems, and standards.Window Desktop Operating SystemsStrong knowledge and experience troubleshooting Microsoft Office SuiteAbility to operate various desktop technology tools, components, and peripheral accessoriesBasic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and conceptsAbility to work independently and in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial resultsBe accountable and responsible for the accuracy and completeness of assigned work and resultsAbility to overcome obstacles and handle requests promptlyPrioritize and manage workload and communicate issues clearlyExhibit the ability to act calmly and competently in high-pressure, high-stress situationsAbility to work in a dynamic and fast-paced environmentMust be a critical thinker with strong problem-solving skillsExhibit effective verbal and written communication skills
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand, walk, and sit.
Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material.
The noise level in the work environment is usually low to moderate.
FlightSafety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
FlightSafety International is the world's premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world's largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.
Purpose of Position
The Senior Deskside Support Technician is a member of an onsite technical team who provides Tier 2 and Tier 3 IT Support and works directly with the Senior Leadership Team (SLT). This is a predominantly hands-on, customer-facing role, supporting the senior leaders with a high level of autonomy.
Tasks and Responsibilities
Perform Tier 2 and Tier 2 escalations to vendors or internal departments and work with the other parties to resolve issues to the satisfaction of the customer with limited supportive guidanceProvide excellent IT concierge support to senior leaders by fulfilling requests, troubleshooting, and resolving intermediate and advanced issues both remotely and onsiteAnalyze and diagnose problems, and link them to underlying issues and symptoms to determine a solutionTroubleshoot, install, repair, upgrade, and configure a variety of issues autonomously, including but not limited to hardware, printing, imaging, and software issuesWrite technical documentation to communicate "How To" instructionsCoordinate hardware procurement for business leaders and employees through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warrantyDevelop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areasMaintain current and accurate hardware inventory list for IT equipmentMaintain adequate knowledge of operating systems and application software used to provide a high level of supportSupport the indirect development of others; Train and cross-train team members as assigned; Lead by example and help support others through training, feedback, and encouragementConsistently execute deskside support responsibilities promptly; look for ways to improve resultsNavigate relationships through rapport and a proven track record of meeting customer needsDisplay control and flexibility in complex or stressful situations; understand how to reprioritize requests to deliver resultsWork to understand customer needs and provide recommendations to get ahead of potential issuesParticipate in special projects as assignedTravel when required.Minimum Education
Associates degree or equivalent work experienceMinimum Experience
5+ years of customer-facing deskside support experienceKnowledge, Skills, Abilities
Excellent technical knowledge of PCs and desktop hardware.Working technical knowledge of network protocols, operating systems, and standards.Window Desktop Operating SystemsStrong knowledge and experience troubleshooting Microsoft Office SuiteAbility to operate various desktop technology tools, components, and peripheral accessoriesBasic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and conceptsAbility to work independently and in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial resultsBe accountable and responsible for the accuracy and completeness of assigned work and resultsAbility to overcome obstacles and handle requests promptlyPrioritize and manage workload and communicate issues clearlyExhibit the ability to act calmly and competently in high-pressure, high-stress situationsAbility to work in a dynamic and fast-paced environmentMust be a critical thinker with strong problem-solving skillsExhibit effective verbal and written communication skills
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand, walk, and sit.
Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material.
The noise level in the work environment is usually low to moderate.
FlightSafety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.