IT Support Technician

Job Summary:

 An Airship IT Support Technician finds and corrects software and hardware problems for Airship’s clients. They will work closely with the greater Support and Sales team to make sure you are executing a high level of customer service in accordance with the company mission. You will need to have a working understanding of networking, hardware, and software so you can diagnose technical issues and clearly explain solutions in plain language to customers over the phone and through email.

Roles and Responsibilities:

• Provide exceptional support for our commercial and law-based software, servers, virtual machines and cloud environments
• Communicate with clients over the phone and through email to get details of an issue·        
• Troubleshoot issues and explain them to clients
• Work with field technicians to install and replace hardware
• Train clients on new systems and/or software
• Maintain accurate records on problems and solutions
• Willing to travel to on-site locations if needed
• Proactively identify improvements to the product
• Create and complete highly detailed and accurate tickets for the tracking of issues
• Provide solutions based on knowledge in servers and networking troubleshooting
• Be a “firefighter” to resolve customer environment issues during mission critical times.
• Works independently and problem-solve in a rapidly changing – and sometimes ambiguous – environment
• Act as a liaison to escalate and monitor issues between our customers, the support team, and the company
• Able to work off business hours to address critical matters/situations based on a on-call rotation support model
• Maintains composure in critical situation
• Other job duties as assigned

Qualifications:

 Applicants must possess 1 or more years of experiences in customer service. In addition, it is preferred but not required to have Training, Certificates, Job Experience or Degrees in Computer Science related fields. Specialized experience and additional qualifications for this position should include, excellent verbal and written skills, experience working with a diverse team, unwavering integrity, and self-driven initiative. Experience working on government contracts with the ability to maintain a clearance is a plus. Knowledge of ticketing systems, project management software, Microsoft 365, and the ability to learn propriety Airship software is required.

INVESTIGATION REQUIREMENT:  Applicants must be willing, as that may be required, to be subjected to a background investigation to determine suitability for employment at Airship Industries.  Continued employment is contingent upon favorable adjudication of periodic reinvestigations.

DRUG TESTING: Certain Airship positions require drug testing.  Applicants tentatively selected for those positions will be required to submit to urinalysis to screen for illegal drug use per Federal requirements prior to employment.  Employment is contingent upon favorable results.