Info Sys-Gen/Multi Tech 3

Triumph Aerostructures Atlanta , GA 30301

Posted 3 months ago

Overview

Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.

Triumph participates at all levels of the aerospace supply chain from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage.

Responsibilities

KEY RESPONSIBILITIES:

(This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.)

  • Research, resolve, and respond to end-user issues/problems/questions received via email, telephone calls, walk-ups, etc., and provide hardware, and application support, such as PC, Network Printers, Smartphones, in accordance with current standards and SLA's

  • Work with users to appropriately diagnose the nature of their problems and resolve software, hardware and telephone device issues as well as access requests and other support requests/troubleshooting

  • Responsible for imaging, configuration and deployment of new Windows 7 workstations and any/ all Desktop software

  • Support as required for Radio Frequency devices, Handhelds and Wireless Access Points

  • Answer inquiries received at the Help Desk and accurately classify, prioritize and record the service requests

  • Special projects as identified

POSITION SUMMARY:

The Field Support Technician serves as first level field support for company sites. The primary responsibility of this role is to be the first line of IT support for local and remote users. This position is responsible for responding to IT support requests from end users via incoming telephone calls/email communications/trouble tickets and assisting on users requests (or escalate as required), and other duties as assigned. Due to the customer facing nature of this role, interpersonal and communication skills are crucial.

Field Support Technicians may be asked by the Service Desk Manager to assist the Help Desk Call Center for a predetermined amount of time, especially during peak hours or when Help Desk support staff is unavailable.

Targeted Outcomes:

  • Build strong relationships with team members and develop effective team processes to meet organizational goals

  • Build core standards and policies to help frame a solid, easy to manage environment for customers and IT personnel.

  • Contribute to the efficiency and improvement of the IT organization by identifying, resolving, and eliminating the cause of the issues

Qualifications

EDUCATION AND EXPERIENCE:

  • Associates degree in relevant area

BASIC REQUIREMENTS:

  • Minimum 2 years of experience supporting applications, hardware, and windows operating systems

  • Experience in supporting an environment of > 500 users

  • Hold a valid driver's license with a clean record

  • Safely drive a company vehicle within the site to provide hands on support for the location

TECHNICAL:

  • Knowledge in Microsoft operating systems and office products

  • Experience with Dell computer equipment

  • Printer configuration and support

  • Networking - Cisco switches and wireless AP's

  • Cisco VoIP phones and systems

  • Engineering based software solutions such as Catia, eNovia

  • MES and other A&D Shop Floor applications

BEHAVIORAL:

  • Excellent Customer Support skills

  • Able to work within a fast paced, changing, high energy environment

  • Able to communicate effectively within a virtual team environment

  • Strong analytical, quantitative and problem-solving skills

  • Able to work independently with limited supervision

  • Detail Oriented

  • Proactive; internal drive to continuously and successfully meet goals

  • Focused on continuous process improvement


PHYSICAL REQUIREMENTS:

  • Able to lift and carry equipment such as printers, PC's and monitors:

  • Must be able to lift up to 40 lbs.

  • Able to push/pull up to 20 lbs.

  • Able to carry 10 lbs. or less

  • Able to climb up to 3 flights of stairs

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Info Sys-Gen/Multi Tech 3

Triumph Aerostructures