IT Support Technician

HEICO Corporation • Tempe, AZ

11d • Onsite

About The Position

The IT Support Technician supports end users and the technology they use. Requests arrive by email, phone, help-desk ticket, or in person. The role installs and troubleshoots hardware and software on laptops and desktops and uses internal and external escalation channels, including vendors and manufacturers. Working closely with and at the direction of the Director, IT, the technician supports and maintains IT systems and collaborates with technology users throughout the organization. The role also includes user training, backup rotation and logging, issue tracking, and communication of status and resolutions. Robertson Fuel Systems is a HEICO company that designs, develops, and manufactures crashworthy fuel systems for defense and civil customers; its technology is intended to help prevent post-incident fires and save lives.

Requirements

• An associate degree in a computer-related field or related discipline; at least two years of relevant experience as an IT Assistant or IT Help Desk professional in a business setting or related field; or an equivalent combination of education and experience.
• Technical knowledge of software and hardware support and troubleshooting for multiple users.
• At least one year of end-user support experience in a corporate business environment.
• Understanding of installation, configuration, and troubleshooting processes for software, hardware, wiring, networking, and peripheral equipment.
• Experience with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint; Project, Access, and Visio as required.
• Mathematical understanding consistent with the position requirements.
• Ability to read, write, and communicate clearly and effectively in English.
• Ability to interpret instructions provided in written, oral, diagram, or schedule form.
• Ability to use various tools to identify and solve problems.
• Strong customer service skills and orientation toward company culture and reputation.
• Ability to meet tight deadlines and work in a fast-paced, multitasking environment.
• Ability to adapt to changes, manage competing demands, and deal effectively with frequent change, delays, or unexpected events.
• Strong time-management, prioritization, and organizational skills.
• Ability to protect organizational value by keeping information confidential.
• Ability to participate successfully in a team and collaborate with others toward common objectives.
• Ability to apply common sense in carrying out responsibilities.
• Regularly sit, walk, stand, and climb; occasionally bend, kneel, crawl, or stoop.
• Regularly lift or carry an average of 25 pounds and a maximum of 75 pounds.
• Regularly use hand tools such as wrenches, drills, screwdrivers, scissors, crimpers, punch tools, and rulers; occasionally use powered equipment such as golf carts and scissors lifts.
• Ability to drive a company vehicle in accordance with the Employee Policy Manual.
• Comply with safety policies and maintain a clean, safe work area.

Nice To Haves

• Experience with or certification in SQL, Oracle, or similar database technologies.
• Experience with ERP software.
• Experience with scripting languages such as .NET, Java, C#, or PowerShell.
• Public-speaking experience for training sessions.

Responsibilities

• Work closely with and at the direction of the Director, IT on daily technology support, maintenance, and collaboration with users.
• Become familiar with the organization's IT technologies, solutions, and network designs.
• Install and support peripheral IT hardware, including monitors and keyboards.
• Manage and track issue progress using a help-desk ticket management system.
• Install, configure, upgrade, and troubleshoot approved software, including Windows, Office, and other business applications.
• Troubleshoot, replace, and upgrade computer hardware as needed.
• Provide telephone, in-person, and online support to end users.
• Perform virus and malware-related tasks.
• Provide users and managers with updates, status, and completion information by voice, email, or in person.
• Escalate problems to software or hardware vendors when necessary.
• Provide initial training on systems.
• Rotate and log backups.
• Identify and resolve problems in a timely manner; gather and analyze information; look for ways to improve quality; and demonstrate accuracy and thoroughness.
• Adhere to the Export Control and Technology Control Plan, Compliance Plan, and Employee Policy Manual as applicable.
• Maintain a clean, safe work area and comply with company safety policies and applicable laws.
• Travel domestically up to 10% as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree