IT Technical Support Specialist - Aerospace

Accurus Aerospace•Tulsa, OK

23h•Hybrid

About The Position

The IT Support Technician is the first point of contact for employees (users), ensuring the security and integrity of computer operations and data in accordance with the IT department's strategic plan. This role is identified as requiring ITAR (International Traffic in Arms Regulations) compliance; therefore qualified candidates must meet the definition of a U.S. Person (per EAR Part 772 and ITAR 120.15): An individual who is granted U.S. citizenship, or An individual who is granted U.S. permanent residence (i.e., a "Green Card" holder), or An individual who is granted status as a "protected person".

Requirements

A minimum of two years experience in a similar helpdesk or technical support role is required; a combination of relevant IT training/or work experience may be considered in lieu of job experience
Advanced technical/vocational training in the IT field, relevant to current technologies is required
High School Diploma or equivalent required
Must meet the definition of a U.S. Person (per EAR Part 772 and ITAR 120.15): U.S. citizenship, U.S. permanent residence ("Green Card" holder), or "protected person" status.

Nice To Haves

Microsoft certifications preferred
Experience supporting networked equipment in a shop environment is preferred
ERP knowledge is advantageous

Responsibilities

Demonstrates basic technical understanding of Microsoft Office 365 products, including the Productivity Suite (outlook, word, excel) as well as SharePoint and Teams
Communicates clearly and effectively to correctly identify user issues and appropriately explain technical information to technical and non-technical users across all levels of the organization
Installs and configures computer hardware operating systems and applications including laptops, desktops, printers, copiers, phone systems, tablets and other mobile devices, networked manufacturing equipment and peripherals
Assists staff face-to-face, via email, or via Microsoft Teams or other remote support applications to set up systems or resolve issues
Troubleshoots technical issues as a first point of contact
Logs all incidents and service requests in the Help Desk ticketing application; timely recording new incidents, troubleshooting activity, and resolution or escalation steps
Manages Helpdesk tickets; planning and prioritizing systematically to minimize backlog and ensure operational efficiency
Provides technical assistance to project teams and undertake technical project roles when required
Provides technical support by identifying, investigating, and resolving users' problems with computer software and hardware; escalates complex issues to higher level support when appropriate
Collaborates with employees to research and resolve problems
Collaborates with the global IT team
Arranges outside service by software or hardware vendors to repair or replace defective products
Maintains knowledge of technology innovations and trends; quickly learns new hardware and software as appropriate
Follows verbal and written instructions; reads and accurately interprets technical specs and instructions, online tutorials and support articles
Exercises sound judgment in selecting and implementing support recommendations to minimize unnecessary downtime; exercises appropriate discretion and spending in line with established guidelines and authority limitations
May manage security activities including operation of lobby access systems, badge systems, video security systems, and other access controls
Performs other related duties as assigned
Occasional domestic travel by air and/or ground transportation (including overnight travel) may be required