Technical Support I

Wesco Aircraft is the world’s leading distributor and provider of comprehensive supply chain management services to the global aerospace industry, based on annual sales. Our services range from traditional distribution to the management of supplier relationships, quality assurance, kitting, just-in-time delivery and point-of-use inventory management. We offer one of the world’s broadest portfolios of aerospace products, including C-class hardware, chemical and electrical and comprised of more than 550,000 active stock-keeping units. Wesco Aircraft has more than 2,700 employees across 57 locations globally with net sales of $1.5 billion in 2016.

SUMMARY:
The Technical Support I position involves software and hardware setup, configuration, and troubleshooting. This position will interpret users’ requests for assistance, document, and provide support towards resolution within the scope of the position and escalate as needed. The technician supports all levels of the company. As a highly visible and trusted role, the position requires an ethical and professional demeanor, handling all responsibilities with appropriate confidentiality, tact and diplomacy.

Technical Support I responsibilities include, but are not limited to: first line of support, document incidents, account creations/terminations/maintenance, deployment/maintenance of various equipment, and initial support/ troubleshooting of all applications. The scope of this position is to provide first line of support/follow-up, communicate with team members effectively, problem solving, working on projects, other tasks as assigned, and continuing to gain skills and knowledge towards advancement.

DUTIES AND RESPONSIBILITIES:
Provide an efficient and personable experience for all users

Address all issues in a timely manner reflective of SLA standards in place

Work on assigned tasks in a productive, thorough, and organized fashion

Record all incidents in ticket system to reflect accurate representation of work

Communicate effectively with team members and users to keep all necessary parties updated with needed information

Create, terminate, and maintain accounts for supported applications

Deploy, repair, and support various hardware and end user devices

Create and revise documentation as changes and improvements are made to policies and procedures

Escalate users’ issues according to policies and priorities

Adhere to all policies and procedures

Attend department or company-sponsored trainings or meetings, as required

Qualifications

REQUIREMENTS:
High school diploma or equivalent required;

Associate’s degree or higher in an information technology field preferred

Two years of relevant work experience in an Information Technology field

IT certifications preferred (not required): A+, Network+, VCP, Microsoft MTA, CCENT, MCP, MCSA, MCSE & CCNA

One year experience in a customer support/service position highly preferred

Able to troubleshoot computer hardware and software

Working knowledge of Microsoft software

Experience with a ticketing system is preferred

Experience with remote assistance preferred

Able to work in a team as well as with minimal supervision

Possess strong interpersonal skills

Able to communicate technical information to a non-technical audience

Able to communicate effectively with all levels of the company and outside representatives

Able to work in a fast paced environment

Detail oriented

This position requires use of information which is subject to compliance with the International Traffic in Arms Regulations (ITAR). To conform to U.S. Government export regulations/ITAR, applicant must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Wesco Aircraft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

WHY WESCO?

This is an exciting time to join Wesco Aircraft due to our expansion and increased market share within the aerospace industry. At Wesco Aircraft, we invest in our employees, meaning the opportunity for career progression and personal development is outstanding.

BENEFITS

:

Wesco is proud to offer a broad range of benefits options. You can choose from a number of plans including medical, dental, vision, life and disability insurance and voluntary supplemental programs. All full-time employees are eligible for benefits coverage.

At Wesco Aircraft, we know that having the best employees provides us the competitive advantage and we are always searching for capable individuals. Apply online at:

www.wescoair.com

Primary Location

:

US-TX-Roanoke

Job

:

Information Technology

Organization

:

Information Technology

Schedule

:

Regular

Full-time

Job Posting

:

May 31, 2017, 5:17:22 PM