IT Support Technician

The Company:

For over 45 years Robertson Fuel Systems, a HEICO company, continues to be the world leader in the design, development, and manufacturing of crashworthy fuel systems. The Company's technology, experience, and capability in fuel containment are paramount to both its defense and civil customers. Engineered to help prevent post-incident fires, its fuel solutions save lives.

Reporting Relationship

The Information Technology (IT) Support Technician reports to the Director, IT.

The Position

The mission of every Robertson employee is to execute their responsibilities with the #1 goal of saving and protecting the lives of service members across the globe. The Information Technology (IT) Support Technician is responsible for the support of end users and the technology they use. Support requests are received via email, phone, help desk tickets and/or in person. Tasks will include hardware and software installation and troubleshooting on laptops and desktops. The Information Technology (IT) Support Technician will have escalation channels both within the organization as well as external channels to vendors and manufacturers.

Duties & Responsibilities

• Work closely with, and at the direction of, the Director, IT to perform daily tasks related to the support and maintenance of, and collaboration with, technology users in every
• Become familiar with IT technologies, solutions, and network designs specific to
• Install and support peripheral IT hardware such as monitors, keyboards,
• Manage and track progress of issues via a Help-Desk ticket management
• Install, configure, upgrade and troubleshoot approved software packages such as Windows, Office, and other business applications.
• Performs hardware troubleshooting, replacement, and upgrades to existing computer equipment as needed.
• Effectively present information and respond to questions from
• Provide telephone, in-person and online support to end-
• Perform virus and malware
• Provide updates, status and completion information to managers and/or users, via voice, e-mail or in-person communication.
• Escalate problems to software or hardware venders when
• Provide initial training on systems and
• Rotate and log back-up
• Identify and resolve problems in a timely manner; gather and analyze information skillfully; proactively look for ways to improve and promote quality and demonstrate accuracy and thoroughness in work product
• Adhere to Export Control and Technology Control Plan (TCP) as applicable to job function
• Adhere to Compliance Plan and Employee Policy Manual

Please note this job description is not designed to cover nor contain a static listing of activities, duties or responsibilities. Additional duties may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

An Associate's degree in a computer related field or related discipline; a minimum of two (2) years relevant experience as an IT Assistant or IT Help Desk in a business setting, or related field; or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Professional Qualifications Required:

• Technical knowledge of the techniques and procedures of software and hardware support and troubleshooting for multiple users
• One (1) year 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 MS Office Suite (Excel, Word, Outlook, 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 a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to use various tools to identify and solve problems
• Strong customer service and company culture/ reputation orientation

Preferred:

Experience with or certification in the one or more of the following:

• SQL, Oracle or similar database technologies
• ERP Software
• Scripting languages (.Net, Java, C#, PowerShell, )
• Public speaking for training sessions

Personal Competencies

• Demonstrated ability to meet tight deadlines and work in a fast paced, multi-task environment
• Ability to adapt to changes in the work environment, manage competing demands and effectively deal with frequent change, delays or unexpected events
• Strong time management and prioritization skills
• Strong organizational skills
• Protect organization's value by keeping information confidential
• Ability to participate successfully in a team environment; demonstrate willingness collaborate with others to achieve common objectives
• Ability to apply common sense towards the execution of responsibilities

Physical Demands

While performing the duties of this position, the incumbent is regularly required to sit, walk, stand and climb. The incumbent is occasionally required to bend, kneel crawl or stoop. The incumbent must regularly lift or carry 25 pounds average and a maximum of 75 pounds. The incumbent will regularly use hand tools including but not limited to wrenches, drills, screwdrivers scissors, crimpers, punch tools and rulers. The incumbent will occasionally use powered equipment including but not limited to golf carts, and scissors lift. Ability to drive a company vehicle per Employee Policy Manual E.

Up to 10% domestic travel may be required for this position.

Work Environment

While performing the duties of this position, the incumbent is regularly exposed to office and production environments, occasionally exposed to dirty working conditions, heat or cold ranging between 40 and 110 degree ambient conditions and dusty environments. The noise level in the work environment ranges from low to moderate in the office areas and moderate to high in production areas. The incumbent generally is not required to wear PPE (Personal Protective Equipment), however in certain production areas may be required to wear hearing protection and eye protection.

Safety/Security/Environmental

• Maintain a clean, safe work area in compliance with OSHA
• Comply with all Safety policies as outlined by the company standards and local, state and federal laws.

Other

As provided by the Americans with Disabilities Act, the company is committed to discussing and providing reasonable accommodations to its employees to help them fulfill the essential functions of their jobs.