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Technical Support Specialist
2 months ago
Position Summary:
An IT Support Specialist at Airship is responsible for diagnosing and resolving software and hardware issues for our clients. This role requires collaboration with the broader Support and Sales teams to ensure high-quality customer service aligned with the company's mission. A solid understanding of networking, hardware, and software is essential to effectively troubleshoot technical problems and communicate solutions clearly to clients via phone and email.
Key Responsibilities:
- Deliver outstanding support for our commercial and legal software, servers, virtual machines, and cloud infrastructures.
- Engage with clients through phone and email to gather detailed information about their issues.
- Identify and troubleshoot problems, providing clear explanations to clients.
- Collaborate with field technicians for hardware installation and replacement.
- Educate clients on new systems and software.
- Maintain precise records of issues and their resolutions.
- Be willing to travel to client sites as necessary.
- Proactively suggest enhancements to our products.
- Create and manage detailed tickets for tracking issues.
- Offer solutions based on expertise in server and networking troubleshooting.
- Act swiftly to resolve critical customer issues during urgent situations.
- Work independently and solve problems in a fast-paced and sometimes unclear environment.
- Serve as a liaison to escalate and monitor issues between customers, the support team, and the organization.
- Be available for on-call support during critical situations.
- Maintain professionalism and composure in high-pressure situations.
- Perform other duties as assigned.
Qualifications:
Candidates should have at least one year of experience in customer service. While not mandatory, training, certifications, or degrees in Computer Science or related fields are preferred. Essential skills include excellent verbal and written communication, experience working within diverse teams, strong integrity, and self-motivation. Experience with government contracts and the ability to maintain security clearance is advantageous. Familiarity with ticketing systems, project management tools, Microsoft 365, and the capacity to learn proprietary Airship software is required.
Background Check Requirement:
Candidates must be willing to undergo a background investigation as part of the employment process. Continued employment is contingent upon favorable adjudication of periodic reinvestigations.
Drug Testing:
Some positions at Airship require drug testing. Candidates selected for these roles will need to complete a urinalysis to screen for illegal substances in accordance with federal regulations prior to employment. Employment is contingent upon favorable results.
