Technical Support Specialist II

2 weeks ago


Roseville, California, United States PASCO Scientific Full time
Job Overview

SUMMARY/OBJECTIVE:

The Technical Support Specialist II operates with minimal oversight to deliver technical assistance to both external and internal clients across various sectors including engineering, manufacturing, marketing, and educational development.

KEY RESPONSIBILITIES:

  • Assist Educators: Address and document inquiries from teachers and students through phone, electronic tickets, chat, and email regarding PASCO software products, tablet applications, hardware usage, and educational strategies utilizing PASCO equipment.
  • Coordinate Equipment Repairs: Collaborate with customers and internal teams to manage the repair or replacement of equipment under warranty and non-warranty conditions.
  • Troubleshoot Technical Issues: Work alongside educators, administrators, and IT personnel to diagnose and resolve technical challenges related to PASCO software installations, network configurations, and device compatibility across various platforms including Windows, Mac OS, iOS, and Android.
  • Provide Technical Insights: Communicate specifications, operational parameters, and use cases for current and potential users. Engage in pre-sales technical discussions with prospective clients and work with sales teams to ensure customer satisfaction.
  • Document Product Issues: Record and report product, software, and curriculum-related issues, including writing bug reports for review by product managers and software engineers.
  • Continuous Learning: Stay informed about both new and existing PASCO products to maintain a comprehensive understanding of the offerings.

POSITION REQUIREMENTS:

  • Bachelor's degree in a scientific or engineering discipline with a solid teaching background.
  • Two to four years of experience in teaching sciences such as chemistry, biology, earth science, physics, or engineering, preferably at the middle to university level.
  • Proficient in computer use, maintenance, and troubleshooting, with experience across various operating systems.
  • Exceptional communication skills to engage positively with customers, educators, and colleagues.
  • Able to cater to a diverse range of customer technical abilities and scientific knowledge.
  • Team-oriented with the capability to integrate into an established group and work towards shared objectives.

PREFERRED EXPERIENCE:

  • Familiarity with PASCO systems, including interfacing and data acquisition software.
  • Ability to interpret mechanical and electronic schematics.
  • Experience in developing standards-based science curriculum for high school or college levels.
  • Knowledge of Next Generation Science Standards (NGSS).
  • Experience with Advanced Placement (AP) or International Baccalaureate (IB) curricula.

SKILLS AND ATTRIBUTES:

  • Strong verbal and written communication skills tailored to specific contexts.
  • Empathetic approach to customer needs.
  • Detail-oriented with excellent organizational skills.
  • Effective problem-solving and analytical abilities.
  • Proficient in time management and task execution.
  • Collaborative team player with adaptability to work with various groups.
  • Willingness to implement enhancements in procedures and protocols.
  • Typing proficiency of at least 40 words per minute.

PHYSICAL DEMANDS:

The physical requirements for this role include regular communication, frequent sitting, standing, and walking, as well as the ability to lift and handle office supplies up to 50 pounds.

This position may require performing under pressure and managing high-volume demands.

EEOC & DFEH Statement:

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any protected characteristic.



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