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Technical Support Specialist II

2 months 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 log requests from teachers and students via phone, electronic tickets, chat, and email regarding PASCO software products, tablet applications, USB and wireless interfaces, and the use of PASCO hardware and curriculum resources.
  • Coordinate Equipment Repairs: Collaborate with customers and internal teams to manage the repair or replacement of equipment under warranty and non-warranty circumstances.
  • Troubleshoot Technical Issues: Work alongside educators, administrators, and IT personnel to diagnose and resolve technical challenges related to PASCO software installations, network configurations, and hardware interactions across various platforms including Windows, Mac OS, Chromebook, iOS, and Android.
  • Provide Technical Guidance: Share equipment specifications, operational parameters, and use cases with current and potential users. Engage in pre-sales technical discussions with prospective clients and partner with sales teams to ensure customer satisfaction.
  • Document Issues: Report and log product, software, and curriculum-related issues, including writing detailed 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 teaching sciences such as chemistry, biology, earth/environmental science, physics, or engineering, preferably at the middle to university level.
  • Proficient in computer use, maintenance, and troubleshooting across various operating systems.
  • Exceptional communication skills to engage positively with customers, educators, colleagues, and students.
  • Able to adapt to varying levels of customer technical expertise and scientific knowledge.
  • Collaborative team player focused on achieving shared objectives.

PREFERRED EXPERIENCE:

  • Familiarity with PASCO systems, including interfacing, probeware, and data acquisition software.
  • Ability to interpret mechanical drawings and electronic schematics.
  • Experience in designing and refining science curricula aligned with educational standards.
  • Knowledge of Next Generation Science Standards (NGSS) and Advanced Placement (AP) or International Baccalaureate (IB) curricula.

SKILLS AND ABILITIES:

  • Strong verbal and written communication skills tailored to specific contexts.
  • Empathetic approach to understanding customer needs.
  • Detail-oriented with excellent organizational and multitasking capabilities.
  • Effective problem-solving and analytical skills.
  • Strong time management and task completion abilities.
  • Flexible team player willing to collaborate with various groups.
  • Adaptability to implement improvements in processes and protocols.
  • Typing proficiency of at least 40 words per minute.

PHYSICAL DEMANDS:

The physical requirements outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. The employee is regularly required to communicate effectively, and frequently needs to sit, stand, walk, and use hands and fingers for various tasks. This position may involve lifting office supplies up to 50 pounds and pushing or pulling items with a force of up to 5 pounds.

This role requires the ability to perform under pressure and manage high-volume demands.

EEOC & DFEH Statement:

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age, sex, gender, sexual orientation, gender identity, gender expression, marital status, genetic information, disability status, protected military or veteran status, or any other characteristic protected by law.