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Tier 1 Technician, Aircraft Maintenance Operations Help Desk

2 weeks ago

Louisville, Kentucky, United States Tsunami Tsolutions Full time $60,000 - $80,000 per year

The Tier 1 Maintenix Helpdesk Technician should have excellent communication and troubleshooting/problem-solving skills along with a friendly attitude with the ability to work in a team environment. Technicians should also have aircraft maintenance experience to provide the necessary support.

The technician will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals. Once the issue is identified, all correspondence is to be handled in a tracking system. Technical support specialists in this group typically handle straightforward and simple problems (i.e.: answering customer questions, troubleshooting program/data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.). Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level

The position is located on site at the customer's GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.

Responsibilities:

  • Customer support (primarily by phone, email, in person)
  • Excellent phone communication skills
  • Maintain data quality
  • Excellent documentation skills
  • Monitor and respond quickly and effectively to requests received from customers.
  • Monitor service desk for tasks assigned to the queue, and process on a first-in first-out basis with respect to task priority
  • Follow up on outstanding requests and ensure timely resolution
  • Utilize and maintain the helpdesk tracking software
  • Analyze data discrepancies and provide/perform solution.
  • Active listening, and ability to clearly communicate solutions to customer
  • Create detailed instructions to solve customer issues.
  • Test software.
  • Reports higher level issues to a Tier II technician
  • Other duties may be added and/or assigned as needed
  • Document step by step instructions of problems worked on.
  • Some mild scripting experience would be helpful (SQL/Batch/ETC)

Formal Education & Certifications

  • College diploma or university degree in the field of computer science, information systems, mathematics, engineering, economics, or another related field

Knowledge and Experience

  • 1 year + Aircraft Maintenance experience
  • 2 years+ experience working in professional environment or aerospace industry
  • Exposure on Jira ticketing tools
  • Experience working in a 24/7 environment
  • Basic understanding of SQL
  • Data analytics

Preferred Knowledge and Experience

  • 1 year+ experience with Microsoft Excel
  • 1 year+ experience with SQL and Microsoft SQL Server
  • Experience working in configuration management or engine maintenance

Personal Attributes

  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Excellent communication skills with customers, the team and management.
  • Elevated sense of urgency and criticality of situations.
  • Solid relationship management and performance management skills
  • Strong customer service orientation
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Good written, oral, and interpersonal communication skills
  • Ability to conduct research into data, process or software issues as required
  • Ability to present ideas in a business-friendly and user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Team-oriented and skilled in working within a collaborative environment
  • Must be willing and able to pass a background investigation and drug screening

Work Conditions

  • 40-hour on-site at GOC
  • Some travel may be required
  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components