Tier 1 Technician, Aircraft Maintenance Operations Help Desk

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