Help Desk Technician (Part-Time)

ST ENGINEERING AETHON INC; Pittsburgh (Allegheny County); On-site; USD 25,000 - 36,000; Part time

Job summary

ST Engineering Aethon, Inc is seeking part‑time Product Support / Help Desk staff to troubleshoot hardware and software while robots operate in hospitals, hotels, and medical centers.

You will serve as the first contact for our Customer Service team and perform remote troubleshooting, guided by our ticketing system, with strong communication and problem‑solving skills.

An Associate’s Degree in IT is required; Linux knowledge is a plus and travel to onsite locations may be needed.

Qualifications

• Associate’s Degree in an IT related field.
• Willing and able to troubleshoot, maintain, configure, and install both hardware and software.
• Linux knowledge and/or experience is a plus
• Strong communication skills.
• Travel to onsite for field service may be required

Responsibilities

• Serve as the first point of contact for Customer Service via alerts, phone, email, or chat.
• Identify and verify problems through probing questions and effective listening.
• Provide quick remote troubleshooting and ticketed support for incoming communications.
• Walk customers through equipment use and basic resolution; escalate if onsite service is needed.
• Prioritize multiple open issues and document steps in the ticketing system.

Skills

Customer support

Troubleshooting

Remote troubleshooting

Communication skills

Ticketing system

Education

Associate degree in IT

Tools

Ticketing system

Job description

Description

Who WE Are:

ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, STE Aethon, Inc. designs and develops state-of-the-… autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.

Aethon endeavors to make our Careers page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us via email at [e-mail] or call 412-322-2975 – ext. 160

What YOU Will Do:

We are looking for part‑time employees to work in our Product Support / Help Desk environment. Successful candidates will need the ability, through hardware and software, to troubleshoot problems in an office environment while the robot is operating in the field (Hospitals / Medical Centers / Hotels).

• Serve as the first point of contact for our Customer Service team, by means of automated alerts, phone calls, email, or electronic chat sessions, responding quickly and competently.
• Perform Customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems.
• Provide quick technical assistance and customer service support for incoming communications, followed by remote troubleshooting through diagnostic techniques and pertinent questions
• Walk customers through equipment familiarization, basic usage, and problem resolution, and be able to escape issues appropriately when onsite service is required.
• Expected to prioritize and manage several open issues at one time, documenting the process and technical knowledge in our ticketing system.

Requirements

What YOU Need to Succeed:

• Must have at least an Associate’s Degree in an IT related field.
• Must be willing and able to troubleshoot, maintain, configure, and install both hardware and software.
• Linux knowledge and /or experience is a plus
• Must present self well, in a professional image, and have strong communication skills.
• Opportunity to travel to onsite to provide field service for Aethon equipment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.