IT Support Technician

HEICO; Tempe (AZ); On-site; USD 40,000 - 56,000; Full time

Job summary

Robertson Fuel Systems, a HEICO company, seeks an IT Support Technician in Tempe to support end users and the technology they use. You will install and troubleshoot hardware and software, handle tickets, and escalate issues to vendors as needed.

Reporting to the Director, IT, you will provide multi-channel user support and maintain systems to ensure business continuity and security. The role requires proactive problem solving and collaboration across teams.

Responsibilities

• Work closely with the Director, IT to perform daily tasks related to the support and maintenance of technology users.
• Install and support peripheral IT hardware such as monitors and keyboards.
• Manage and track issues via a Help-Desk ticket system.
• Install, configure, upgrade and troubleshoot software packages including Windows and Office.
• Provide telephone, in-person and online end-user support.
• Escalate problems to software or hardware vendors when necessary.

Job description

The Company

For over 50 years Robertson Fuel Systems, a HEICO company, continues to be the world leader in the design, development, and manufacturing of crashworthy fuel systems. The Company’s technology, experience, and capability in fuel containment are paramount to both its defense and civil customers. Engineered to help prevent post-incident fires, its fuel solutions save lives.

Reporting Relationship

The Information Technology (IT) Support Technician reports to the Director, IT.

The Position

The mission of every Robertson employee is to execute their responsibilities with the #1 goal of saving and protecting the lives of service members across the globe. The Information Technology (IT) Support Technician is responsible for the support of end users and the technology they use. Support requests are received via email, phone, help desk tickets and/or in person. Tasks will include hardware and software installation and troubleshooting on laptops and desktops. The Information Technology (IT) Support Technician will have escalation channels both within the organization as well as external channels to vendors and manufacturers.

Duties & Responsibilities

• Work closely with, and at the direction of, the Director, IT to perform daily tasks related to the support and maintenance of, and collaboration with, technology users in every
• Become familiar with IT technologies, solutions, and network designs specific to
• Install and support peripheral IT hardware such as monitors, keyboards,
• Manage and track progress of issues via a Help-Desk ticket management
• Install, configure, upgrade and troubleshoot approved software packages such as Windows, Office, and other business applications.
• Performs hardware troubleshooting, replacement, and upgrades to existing computer equipment as needed.
• Effectively present information and respond to questions from
• Provide telephone, in-person and online support to end-
• Perform virus and malware
• Provide updates, status and completion information to managers and/or users, via voice, e-mail or in-person communication.
• Escalate problems to software or hardware venders when
• Provide initial training on systems and
• Rotate and log back-up
• Identify and resolve problems in a timely manner; gather and analyze information skillfully; proactively look for ways to improve and promote quality and demonstrate accuracy and thoroughness in work product
• Adhere to Export Control and Technology Control Plan (TCP) as applicable to job function
• Adhere to Compliance Plan and Employee Policy Manual

Please note this job description is not designed to cover nor contain a static listing of activities, duties or responsibilities. Additional duties may be assigned.