IT Support Technician

Summary

HEICO is a leader in the design and manufacturing of crashworthy fuel systems. The IT Support Technician is responsible for supporting end users with their technology needs, including hardware and software installation, troubleshooting, and managing support requests.

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

Skills

• 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
• 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
• Become familiar with IT technologies, solutions, and network designs
• Install and support peripheral IT hardware such as monitors, keyboards
• Manage and track progress of issues via a Help-Desk ticket management system
• Install, configure, upgrade and troubleshoot approved software packages such as Windows, Office, and other business applications
• Perform hardware troubleshooting, replacement, and upgrades to existing computer equipment as needed
• Effectively present information and respond to questions from users
• Provide telephone, in-person and online support to end-users
• Perform virus and malware removal
• 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 vendors when necessary
• Provide initial training on systems and software
• Rotate and log back-up tapes
• 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

Qualifications

Must Haves

• 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
• 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
• Become familiar with IT technologies, solutions, and network designs
• Install and support peripheral IT hardware such as monitors, keyboards
• Manage and track progress of issues via a Help-Desk ticket management system
• Install, configure, upgrade and troubleshoot approved software packages such as Windows, Office, and other business applications
• Perform hardware troubleshooting, replacement, and upgrades to existing computer equipment as needed
• Effectively present information and respond to questions from users
• Provide telephone, in-person and online support to end-users
• Perform virus and malware removal
• 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 vendors when necessary
• Provide initial training on systems and software
• Rotate and log back-up tapes
• 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