The Standalone Support Specialist will oversee the day-to-day remote technical aspects of product operational data, identifying diagnostic issues with sufficient detail to determine whether the root cause is hardware or software related. Utilizing specialized functional knowledge and industry expertise, they will develop or contribute to solutions for moderate complexity problems. The role requires independent work with occasional guidance, and the specialist will collaborate with engineering and production teams to support non-networked IT equipment. Additionally, the specialist will provide desk-side support to Waterfront workers and participate in activities that require time away from the desk, including hands-on troubleshooting and issue resolution in the field. They will also assist the engineering community with CAD and CAM application support. Tied to the PSNS Contract.
Remote Technical Support and Troubleshooting
- Diagnose and resolve hardware and software issues via remote tools, ensuring minimal downtime for operations.
- Analyze operational data to identify patterns, troubleshoot errors, and pinpoint root causes of technical problems.
- Provide detailed documentation of issues, solutions, and actions taken for future reference.
- Use remote diagnostic tools to monitor system performance and ensure smooth operations.
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Deskside Support
- Offer on-site technical assistance to Waterfront workers, resolving immediate technical problems with IT equipment.
- Troubleshoot and fix hardware and software issues that require hands-on intervention at the user's workstation.
- Ensure proper setup, configuration, and maintenance of non-networked IT equipment.
- Provide direct user support and training on technical systems or applications as needed.
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Collaboration with Engineering and Production Teams
- Work closely with engineering teams to address issues related to non-networked IT equipment.
- Collaborate with production staff to ensure technical support aligns with production timelines and requirements.
- Assist in the resolution of equipment-related problems that affect production efficiency or quality.
- Provide technical insights and recommendations to improve equipment performance or reliability.
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Fieldwork, On-Site Troubleshooting, and Administrative Tasks
- Visit production areas or remote locations to resolve technical issues that require in-person intervention.
- Perform hands-on troubleshooting of non-networked IT equipment, including testing, repairing, or replacing faulty components.
- Provide real-time support for operational issues that may arise during production or critical tasks.
- Ensure minimal disruption to operations during fieldwork by quickly diagnosing and resolving issues.
- Maintain accurate records of support requests, troubleshooting actions, and issue resolutions.
- Document recurring technical issues and contribute to the development of knowledge-sharing materials or solutions.
- Generate reports summarizing technical support efforts, resolutions, and recommendations for improvements.
- Assist in the management of technical inventory, tracking equipment status, and preparing for future maintenance needs.
- Other duties as assigned if deemed in the best interest of the program and/or contract
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Education |
- High School Diploma (or equivalent)
- A bachelor's degree in IT, business or related field
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Experience |
- Experience diagnosing and troubleshooting hardware and software issues (2 years minimum)
- Familiarity with non-networked IT equipment and support
- Hands-on experience providing deskside support in a technical environment
- Proficiency with CAD and CAM applications (desired)
- Knowledge of remote technical support tools and troubleshooting techniques
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Licenses/ Certification/ Registration |
- CompTIA Sec+, Network+, A+ certification or higher required.
- Proof of U.S. citizenship
- The ability to obtain security clearance enabling access to various Government facilities.
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Special knowledge, skills, & abilities |
- Strong diagnostic skills for identifying hardware and software issues with a focus on root cause analysis
- Proficiency in troubleshooting non-networked IT equipment and resolving technical problems
- Knowledge of CAD and CAM software applications and their technical support requirements
- Familiarity with remote technical support tools and techniques for efficient issue resolution
- Ability to work independently and prioritize tasks in a fast-paced, field-oriented environment
- Strong communication skills for effectively coordinating with engineering, production teams, and end-users
- Basic understanding of operational data analysis to detect and address technical issues
- Problem-solving skills to develop or contribute to solutions for moderate complexity technical challenges
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SKT, Inc. is an AA/EEO/Veteran/Disabled employer. For a general description of benefits, please visit: https://www.sktcorp.com/career-center/ |
S&K Technologies, Inc.
28 To 32 (USD) Hourly
Jan 15, 2025