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.

The target salary range for this position is $20–$25 hourly, with individual offers based on each candidate's relevant skills, experience, and qualifications. Consistent with our merit-based pay practices, we may consider higher compensation for candidates who can contribute beyond the role's stated scope and take on broader responsibilities.

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 fieldKnowledge 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 analyticsPreferred 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 maintenancePersonal 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 screeningWork 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

Tsunami Tsolutions offers a comprehensive benefits package for eligible employees, including medical, dental, and vision coverage; a 401(k) with company match; paid time off and holidays; and life and disability insurance. Additional options include an HSA-compatible medical plan with fully company-paid premiums, vision coverage at no additional cost when enrolled in a medical plan, and voluntary benefits such as pet insurance, supplemental life, accident, critical illness, and hospital indemnity coverage. Benefits are subject to eligibility requirements and plan terms.