Job Summary:

The Technical Specialist II assumes the responsibilities of the Technical Specialist I role and provides tier II support. In addition, s/he performs hardware and software integration for standardized or development systems, troubleshoots advanced Windows/Linux OS and network configuration issues, and performs more advanced technical services as required.

Essential Duties and Responsibilities:

• Answers the incoming Adacel Help Desk calls.
• Follows standardized help desk support procedures to assist customers with their technical issues.
• Follows conventional hardware, software, and network troubleshooting procedures to determine if the issues can be addressed at a software level or if hardware replacement is required.
• Follows conventional testing procedures to repair and configure replacement hardware.
• Takes the necessary actions to have replacement hardware thoroughly tested and verified by a Technical Specialist II/III.
• Works with the Logistics department and the Support Specialists in organizing the prompt delivery of replacement hardware to customers.
• Works with the Support Specialists to follow up on the delivery status of the replacement hardware and ensures that the hardware is operational.
• Performs and assists with standardized system installations and technical refreshes.
• Interacts with and performs basic system configurations on standardized simulation systems.
• Performs system maintenance and software upgrades during annual visits.
• Performs site visits for service requests.
• Assists with the maintenance of simulation test beds and demonstration systems.
• Performs intermediate to advanced hardware and software integration.
• Provides remote support and system maintenance to customers as necessary.
• Works on system configuration scripts.
• Performs remote installations of new simulation software, visual databases, and third party software.
• Works on designated projects, development initiatives, and procedural improvements.
• Works on preparing technical documentation which includes, but is not limited to, bill of materials, system drawings, system installation plans, site surveys, installation procedures, maintenance documentation, and customer technical training.
• Supports internal development and test teams as required.
• Assists with the testing, selection, and qualification of new hardware.
• May be assigned as the Project Technical Lead on a designated project, serving as the primary point of contact for all the technical aspects of that project.
• Performs other duties as assigned by Supervisor.

Supervisory Responsibilities:

• None.

Competencies:

• Patience: Rarely gets angry and never expresses hostility towards others; avoids hurting other people’s feelings; forgives other people's mistakes; is not very resentful.
• Stress Management: Remains calm in stressful situations; keeps his cool; takes things as they come; is able to relax in difficult situations; does not feel very tense and/or anxious.
• Teamwork Contribution: Feels a need to help people who are having trouble; helps those in need; feels a sense of duty towards others.
• Time and Priority Management: Uses time efficiently; properly determines priorities; remains focused on more urgent and important tasks; knows what to put aside without compromising results.
• Creativity: Is energetic and does not tire easily; is able to work hard over a long period of time.

Qualifications:

Required

• Bachelor’s degree in Computer Science or a related field, or equivalent work experience.