Support Services Specialist

DroneUp was born out of a vision to make autonomous flight great for communities, great for business, and great for the world. Yet more than visionaries; we have the tools, instruments, focus, and expertise to execute while utilizing a “People Matter Most” mentality.

Our founder envisioned a massive, untapped opportunity to leverage autonomous flight that would revolutionize how the world may "pitch" and "roll" in the future. To start, we have harnessed the power of airspace technology, analytics platforms, and drone services to transform business operations. Our long-term mission is to be “Safe and Be Exceptional” while building and deploying the world's most accessible drone ecosystem.

Ranked in the top 25 of LinkedIn Top Startups 2022, DroneUp is Headquartered in Virginia Beach, Virginia and provides drone delivery service in 34 locations across six states in partnership with the #1 retailer in the world, Walmart, Inc.

In 2022 DroneUp was on the list of "Next Big Things in Tech" but we are more than just invested in the drone ecosystem; we are equally invested in our people and landed successfully as a certified "Great Place to Work" in 2023. Knowing that our mission critical success comes directly from the people we bring onboard, we strive to provide opportunities for our employees to learn, grow, and go beyond the normal Field of View! Come fly with us as our team goes through our checklists that will “Inspire Fast Action” and take an entire industry to new heights. “Be a Person Others Want to Follow!”

Position Summary

DroneUp is seeking a Support Services Specialist to support on-site and remote users throughout the company. The Service Desk Engineer is a tech-savvy, creative problem solver responsible for providing technical assistance with computer systems, hardware, and software while working in a dynamic and rapidly-changing work environment.

Responsibilities

• Respond to requests for assistance on the phone, via email, in person, or through remote access
• Troubleshoot recurring technical issues and suggest solutions to address the root of the problems
• Investigate, independently, and implement solutions to technical issues
• Deliver IT support for operating systems, productivity software, and a variety of other applications used internally
• Diagnose and resolve technical hardware and software issues logging all Service Desk interactions
• Deploy Windows, MacOS, and Mobile devices to corporate and hub environments
• Assist with deployment of networking hardware to HQ and remote offices
• Research questions using available information resources
• Follow up with customers and users to ensure complete resolution of issues
• Identify and escalate situations requiring urgent attention informing management of recurring problems
• Track and route problems, requests, and document resolutions
• Stay current with system information, changes, and updates
• Compose and assist with editing and updating training manuals for new and revised software and hardware and train new employees as needed
• Update and maintain company knowledge base
• Participate in development of client training programs by identifying learning issues and recommending instructional language
• Update job knowledge by participating in educational opportunities and maintaining personal networks
• Other duties as assigned

Requirements

• Associate’s Degree in Computer Science (or related field) or 2 years’ hands-on computer support experience in a technical support role

• 1-2 years experience in an administration role working with at least one of the following networking vendors, Meraki, Juniper, Cisco, Fortinet, Aruba.
• Proficient in Google Suites preferred
• Working experience of MDM services with a minimum of 1-2 years experience working with at least one of the following, Intune, Kandji, Jamf, Invanti.
• Understanding of SSO and MFA solutions.
• IT support ticketing system experience preferred
• Skilled in problem-solving, being detail oriented, analytical, and working in a team environment
• Experience with training new users
• Excellent communication and interpersonal skills