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Help Desk Technician I

Help Desk Technician I

Trax USA CorpMiami, FL, US
5 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Description :

Trax USA is a leading provider of aviation maintenance software solutions. We support the aviation industry by delivering powerful, adaptable, and reliable technology to help airlines manage maintenance and engineering operations seamlessly.

TRAX USA Corp is seeking a highly motivated Help Desk Technician I . This position is responsible for documentation, software updates and installation, configuration, deployment, and maintenance procedures as well as the main point of contact for all technical incidents either internally for our corporate users or externally for our customers. A successful candidate will support business continuity by providing excellent customer service and support, problem solving and continuous improvement efforts.

Key Responsibilities :

  • Provide IT Support related to technical issues involving core business application and operating systems to end users.
  • Effectively assess a variety of software scenarios, reviewing software configuration, setup and software code to identify the correct resolution or escalate according to Service Desk procedures.
  • Provide technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security.
  • Provide remote access solution implementation and support : VPN, Terminal Services, AWS, Azure and any other solution as implemented by Trax Engineering team.
  • Monitor the remote monitoring and management systems alerts and notifications and respond accordingly through service tickets.
  • Communication with internal / external customers in a timely and professional manner as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Identify, research, and resolve technical problems including modification of computer systems or programs when applicable
  • Effectively and expeditiously close or escalate tickets.
  • Escalate service request or incidents that require higher engineering or development support levels.
  • Continuously improve customer service, perception and satisfaction.
  • Effectively assist in coordinating cross department issues such as critical downtimes.
  • Effectively coordinate end user hardware deployments, maintain accurate inventory of IT Assets, and support equipment moves between offices
  • Review all technical support related processes and documentation for continuous improvement including modification of computer systems or programs when applicable

Requirements :

  • BS / BA Degree in computer Science, Business, or related field; or combination of education IT Certifications and experience.
  • 6 months to 1 year of experience in customer technical support / help desk.
  • Excellent Customer Service skills.
  • Passion for troubleshooting customers issues and ability to clearly articulate them to engineering or other staff.
  • Experience with Jira, a plus.
  • Able to learn and implement new processes and products in a timely manner.
  • Strong English language proficiency required, with ability to speak other languages, a plus.
  • Solid understanding of desktop and laptop imaging processes.
  • Strong understanding of application distribution, Microsoft Office Suite including Office365, and have supported a user population of more than 100 users .
  • Excellent verbal and written communication skills.
  • Solid organizational skills, including multitasking and time-management.

    • Other job requirements :

  • Able to participate on a weekend on-call rotation to support business activities.
  • Ability to work specific hours to provide SLA-time-base coverage to our customers.
  • Currently possesses or ability to obtain government clearance.

    • Job type : Full time / Salaried

    Job Level : Entry

    Job Location : Fully Onsite - Coral Gables

    Remote : No