Electronics Systems Support Technician

Description

The Electronics Systems Support Technical will serve as the primary point of contact for customers requiring technical assistance. The ideal candidate should have a solid background in electronics, a passion for customer service, and ability to work both independently and collaboratively within a team environment. A strong focus on quality, accuracy, and continuous improvement is essential for this role.

Essential Functions include the following. Other duties may be assigned.

• Serves as the main point of contact with customers needing technical assistance
• Respond to customers via phone and email, including follow-up as needed
• Troubleshoots, diagnoses, and resolves technical hardware and/or software issues
  in digital surveillance and A/V systems
• Works with other departments to ensure quality customer service experience
• Keeps accurate record of problems and their resolutions
• Contributes to documentation on troubleshooting, systems support, and
  departmental processes while maintaining accordingly
• Provides feedback on processes and makes recommendations for improvement

Essential Skills include the following:

• Strong analytical and problem-solving skills
• Full understanding of computer hardware and software (operating systems,
  diagnostic tools, and troubleshooting utilities, mobile - based (DC) electronic
  equipment that interfaces with computers)
• Ability to read and interpret technical literature, schematics, and system drawings
• Detail oriented with focus on high-quality service and accuracy
• Ability to work both independently and as part of a team
• Willingness to continually learn about modern technology and products
• Patience for and empathy with customers; an ability to speak with customers at
  their level
• Communicates effectively both written and verbally

Supervisory Responsibility
This position has no direct supervisory responsibilities but may serve as a coach or mentor for other positions in the department.

Position Type/Expected Hours of Work
This is a full-time position. Hours of work are expected to coincide with the Company's normal business hours, Monday-Friday, with the possibility of after-hours or on-call duties.

Required Education and Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• High school diploma or GED required; secondary education preferred
• Basic understanding of Microsoft Office suite
• Must possess technical aptitude and be familiar with support and troubleshooting
  of electronic systems and equipment
• Networking and software diagnostics skills preferred
• One year of IT help desk experience, or two years of IT academic experience in
  conjunction with one year of customer service experience a plus
• Experience and passion in building computers or robotics preferred