Support Specialist II

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    "requisitionDescription": "<div>\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.14.30/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.14.30/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.6.28/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.6.28/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><p id=\"isPasted\"><strong>Job Summary:&nbsp;</strong></p><p>The Support Specialist II resolves basic software and hardware service requests and serves as the primary point of contact when customers request assistance from the Adacel Help Desk. &nbsp;S/he ensures that all customer service requests are tracked in the ticketing system and resolved in a timely matter.</p><p>&nbsp;<strong>Essential Duties and Responsibilities:</strong><strong>&nbsp;</strong></p><ul><li>Answers support calls and monitors calls received by the answering service.</li><li>Inputs and tracks customer service requests.</li><li>Follows up on customer service requests via phone and email, ensuring that customers remain informed of the progress of their service requests.</li><li>Requests hardware shipping and tracks hardware returns.</li><li>Escalates customer service requests to the appropriate parties.</li><li>Coordinates local support site visits when necessary.</li><li>Schedules Annual Visits (AV).</li><li>Maintains customer contact information on Adacel&rsquo;s customer support website.</li><li>Creates and maintains Frequently Asked Questions and &lsquo;How to&rsquo; guides.</li><li>Exchanges support files with customers via the customer support website.</li><li>Contacts customers to collect survey responses and compiles data.</li><li>Generates customer reports.</li><li>Assists customers with troubleshooting basic scenario issues.</li><li>Assists customers by performing basic hardware, software, and network troubleshooting.</li><li>Follows Support Specialist work instructions and processes to meet ISO requirements.</li><li>Performs other duties as assigned by Supervisor.</li></ul><p><strong>&nbsp;</strong><strong>Supervisory Responsibilities:</strong></p><ul><li>None.</li></ul><p><strong>&nbsp;</strong><strong>Competencies:</strong></p><ul><li><strong>Critical Thinking:&nbsp;</strong>Thoroughly analyzes situations; seeks more information; validates the information that is provided; has a critical mind.</li><li><strong>Listening Skills:&nbsp;</strong>Seeks to understand other people&rsquo;s perspectives; adopts an approach that facilitates listening; likes to understand others.</li><li><strong>Patience:&nbsp;</strong>Rarely gets angry and never expresses hostility towards others; avoids hurting other people&rsquo;s feelings; forgives other people&#39;s mistakes; is not very resentful.</li><li><strong>Teamwork Contribution:&nbsp;</strong>Feels a need to help people who are having trouble; helps those in need; feels a sense of duty towards others.</li><li><strong>Time and Priority Management:&nbsp;</strong>Uses time efficiently; properly determines priorities; remains focused on more urgent and important tasks; knows what to put aside without compromising results.</li></ul><p><strong>&nbsp;</strong><strong>Qualifications:&nbsp;</strong></p><p><strong><em><u>&nbsp;</u></em></strong><strong><u>Required</u></strong></p><ul><li>High School Diploma or equivalent.</li><li>End-user/call center experience.</li><li>Excellent problem solving and troubleshooting skills.</li><li>Applicable work experience:<ol><li>Formal Air Traffic Control training or equivalent work experience, OR</li><li>Previous Technical Support work experience.</li></ol></li><li>Proficient using Microsoft Windows operating systems.</li><li>Knowledge of Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.</li></ul><p>&nbsp;<strong><u>Desired</u></strong></p><ul><li>Prior computer maintenance/repair experience.</li><li>Proficient in troubleshooting hardware, network, and software issues.</li><li>Previous Linux operating system experience.</li><li>Good understanding of computer networking.</li><li>Technical Certification (this includes A+, Network+ and Linux).</li><li>Experience operating Adacel products.</li><li>Experience developing ATC simulation scenarios.</li></ul><p><u>&nbsp;</u><strong>Other Qualifications:</strong></p><ul><li>Ability to adhere to Adacel&rsquo;s Drug Free Workplace Policy.</li><li>Ability to pass an Adacel background check while employed.</li></ul><p><strong>&nbsp;</strong><strong>Physical Requirements:&nbsp;</strong></p><ul type=\"disc\"><li>Little physical effort (e.g. lifting, pushing and moving heavy objects).</li><li>Occasional lifting &ndash; less than 25 lbs.</li></ul><ul><li>Repetitive wrist, hand and finger movement.</li></ul><p>&nbsp;<strong>Work Environment:</strong>&nbsp;</p><ul><li>Normal office environment.</li><li>Typically sitting or standing at a desk.</li><li>Alternative work schedules (9/80 or 4/10).</li></ul><p>&nbsp;</p><p><strong>&nbsp;</strong></p></div></div>\n    </div>\n  </div>\n",
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