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Desktop Support Technician

Astronics Subsidiary Astronics CSC

Location Waukegan, IL

Description

Astronics Connectivity Systems and Certification (formerly Telefonix PDT and Astronics Armstrong Aerospace) serves as the experienced, global market leader for in-flight entertainment and connectivity (IFEC) solutions for aircraft. As a systems certification provider, Astronics CSC has worked on over 100 projects for industry partners to upgrade commercial and business aircraft with new passenger power systems, IFEC navigation, communication and flight safety systems. Additionally, Astronics CSC offers proven IFEC hardware systems, flexible design platforms, high customer satisfaction, and long-term relationships with industry leaders to help make the connected aircraft a reality. The company now employs over 300 employees, and is a six-time recipient of Chicago’s Best and Brightest Employers to Work For award.

Role and Responsibilities

The Information Technology (IT) Desktop Support function specializes in providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems. Ensures that installations, software, hardware, operating systems and configuration issues are properly addressed, monitored and resolved.

ESSENTIAL JOB FUNCTIONS

• Serve as the primary contact for users experiencing IT issues, offering immediate assistance or escalation as needed.

• Install, configure, and troubleshoot computer systems, applications, and various peripherals.

• Provide step-by-step support to end-users to resolve system issues, ensuring adherence to established IT support protocols and procedures.

• Log all help desk interactions in the organization's ticketing system, documenting user support activities.

• Escalate complex service requests to Tier 2 support while continuing to manage user expectations.

• Act as a liaison between end-users and System Administrators to facilitate prompt resolution of escalated issues, enhance communication, and ensureseamless service delivery.

QUALIFICATIONS (Minimum)

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

EDUCATION / EXPERIENCE:

• High school diploma or equivalent required. Or equivalent work experience.

• Demonstrates familiarity (typically 0+-2 years of direct experience in the essential functions of the position)

• Basic understanding in the setup, configuration, troubleshooting of desktop/laptop hardware and software in a network environment (Windows).

• Basic understanding of TCP/IP networking , and related network services (e.g. DNS, SMTP, DHCP, etc.).

• Basic understanding of Active Directory concepts and administration.

• Basic knowledge of desktop operating systems (Windows, macOS) and productivity applications (Microsoft Office).

• Familiarity with hardware components, peripherals, and troubleshooting techniques.

• Ability to create technical documentation, user guides, and provide training to end-users and peers on IT systems and procedures.

While performing the duties of this Job, the employee is regularly required to lift and/or move up to 15 pounds. The employee is occasionally required to lift and/or move up to 50 pounds. The employee is regularly required to stand for long periods of time; walk; use hands to finger, handle, or feel; balance; bend and reach with hands and arms; and talk or hear. Occasionally required to stoop, kneel, squat, crouch, or crawl. Specific vision abilities required by this job include close vision and ability to adjust focus.

While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee occasionally works near moving mechanical parts. The noise level in the work environment is usually moderate.

Competencies

• Action Oriented : Enjoys working hard; is action oriented and full of energy for the things they see as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

• Active Learning : Understanding the implications of new information for both current and future problem-solving and decision-making.

• Coordination : Adjusting actions in relation to others’ actions.

• Customer Focus : Prioritizes and is committed to understanding and fulfilling the needs and expectations of both internal and external customers. Actively seeks direct feedback from customers to inform improvements in products and services. Demonstrates a customer-centric approach by considering the customer in all actions and decisions. Establishes and nurtures positive relationships with customers, earning their trust and respect through consistent, open, and honest communication.

• Quality of Work Output : The quality of goods and services produced in terms of errors, waste and rework required to meet standards, not considering otherthings like timeliness or quantity.

• Time Management : Uses their time effectively and efficiently; values time; concentrates their efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Astronics CSC offers a competitive benefit package which is available to full-time employees. Part-time employees may be eligible on a pro-rated basis for the benefits listed.

Stay Healthy – Health, dental, vision, disability, life insurance, FSA, HSA, as well as voluntary life/AD&D, voluntary critical illness, accident prevention and hospital indemnity.

• Save for the Future – 401K & Employee Stock Purchase Plan

• Find Balance – Employee Assistance Program & Wellness Program

• Time for You – Generous Paid Time Off, Paid Holidays and Paid Parental Leave

• Professional Growth - Tuition Reimbursement Program

Accommodation Request

Astronics CSC is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail CSC.HR@astronics.com or call: 847-244-4500. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

COVID-19 Considerations

The safety, health and well-being of our employees remains our top priority. Astronics is practicing employee safety precautions while onsite.

Position Requirements

See Above.

Full-Time/Part-Time Full-Time

About the Organization Astronics Corporation (Nasdaq: ATRO) serves the world's aerospace, defense, and other mission critical industries with proven, innovative technology solutions. Astronics works side-by-side with customers, integrating its array of power, connectivity, lighting, structures, interiors, and test technologies to solve complex challenges. For 50 years, Astronics has delivered creative, customer-focused solutions with exceptional responsiveness. Today, global airframe manufacturers, airlines, military branches, completion centers, and Fortune 500 companies rely on the collaborative spirit and innovation of Astronics.

We offer our breadth of technology solutions and services through 11 subsidiary business units and numerous award-winning product brands. Serving our customers is our first priority, and every day we honor this mission with quality, partnership, and energetic global vision.

EOE Statement Astronics is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

This position is currently accepting applications.