IT Law Support Technician

Job Description

Job Description

Job Summary:

Airship AI’s Law IT Support Technicians find and correct software and hardware problems for Airship’s clients that are using the Case Management Software or are a Law Based Customer. Airship AI is looking to hire IT Support Technicians that will have a primary focus on one of our largest Federal Customer. They will work closely with the greater Law Support and Sales team to make sure you are executing a high level of customer service in accordance with the company mission. You will need to have a working understanding of networking, hardware, and software so you can diagnose technical issues and clearly explain solutions in plain language to customers over the phone and through email.

In this role you will be the primary point of contact for all Airship AI software and hardware IT-related needs of the assigned customer. Employment is contingent upon passing an initial background investigation and must be able to obtain a Public Trust clearance for continued support of our Federal Customer(s).

Roles and Responsibilities:

· Provide exceptional support for our in-house developed software and the environment it is deployed in. This includes servers, virtual machines, and potential cloud solutions.

· Communicate with clients over the phone and through email to get details of an issue

· Troubleshoot issues and explain them to clients

· Work with field technicians to install and replace hardware

· Train clients on new systems and/or software·

· Maintain accurate records on problems and solutions

· Provide solutions based on knowledge of servers, networking, and security compliances where applicable

· Willing to travel to on-site locations if needed

· Create and complete highly detailed and accurate tickets for the tracking of issues

· Be a “firefighter” to resolve customer environment issues during mission critical

· Work independently and problem-solve in a rapidly changing - and sometimes ambiguous - environment

· Act as a liaison to escalate and montitor issues between our customer(s), the Redmond Support Team, and the larger company

· Able to work off business hours to address critical matters/situations based on a on-call rotation support model

· Other job duties as assigned

· Must be a U.S. Citizen

Qualifications:

Applicants must possess 1 or more years of experiences in customer service. In addition, it is preferred but not required to have Training, Certificates, Job Experience or Degrees in Computer Science related fields. Specialized experience and additional qualifications for this position should include, excellent verbal and written skills, experience working with a diverse team, unwavering integrity, and self-driven initiative. Experience working on government contracts with the ability to maintain a clearance is a plus. Knowledge of ticketing systems, project management software, Microsoft 365, and the ability to learn propriety Airship software is required.

Be willing to train at the Redmond, WA for multiples weeks, either consecutively or broken up into multiple trips.

INVESTIGATION REQUIREMENT: Applicants must be willing, as that may be required, to be subjected to a background investigation to determine suitability for employment at Airship Industries. Continued employment is contingent upon favorable adjudication of periodic reinvestigations.

DRUG TESTING: Certain Airship positions require drug testing. Applicants tentatively selected for those positions will be required to submit to urinalysis to screen for illegal drug use per Federal requirements prior to employment. Employment is contingent upon favorable results.

Company Description

Do you feel responsible for the work you've produced and expect everyone around you to do the same?

Do you want to acquire a breadth of business and technology experience that you can't get in a big company?

Airship AI, an innovative software company based in Redmond WA and Charlotte NC, provides enterprise-level video and sensor management software for clients in the US Government, Law Enforcement Agencies and Fortune 500 market space. We need to expand our team to keep up with our current and future sales opportunities. For highly motivated individuals that want to be challenged on a daily basis, Airship AI offers competitive compensation packages along with excellent benefits. Be prepared to be involved in many aspects of the company as we pride ourselves on being team. Airship is dedicated to growth and offers a dynamic working environment with multiple opportunities for advancement.

Company Description

Do you feel responsible for the work you've produced and expect everyone around you to do the same?\r\n\r\nDo you want to acquire a breadth of business and technology experience that you can't get in a big company?\r\n\r\nAirship AI, an innovative software company based in Redmond WA and Charlotte NC, provides enterprise-level video and sensor management software for clients in the US Government, Law Enforcement Agencies and Fortune 500 market space. We need to expand our team to keep up with our current and future sales opportunities. For highly motivated individuals that want to be challenged on a daily basis, Airship AI offers competitive compensation packages along with excellent benefits. Be prepared to be involved in many aspects of the company as we pride ourselves on being team. Airship is dedicated to growth and offers a dynamic working environment with multiple opportunities for advancement.