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Form of workDistance Learning Support Technician
V2X Professional Services (VPS) is looking for a technically skilled candidate with good problem-solving ability for the position of Distance Learning Support Technician. This person will be responsible for providing advanced technical support to the users of our distance learning platforms. The successful candidate will exhibit good interpersonal skills as they will be interacting with customers and colleagues in a variety of situations with different levels of urgency. They will be able to listen carefully and ask questions to skillfully draw out information to understand the technical problems, diagnose their root cause, identify the possible solutions, and effectively resolve them. The Technician will escalate unresolvable issues to the system supplier support team as appropriate.
Additional duties include, but are not limited to:
- Monitoring system activity
- Identifying, responding to, and/or escalating reports of system outages
- Participating in meetings with customers and system suppliers
- Authoring and maintaining written troubleshooting procedures for the Level 1 and Level 2 Helpdesk Agents
- Building and administering virtual classrooms for testing and troubleshooting purposes
- Providing occasional production support for live broadcast events
- Assisting with system functionality testing and user acceptance testing
- Setup and operation of computer equipment with various operating systems and web browsers to diagnose issues or test software applications
- Seeking out and viewing educational webinars, blogs, and white papers to stay informed of changes in the Distance Learning marketplace and related technologies
Required Skills:
- At least six years of experience in an information technology support role
- Excellent communication skills, both verbal and written
- Strong problem-solving skills
- Use of proper phone etiquette
- Ability to think stay calm in high-stress situations
- Proficiency with Microsoft Office applications (Word, Excel, and PowerPoint)
- Ability to prioritize daily tasks and to meet commitments
- Availability to work occasional weekends and holidays
Desired Skills:
- CompTIA A+ Certification
- Experience with building and maintaining Adobe Connect virtual classrooms
Education:
- Required: High School Diploma or equivalent
- Preferred: Associates degree or other 2-year post high school training program
Work Location:
- Troy, Michigan
- Hybrid (25% On-site, 75% At-home)
- Occasional Travel to Customer Site
V2X is committed to building a diverse and inclusive environment in which we recognize and value each other’s differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.
