The Company:

For over 50 years Robertson Fuel Systems, a HEICO company, continues to be the world leader in the design, development, and manufacturing of crashworthy fuel systems. The Company’s technology, experience, and capability in fuel containment are paramount to both its defense and civil customers. Engineered to help prevent post-incident fires, its fuel solutions save lives.

Reporting Relationship

The Information Technology (IT) Support Technician reports to the Director, IT.

The Position

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  The fundamental mission of every Robertson employee is to execute their responsibilities with the primary goal of saving and protecting the lives of service members across the globe. The Information Technology (IT) Support Technician is responsible for providing comprehensive technical support to end-users and maintaining the technology systems they rely on. Support requests are managed through multiple channels including email, telephone, help-desk tickets, and in-person assistance. Core tasks include the installation, configuration, and troubleshooting of hardware and software for both laptop and desktop systems. To ensure rapid problem resolution, the IT Support Technician utilizes established procedures with internal escalation channels as well as external channels with vendors and manufacturers.

  
  

   

  
  

  Duties & Responsibilities

  
  
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  •  User Support & Collaboration: Work closely with the IT Director and IT Team to support, maintain, and collaborate with technology users across all departments.
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  • Systems Familiarization: Develop a deep understanding of the specific IT technologies, infrastructure solutions, and network designs utilized by the company.
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  • Hardware Maintenance: Install, configure, and support peripheral IT hardware, including monitors, keyboards, printers, and docking stations.
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  • Ticket Management: Manage and track the progress of technical issues through the Help-Desk ticket management system to ensure timely resolution.
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  • Software Administration: Install, configure, upgrade, and troubleshoot approved software packages, including Windows, Microsoft Office, and other core business applications.
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  • Hardware Lifecycle: Perform hardware troubleshooting, component replacement, and performance upgrades on existing computer equipment as needed.
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  • Professional Communication: Effectively present technical information and respond to inquiries from employees, management, and stakeholders.
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  • Multichannel Support: Provide high-quality technical assistance to end-users via telephone, in-person visits, and online remote support tools.
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  • Security & Maintenance: Execute regular virus and malware scans, removals, and preventive security measures.
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  • Status Reporting: Provide proactive updates and completion details to managers and users via voice, email, or in-person communication.
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  • Vendor Liaison: Escalate complex technical problems to software or hardware vendors when advanced external support is required.
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  • Training & Onboarding: Provide initial training to employees on new systems, software tools, and IT best practices.
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  • Data Protection: Manage the rotation and logging of back-up media to ensure data integrity and disaster recovery readiness.
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  • Quality Assurance: Identify and resolve problems skillfully; proactively seek ways to improve system quality and demonstrate thoroughness in all work products.
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  • Compliance: Adhere to Export Control, Technology Control Plans (TCP), the Corporate Compliance Plan, and the Employee Policy Manual.
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Please note this job description is not designed to cover nor contain a static listing of activities, duties or responsibilities. Additional duties may be assigned.

Qualifications

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

Education and Experience

An associate’s degree in a computer-related field and a minimum of one (1) year of relevant experience in an IT Help Desk or Support role within an organizational network environment is preferred. An equivalent combination of education and professional experience that demonstrates the ability to perform the essential functions of the job will also be considered.

Professional Qualifications Required:

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• Technical Expertise: Comprehensive knowledge of software and hardware support techniques and troubleshooting procedures for a multi-user environment.
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• Corporate Experience: Minimum of one (1) year of end-user support experience within a business environment.
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• Systems Infrastructure: Strong understanding of the installation, configuration, and troubleshooting processes for software, hardware, networking, and peripheral equipment.
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• Software Proficiency: Proficient in MS Office Suite (Excel, Word, Outlook, and PowerPoint), with additional experience in Project, Access, and Visio as required.
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• Analytical Skills: Mathematical proficiency consistent with the technical requirements of the position.
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• Communication: Ability to read, write, and communicate clearly and effectively in English.
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• Instructional Literacy: Ability to interpret a variety of instructions provided in written, oral, diagram, or schedule formats.
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• Problem Solving: Skilled in utilizing various diagnostic tools to identify and resolve technical issues.
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• Service Excellence: Strong customer service orientation with a focus on upholding company culture and reputation.
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Personal Competencies

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• Adaptability & Resilience: Proven ability to thrive in a fast-paced, multi-tasking environment, effectively managing competing demands and navigating unexpected events or delays.
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• Time Management: Strong organizational and prioritization skills with a demonstrated ability to consistently meet tight deadlines.
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• Discretion & Integrity: Committed to protecting organizational value by maintaining strict confidentiality regarding all sensitive information.
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• Team Collaboration: Proactive team player with a strong willingness to collaborate with others to achieve shared organizational objectives.
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• Professional Judgment: Ability to apply sound logic and critical thinking to the successful execution of all job responsibilities. 
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Physical Demands

While performing the duties of this position, the incumbent is regularly required to sit, walk, stand and climb. The incumbent is occasionally required to bend, kneel crawl or stoop. The incumbent must regularly lift or carry 25 pounds average and a maximum of 75 pounds. The incumbent will regularly use hand tools including but not limited to wrenches, drills, screwdrivers scissors, crimpers, punch tools and rulers. The incumbent will occasionally use powered equipment including but not limited to golf carts, and scissors lift. Ability to drive a company vehicle per Employee Policy Manual E.

Up to 10% domestic travel may be required for this position.

Work Environment

While performing the duties of this position, the incumbent is regularly exposed to office and production environments, occasionally exposed to dirty working conditions, heat or cold ranging between 40 and 110 degree ambient conditions and dusty environments. The noise level in the work environment ranges from low to moderate in the office areas and moderate to high in production areas. The incumbent generally is not required to wear PPE (Personal Protective Equipment), however in certain production areas may be required to wear hearing protection and eye protection.

Safety/Security/Environmental

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• Maintain a clean, safe work area in compliance with OSHA
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• Comply with all Safety policies as outlined by the company standards and local, state and federal laws.
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Other

As provided by the Americans with Disabilities Act, the company is committed to discussing and providing reasonable accommodations to its employees to help them fulfill the essential functions of their jobs.