Lead support technician job description

Greenville, Texas

Job Description:

S1000D Common Source Database (CSDB) Project Lead with responsibilities including, but not limited to, setting up, maintaining, and supporting S1000D Technical Publication projects throughout their lifecycle. The position will also be responsible for providing guidance and training to authors, reviewing authored data adheres to structured authoring guidelines, contributing to Technical Publication S1000D discussions, supporting the department- or group-level Technical Lead, and supporting testing of internally developed software. Additionally, the employee will be required to assist authors with tools used to generate S1000D content for flight and/or maintenance manuals for airborne and/or ground-based mission systems.

Qualifications:

Bachelor's Degree in a related field with 9 or more years of relevant experience. An equivalent combination of education and experience may be considered in lieu of a degree. Technical publication authoring experience within structured authoring environments (S1000D, Non-S1000D XML, SGML, and/or Structured FrameMaker). Prior experience either authoring, setting up, and/or managing technical publications in an S1000D/XML/Structured FrameMaker environment for Air Force, Army, or Navy programs. Must be technically minded and adept at learning new software applications. Must be able to think holistically about tools and processes. Must be able to think tactically and strategically when considering solutions. Must be an effective communicator, with the ability to consider varying viewpoints and perspectives. Must be able to work well with colleagues, internal customers, and external customers. Must be able to work within and potentially lead defined budgets and meet schedule deadlines. Strong computer skills with solid understanding of MS Office Suite and applications.


Strongly Desired Skills:


Experience with WebX UltraAuthor, Structured FrameMaker, and/or XML editing software applications (Arbortext, XMLSpy, Oxygen XML Editor etc.) as well as a working knowledge of S1000D project development (DMRL, BREX, DM management). Strong working knowledge of S1000D, ATA100, ATA iSpec 2200, MIL-PRF-38807C, MIL-STD-37874, and MIL-STD-2361C.


Additional Requirements:


Position requires the ability to obtain and maintain a DoD Secret Clearance.

#LI-Remote

• Ensure accurate and timely ticket completion and conduct spot checks of ticket resolutions to ensure documentation standards are maintained
• Ensure high level of customer service is maintained
• Ensure IT work space appearance and cleanliness are maintained
• Coordinate personnel schedules as directed
• Assist with technical training and user education as needed.
• Assist with special project work as needed.
• May require late night and weekend coverage.
• Be accessible via company phone and email 24/7 in case of emergency

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Ability to communicate with a wide variety of individual personalities in a constructive and professional manner
• Two to four years experience in Microsoft Windows OS and the ability to fix hardware items such as printers, desktops and laptops.
• Must have experience with Microsoft Office Software Suite.
• Must have experience and/or training in LAN, WAN and wireless network support.
• Demonstrated troubleshooting capabilities.
• Be willing and able to interface with users on a layman level.
• Phone / PBX experience is a plus.
• Strong communication and interpersonal skills.
• Demonstrate honesty, integrity and respect for others, a willingness to be flexible and open to change.
• Experience in the Airline industry a plus.

EDUCATION and/or EXPERIENCE:

High school graduate; some college and/or technical school desirable.

LANGUAGE SKILLS

Ability to read, write and understand spoken and written English. Ability to write routine reports and correspondence. Ability to give verbal and written direction to assigned staff.

PHYSICAL DEMANDS

The physical demands described here are representative of those that to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.

-- While performing the duties of this job, the employee is frequently required to reach with hands and arms, stand; walk; talk or hear; and use hands to finger, handle, feel or operate objects, tools, or controls. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl.

-- The employee must occasionally lift and/or move more than 50 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.

-- Work performed primarily in an aircraft maintenance facility setting. The noise level in the work environment is can be loud.

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a Lead, Technology Support / Ambassador to join our Digital Nexus technology organization.
Responsibilities:

* Use strong diagnostic and people skills to assure clients swift resolutions to their technical issues, engaging in proactive diagnosis and providing digital support experiences unique to physically being in an office; Make certain timely escalation of client issues by assigning appropriate priority level, escalating as necessary to management contacts and owning the issue through resolution; Deliver high quality support to Partners and professionals; Utilize strong customer service and empathetic approach to provide advice and support to clients
* Work directly with internal IT (Digital Nexus) service delivery teams by reporting issues and collaborating on resolutions; Uses independent judgement in determining the problem and solution for each concern - making sure all specifications are met and configured appropriately
* Collaborate cross-functionally with key stakeholders, including Digital Nexus delivery teams, L&D, Change Management and functional leads, to provide clients further insight into the latest tools and technology offerings to increase adoption
* Coordinate services for professionals within the Digital Desk, ION and Depot as appropriate
* Provide onsite client relations to all levels of the organization and subject matter expertise in all areas of technology; Update Standard Operating Procedures and other services processes and documentation when required
* Communicate proactively with clients from planning/scheduling through resolution to keep the apprised-on status; provide follow-up upon resolution to ensure customer satisfaction; Technical Liaison for Office related issues/outages, monitoring/testing networking and Wi-Fi

Qualifications:

* Minimum one year of experience in a technical customer service role with primary focus of supporting customers issues
* Bachelor's degree from an accredited college/university; Or equivalent work experience
* Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork
* Ability to positively influence and be a credible source of knowledge to our clients; Possess a natural excitement and ability to learn technologies and explain technical issues to our partners and professionals located in the office
* Excited and passionate about the Digital workplace experience, with a consultative and customer service orientation
* Experience providing basic technical support to customers; Knowledge of conference room support and experience troubleshooting computer issues
* Self-sufficient with ability to utilize a variety of resources to answer client inquiries and solve problems; Ability to support client service professionals in various levels within the firm; Ability to provide on-call coverage on nights and weekends, as needed
* US Citizenship is required

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law. In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site).

Apply now

Our Benefits

Health

KPMG offers a range of medical insurance options to meet your needs as well as prescription drug coverage, health care flexible spending accounts, and dependent day care flexible spending accounts.

Personal Time Off (PTO)

Up to 25 PTO Days per year (depending on job classification/level/years of service).

Financial

* 401(k) Capital Accumulation Plan
* Dependent Care Flexible Spending Account
* Health Care Flexible Spending Account
* Mortgage Assistance Program
* HomeBenefits@Work Program
* MetLife Legal Plan