Systems Support Tech Aide

As a Systems Support Tech Aide at Groton, your primary responsibilities include providing support for IT applications used in the construction of U.S. Navy Submarines. You will assist over 15,000 personnel by troubleshooting basic IT issues, handling user inquiries, and ensuring effective first call resolution in a timely manner.

To qualify for the Systems Support Tech Aide position at Groton, you need a high school diploma or equivalent, along with at least one year of customer service experience, preferably within a Help Desk or related environment. While not mandatory, an Associate's Degree and two or more years in customer service or IT support are advantageous.

While prior IT experience is not strictly required for the Systems Support Tech Aide role at Groton, it is beneficial. The position does demand strong customer service skills and the ability to learn quickly, especially in troubleshooting basic tech issues as you support our fleet of applications.

Essential skills for a Systems Support Tech Aide in Groton include proficiency in Excel, effective communication skills—especially over the phone—and a strong ability to multi-task. A basic understanding of troubleshooting is also important to effectively resolve customer issues and inquiries.

The work environment for the Systems Support Tech Aide in Groton is team-oriented and supportive. You'll work indoors in a structured setting from 0600 to 1630, Monday through Friday, collaborating closely with other team members to provide excellent service and build solutions for our users.

In discussing your customer service experience, focus on specific instances where you successfully resolved technical issues for users, emphasizing your ability to communicate solutions clearly and patiently. Highlight any metrics of success, such as customer satisfaction ratings.

It's important to explain your method for triaging requests—this might include assessing urgency, the number of users affected, or SLA requirements. Provide examples of a prioritization strategy you've used successfully in the past.

Mention specific tools and software that you have experience using, such as ticketing systems or remote troubleshooting applications. Demonstrating familiarity with these tools can highlight your readiness for the Systems Support Tech Aide role.

Discuss your strategies for maintaining professionalism and composure during difficult interactions. Share a particular challenge you've faced and the positive outcome resulting from your approach to resolving the issue.

Highlight your approach to active listening and paraphrasing user concerns before providing solutions. Emphasize your ability to explain technical terms in a way that is easy for customers to understand.

Describe a specific instance where you identified the root cause of a technical problem and the steps you took to resolve it. Focus on your diagnostic approach, the tools you used, and how you communicated the solution to the user.

Articulate your belief that customer satisfaction and effective problem resolution are key. Discuss how building rapport with users can lead to better outcomes and contribute to a positive support atmosphere.

Share any relevant experiences you have with troubleshooting specific applications or software. Be sure to explain your thought process and methodologies for identifying and resolving software-related issues.

Speak to your passion for technology and helping others solve problems. Explain that you find fulfillment in making users’ experiences better and how this job aligns with your career goals.

Discuss your methods for staying current, such as following industry news, participating in forums, and attending training sessions. Highlighting ongoing learning shows your commitment to your professional growth.