Help Desk Support Technician - On Site

SCS Engineers is looking for a Support Technician for our Remote Monitoring Control Division (RMC). You will be the first contact for customers looking for technical assistance. You will work remotely or out of our Temecula office as an option.

SCS Engineers is looking for a Support Technician for our Remote Monitoring Control Division (RMC). You will be the first contact for customers looking for technical assistance. You will work remotely or out of our Temecula office as an option.

How you can make an impact

Provide Tier 1 helpdesk support for all SCS RMC system issues as they arise, identify a solution to them, troubleshoot, and document the issue and solution, repair the issue, and communicate the repair performed.
• Escalate Tier 2+ tickets to the appropriate staff. Technical issues generally include:
• User Access
• User Permissions
• Loss of communications (e.g., internet, Ethernet, radios, fiber-optic, etc.)
• Power loss
• Equipment failure (e.g., PLC, HMI, Industrial PC, modem, radio, sensor, etc.)
• Programming issues on PLCs, HMIs, media converters, data recorders, edge devices, and Ignition SCADA software
• Manage help desk ticket system including follow ups and resolution.
• Provide quality, organized, and documented technical support to SCS RMC team members and our clients.
• Work with SCS RMC Network Engineers, Controls Specialists, Developers, and other SCS RMC team members to ensure that all SCS RMC system issues are repaired promptly.
• Document all repairs performed, working with Tier 2+ support staff when needed. This process would generally include:
• Track resolution of issues in helpdesk ticketing system or project management software.
• Write correspondence documenting task status and resolution of help requests.
• Project records filing.
• Implement procedures related to SCS' Quality Management System and related QA/QC activities.
• Assist SCS RMC team with system equipment updates (e.g., Windows updates, software updates, etc.)
• Add and remove users from SCS RMC systems and VPN.
• Update access roles for SCS RMC systems users.
• Provide training to SCS RMC systems users.

• Minimum of 1 year of experience as a support technician or other customer support role required.
• Bachelor's Degree in computer science or related field preferred.
• Experience with JIRA software suite preferred.
• Experience with OS environments, including Windows 10 (required), Windows Server 2012/2016/2019 and Linux (preferred)
• A+, MCP, MCSE or comparable certification preferred
• Valid driver's license with driving record in good standing required.