Technical Support - Enterprise Systems

Essential Functions:

• Answers all incoming calls and IT emails providing Level 1 support in a timely manner.
• Enters appropriate and usable data into CRM IT Technical Support Ticketing system.
• Provides troubleshooting assistance through the use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote support.
• Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call.
• Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.
• Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems.
• Manages internet security via Websense; adds and removes objects as well as manage permissions.
• Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.
  
• Creates simple queries and runs pre-written stored procedures in SQL Server 2008.
• Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.
• Provides outstanding customer service and responsiveness to all end-users across all locations.
• Guides users through step-by-step solutions.
• Assists users in operating IT equipment.
• Provides technical assistance and training, and recommends remedial actions, as needed.
• Escalates complex issues to different IT Teams, as necessary.
• Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded.
• Creates, assigns, and reopens tickets to appropriate IT Technical Support office.
• Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.
• Establishes and maintains strong working relationships with various Company departments and team members.

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• May serve as resource to other team members in resolution of technical issues.
• May contribute to library of Knowledge Base articles.

Education and Experience:

• High School Diploma or GED.
• Formal education in Information Technology, a plus.
• Minimum five (5) years of experience in Applications or IT Technical Support.
• Must have previous experience supporting enterprise applications.