Support Specialist

ESSENTIAL JOB FUNCTIONS

 

1.  Gain industry knowledge by applying intermediate to advanced problem solving and technical skills from short to medium length tasks.

 

2.  Will interact with user departments in the analysis of computer software/hardware needs.  Will work with user departments to prioritize/negotiate schedules for special requests or for multiple installs.

 

3.  Responsibilities include, but may not be limited to the following:

 

?  Perform complex problem determination, resolution, and records of all trouble situations reported.  Provide majority of technical training for all shift staff.  Perform advanced skill level functions on primary platform specialty, and intermediate skill level functions on secondary platform specialty and all other system technologies. This individual will also function as an assigned trainer and mentor for junior technicians.  Assume supervisory role in the absence of a Supervisor.

 

?  Keep abreast of current technology in both hardware and software in order to recommend business solutions that fit system constraints, meet user needs, and match the company?s strategic standards.

 

?  Lead and participate in testing, ensuring delivery of well-tested systems and applications and further ensuring systems meet business requirements.  Prepare system and integration test data, perform testing, and report test results to project leaders.

 

?  Organize assignments to ensure all are successfully completed on time.

 

?  Attend training classes and seminars designed to advance skills and creative capabilities.  Develops and maintains good written and oral communication skills.

 

?  Develop end-users skills in using BIS standard tools by offering procedural support and one-on-one training when applicable.

 

?  Provide consultative support by evaluating end-user processes and making recommendations for the selection, development and implementation of information technology solutions to improve processes and productivity.  Analyze and report cost savings related to improved processes.

 

?  Coordinate the purchase of standard hardware and software, ensuring compatibility with existing resources and standards.  Continually evaluate the effectiveness of available computer resources.  Assist in the development of departmental costs for computer hardware and software.

 

?  Assist other team members in resolution of technical support issues relating to end-user computing.  Provide a level of customer service that meets the expectations of our end-users that has been set by I.T. management.

 

?  Perform advanced technical tasks in primary platform; specialty skills exemplify advanced knowledge of primary platform. Perform intermediate to high technical tasks in secondary platform and all other system technologies; skills exemplify intermediate knowledge of secondary platform.

 

?  Leads workflow for appropriate shift including meeting timelines, scheduling jobs, and managing completion of tasks.  Responsible for completing and documenting all assigned day-to-day tasks/activities per the Activity Log for each system and shift.

 

?  Report technical problems, system performance and problem resolutions to upper management and/or appropriate support personnel.

 

?  Assist in development and ensure that all internal operating procedures to support  systems are performed according to standards.

 

?  Provide on-the-job training for staff on both UNIX and AS/400 Platform technologies and all other system technologies.

 

?  Provide input in employee performance planning, appraisal and reviews. 

 

?  Use the APPLIX ticketing system to log, track, and close all non-complex Client/User calls/problems.

 

?  Determines problem categories and priority through analysis and troubleshooting. 

 

?  Assigns problems to the appropriate support group and provides notification according to priority.

 

?  Performs follow up with assigned support groups on unresolved problems and advises user of status. Notifies supervisor of critical issues and/or reoccurring problems.

 

?  Report technical problems, system performance and problem resolutions to upper management and/or appropriate support personnel in the absence of a senior technician being available. 

 

?  Follow all internal operating procedures, according to standards, to support  systems.

 

?  Perform procedures which ensure minimum downtime and prompt restoration of failed computer systems, applications and database components, having direct effect upon customer service to our Clients and Users.

 

?  Take ownership of problems and coordinate support efforts between internal and external support groups. Enhance project management skills by participating in defining and presenting solutions for identified technical problems to management.

 

?  Coordinate the activities of on-site contractors as needed.  Interact with vendor management as needed.

 KNOWLEDGE AND EXPERIENCE

 

5 years experience in at least one of or a combination of the following:  Computer Operations, Information Technology, Help Desk, Customer Service.

 

Knowledge of personal computers (hardware and software).  Windows operating systems.  Experience using Microsoft products. (Word, Excel, PowerPoint, Access, Outlook)  Knowledge of systems (CMS, LMS, WINet) and AS/400 a plus. Good customer service skills.  Needs are Asp, ASP. net, html programming language. Different web based projects, web based charting projects.

 

Complete knowledge of host platform computer systems telecommunications, operating systems, hardware, software and help desk problem determination techniques.  High level of analytical and problem solving skills required.  Must have an excellent understanding of problem and change management procedures.  Excellent technical and communication skills and proven expertise in dealing with user problems and vendor relationships. Able to work in a 7 day week/24 hour day environment.  Ability to work and direct employees working in a high- pressure environment.

 EDUCATION

 Bachelor?s degree in Computer Science or business equivalent preferred or equivalent experience.  Demonstrated advanced technical skills in the primary platform of specialization.