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Form of workJob Description
Title: IT - Application Support Analyst
Reports to: Operations Director
Location: Power Distributing, Elmhurst, IL
Direct Reports: No
Summary of Position:
As a member of the IT Team, this individual is responsible for resolving application, data, and system issues that arise across our various IT business platforms. As Application Support, there will be a requirement to function under varying degrees of pressure. There is also a customer support aspect for both internal and external users. MS Exchange, O365 Suite, and Encompass Technologies will be in extensive use in support of the various business areas.
Duties & Responsibilities:
General
• Document processes2and projects. Supporting Information Technology systems and services by developing new methods, approaches, and procedures. Diagnosing and resolving problems in response to customer reported incidents involving different platforms, operating systems, applications, and desktop configurations.
• Planning, designing, developing, and integrating network systems consistent with existing or planned network infrastructures.
• Installing, configuring, troubleshooting, and maintaining company hardware and software.
• Resolving Encompass mobile application and hardware issues.
• Assisting the IT Team with data maintenance including but not limited to Customer Tables, Product Tables, Routing Tables, Stop Table, Plans Table, and User Tables.
• Act as a point of contact or coordinator for both internal users for service providers such as Cell Phone Services, Cyber Security, and Desktop Support.
• Manage system administration for Exchange, Office 365, network, and telephony.
• Inventory management of peripheral devices
• In general, provide and manage IT help Desk services
• Assist in training coordination of Sales and Operations.
Specifically
• Provide Sales Reps with training, deployments, and support of their mobile device for current and future mobile applications.
• Aid with modifications to application configurations and definitions within Encompass and Exchange, as well as potential future technologies such as Ship Station.
• Maintain User Roles/Permissions within Encompass and Exchange.
• Providing customers with assistance in the use of their DSD Customer Portal.
• Responsible for the maintenance of IT inventory for hardware, configurations, SOP’s, and production reporting (utilizing MDM).
• Supporting internal users with various application modules including Load Sheets, Inventory, Purchasing, and Warehousing.
Qualifications:
• Post-Secondary Degree or Diploma in computer technology related studies.
• Intermediate to Advanced skills in Microsoft Excel and formulas.
• Exposure to ERP Applications, Warehousing or Financial systems applications.
• Familiarity with sales.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Proven track record of delivering results.
• Experience in all aspects of customer service and communication with a strong customer service and relationship approach.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions.
• Ability to articulate ideas and concepts.
• Able to respond quickly in a dynamic and changing environment.
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Team player that can work independently.
• 2-5 years of related industry experience preferred.
• Training will take place in Canada; candidate should hold a passport.
Core Competencies:
• Customer Focus
• Resourcefulness
• Communication
• Teamwork
• Quality Orientation
• Time Management
• Adaptability/Flexibility
• Development and Continual Learning
• Planning and Organizing
• Problem Solving
• Result Focus
• Accountability and Dependability
• Ethics and Integrity
• Providing Consultation
Benefits
• 401(k)
• Dental Insurance
• Disability Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Vision Insurance
