Address
Form of workJob Title: Technical Support Specialist
Department: IT
Reports To: Director of Information Technology
General Description Provides software, system, and minor hardware technical assistance, support, and training to partners.
Essential Job Functions include the following, other activities may be assigned:
- Works as part of the MIS team to facilitate the department in meeting overall organizational goals and objectives
- Supports all system users with any technical problems, primarily via telephone, email, or remote connection
Responsibilities
Job Duties must perform the following duties in order to achieve essential job functions, other duties may be assigned:
Answer email and telephone support questions related to the following applications or hardware: Epicor BisTrack, Microsoft Office/Open Office, client side email, client side printer, credit card processing, CAD software.
Help develop and maintain training materials for Epicor BisTrack and other software roll-outs .
Assist Director of IT with BisTrack maintenance and other projects as assigned.
Process partner change events and supplier invoices.
Help support internet connections.
Web development, Crystal Reports, and SQL skills are a plus.
Performance Behaviors To perform the job successfully, an individual should demonstrate the following performance behaviors:
Customer Service (of internal customers) - Responds promptly to partner needs; Solicits feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication (both standard and technical) - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
Qualifications
Education and/or Experience
Bachelor's degree (B. A.) from four-year college or university; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Computer Skills
To perform this job successfully, an individual should have knowledge of Database software; Inventory software; Internet Software; Spreadsheet software (Microsoft Excel); Word Processing software; and Basic understanding of LAN client/server networks.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.
