Tech Support Specialist

CMS Tech Support Specialist
Lyndhurst, NJ
FT 65K to 75K
Hybrid (2 days on site- 3 days remote)
Summary:
The CMS Tech Support Specialist is responsible for the function, development, enhancement, and support of the companies’ staff that utilize the CMS System. As a CMS Tech Support Specialist, you will be responding to queries via email or phone, training other staff members on troubleshooting and diagnosing problems, providing technical assistance, and following up with internal/external parties to ensure full resolution of issues.
Responsibilities:

• Support users and assist them with troubleshooting via phone and email correspondence
• Work independently to provide support to CMS users by performing a variety of tasks that may include calls for follow-up, assessing problems and researching solutions
• Provide the CMS application support for technical and/or instructional assistance by phone and email
• Log detailed descriptions of user needs and program functions and assists in the development of the overall system
• Gather and analyze user requirements to define specifications with end user departments
• Running reports and analyzing common complaints and problems
• Work with IT developers on the development testing and release of service packs and enhancements
• Plan and run unit and system tests thoroughly to maintain the quality of products
• Develop and update a CMS application system info pack, user guides, training videos and material to provide the assistance on smooth application deployment

Qualifications:

• Bachelor’s degree (Computer Science or Information Systems preferred)
• Minimum 3 years of experience in Customer, Desktop, Helpdesk, IT users and or application support roles
• Attention to detail and the ability to quickly and effectively resolve IT issues
• Ability to prioritize workload and other assignments in a good time management
• Clear and concise verbal and written communication skills to both technical and non-technical users
• Ability to learn CMS, related software, and train to provide support to users

Working knowledge of:

• Desktops, PCs, modems, Wi-Fi routers, wired/wireless scanners
• MS Office, Windows, Active Directory, PC security software (Norton, Kaspersky, AVG, Avast, Webroot), remote access software (a Team Viewer)
• Network – LAN/WAN, DNS, DHCP, TCP/IP protocols

Basic understanding of:

• Database (SQL/SQL express) concepts
• Software development cycle
• Software development in project coordinator, business analysis or QA role is a plus

If interested please send resume to Kevin.Shuster@ambassadoresources.com