Systems Support Technician

Job Description

Job Description

Job Title: Systems Support Technician

Pay Type: Non-Exempt

Department: Information Technology

Reports To: Enterprise Help Desk Manager

Summary

The Systems Support Technician will be involved in ensuring the smooth functioning of software systems and working to install, maintain, and streamline existing software applications. Activities will include the continued troubleshooting and resolving of issues as well as providing technical assistance to internal and external clients.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• User Support: Assist clients with setup, installation, configuration and daily use of software.
• Troubleshooting: Diagnosing and resolving technical issues, including application errors and performance problems.
• Documentation: Developing and updating user manuals, training guides, and technical documentation.
• System Maintenance: Managing software updates, monitoring scheduled tasks, and maintaining databases of user requests.
• Client Interaction: Onboarding new clients and enhancing application functionality based on feedback.

Critical Success Factors

To perform the job successfully, an individual should demonstrate the following competencies:

• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to extra hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Flexible and willing to accommodate occasional night and weekend support and occasional travel.

• 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; Uses reason even when dealing with emotional topics.
• Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; ability to deal with problems involving several concrete variables in standardized situations.
• Teachable – Works closely with Team Lead to learn all the required skills and duties. Takes constructive criticism, learns from their mistakes, and becomes job proficient.
• 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.

Requirements

• High School diploma.
• IT Certification such as CompTIA A+ or equivalent.
• Experience with software support including operating systems, system configuration, diagnostics, system security, and troubleshooting.
• Experience with support services tools (i.e. Jira Service Desk, Zendesk, ServiceNow) and processes including triage, prioritizing, and analyzing inbound service requests for data operations, system configuration, and defect resolution.
• Warehouse experience is not required but helpful.