Job Title

Essential Functions: - Answers all incoming calls and IT emails providing Level 1 support in a timely manner. - Enters appropriate and usable data into CRM IT Technical Support Ticketing system. - Provides troubleshooting assistance through the use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote support. - Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call. - Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus. - Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems. - Manages internet security via Websense; adds and removes objects as well as manage permissions. - Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions. - Creates simple queries and runs pre-written stored procedures in SQL Server 2008. - Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange. - Provides outstanding customer service and responsiveness to all end-users across all locations. - Guides users through step-by-step solutions. - Assists users in operating IT equipment. - Provides technical assistance and training, and recommends remedial actions, as needed. - Escalates complex issues to different IT Teams, as necessary. - Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded. - Creates, assigns, and reopens tickets to appropriate IT Technical Support office. - Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests. - Establishes and maintains strong working relationships with various Company departments and team members. - May serve as resource to other team members in resolution of technical issues. - May contribute to library of Knowledge Base articles. Education and Experience: - High School Diploma or GED. - Formal education in Information Technology, a plus. - Minimum five (5) years of experience in Applications or IT Technical Support. - Must have previous experience supporting enterprise applications.