Applications and System Support Technician

Job Summary:

MS PowerHouse seeks a qualified individual to serve as an Applications and System Support Technician for a full-time position in our IT Department.

The selected candidate must have sufficient qualifications and experience to respond to requests for assistance from staff and customers submitted by direct contact, email, telephone, or through the MS PowerHouse IT ticketing system. This position requires attention to detail, the ability to carefully follow departmental procedures, the ability to learn new processes and implement new techniques, demonstrated initiative, the ability to think and reason independently, and the ability to communicate effectively in English.

Duties and Responsibilities:

Requests for assistance will be varied throughout the day and will include all aspects of IT Support, including but not necessarily limited to:

1. Computers and other hardware setup and configurations.
2. Hardware and Software Troubleshooting and updating.
3. Maintaining IT Inventory records per standard procedures.
4. End-user training.
5. Communicating with vendors to ensure timely product and software functions.
6. Other IT-related duties, as assigned.

Additional Responsibilities:

1. Perform IT-related work assigned by the Director of IT Services or Executive Director.
2. Assist in designing, developing, installing, and maintaining system hardware and software applications, escalating problems for assistance as needed.
3. Collaborate with cross-functional teams to resolve software interface problems.
4. Write clean, efficient, and well-documented code and reports.
5. Provide technical guidance and reports to the Director of IT Services.
6. Assist with performing software installations, code reviews, and updating.
7. Stay up to date with emerging trends and technologies in software development.
8. Communicate effectively with all stakeholders, including all departmental managers.
9. Contribute to the development of technical specifications and project manuals.

Technical Duties and Responsibilities:

1. Assess Software and Hardware problems for resolution.
2. Prepare new hardware and software systems for installation and deployment.
3. Monitor support ticket queues for support requests and voicemails and coordinate with other technology teams to redirect tickets where applicable.
4. Perform OS and software updates as needed.
5. Perform RMA research and completion as requested.
6. Answer support phone calls, work tickets, and document issues via in-house CRM.
7. Perform routine maintenance on computers as needed for support issues or schedule a time for maintenance.
8. Research hardware & software product availability, as requested by management.
9. Use SQL scripts to retrieve data from SQL Servers.
10. Generate custom SQL reports.
11. Handle multiple tickets simultaneously.
12. Work as a team player that assists in all aspects of the company upon request.
13. Perform occasional after-hours and weekend support based on criticality.
14. Assist in obtaining and preparing data for decision-making, planning, and evaluation.
15. Maintain and assure the confidentiality of data.
16. Prepare written documentation for all infrastructure and maintenance activities and maintain accurate logs and procedure manuals.
17. Report unresolved problems and unusual incidents to the IT Director immediately.

On-Call Responsibilities:

1. Respond to after-hour customer emergency calls as scheduled.
2. Perform after-hours maintenance as scheduled by the ticket system or IT Director.
3. Review daily backup, update, and maintenance.
4. Review alerts generated by customer equipment.

Experience:

1. Minimum of 3-5 years of IT-related experience.
2. Demonstrated high-level troubleshooting skills.
3. Good communication skills (written, oral, and listening).
4. Strong multi-tasking skills.
5. Demonstrated ability to work independently while being a team player.

Educational Background:

A minimum of an associate s degree is strongly preferred, as experience with office operations, general Windows OS, and Microsoft Office products is required.