POSITION SUMMARY:                 

This position is responsible for the support of various types of software programs by troubleshooting, gathering requirements to resolve and/or prevent issues, investigating problems with software applications, and diagnosing root causes for prompt resolution. The individual is responsible for, testing, preparing end user training programs and related courseware, and must become a Subject Matter Expert by developing working knowledge of all the working applications and the environment in which they are used. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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. 

GEOGRAPHIC REGION: 

Please note applicants out of the geographic region for position applied will not be considered. 

QUALIFICATIONS: 

Required 

• Knowledge of application and execution of Microsoft Office Products including Outlook, Excel, Word, PowerPoint, and Access 
• Proactive approach to execute and complete assignments 
• Some education in information technology field 
• Working knowledge of macros and VBA for MS Excel 
• Intermediate to advanced communication skills in both English and Spanish 
• Effective collaboration skills 
• Strong problem solving capability with skills to define problems, collect data, establish facts and draw valid conclusions 
• Self-motivated and self-starter attitude able to work and collaborate with teams as well as work independently 
• Ability to prioritize work and meet deadlines 
• Ability to learn new systems quickly 
• Ability to think logically, follow procedures, and instructions 
• Ability to exercise independent judgment within established systems and procedures 
• Ability to accurately process alpha/numeric information 
• Ability to work extended hours, holidays, and/or weekends as needed. 

Preferred 

• Proficient in VBA and macros for enhancements of processes 
• Industry related experience 

DUTIES AND RESPONSIBILITIES: 

Primary 

• Gain a strong understanding of business processes and of the various applications used throughout the organization 
• Perform all Departmental Procurement 
• Maintain Hardware inventory 
• Provide assistance and seek resolutions on a broad variety of commercial issues, to include both domestic and overseas location whom may primarily communicate in Spanish. 
• Manage incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems 
• Receive initial telephone, email or helpdesk tickets with inquiries 
• Identify, research, and resolve reported issues 
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution 
• Provide feedback to end users, interpret results, and make recommendations to management for business/systems process improvements 
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders 
• Make decision to generate a defect or work order ticket for issues that will require attention from the Development Team 
• Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved 
• Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution 

Secondary 

• Assist with testing of new and existing software applications under development or consideration for purchase 
• Participate in the design, development, and delivery of software applications training programs and individual classes 
• Works on special projects as assigned 
• Additional duties as assigned