Job Description
Position Overview: The IT Support Technician is responsible for the installation, maintenance, and support of a wide array of business systems and applications. This includes direct interaction with end-users and vendors for issue resolution, maintenance, and training. The role demands excellent communication skills to translate complex IT requirements into user-friendly solutions and to document all support activities. Experience in software, cybersecurity, IT operations, and project implementation is highly valued, along with a proactive approach to problem-solving and process enhancement.
Duties and Responsibilities:
Include but are not limited to:
- Support existing application functionality, own the resolution of Level 2 issues.
- Coordinate and execute system installations, updates, and maintenance activities.
- Coordinate and execute end-user training activities in collaboration with business analyst and/or project teams.
- Analyze and review enhancements for compatibility, adhere to operating guidelines and perform integration testing.
- Provide high quality written documentation of artifacts, including technical requirements, diagrams, flow charts, and presentations.
- Prepare and present status reports, ad hoc reports, records and training material to customers and staff.
- Collaborate with IT and Project teams to create test plans, analyze test cases, identify issues, and escalate them to appropriate teams.
- Manage allocation and implementation of tasks and assistance for project plan development.
- May organize and conduct conference calls and prepare document based on status meetings.
- Provide on-call Level 2 application support as directed by the supervisor. May require after business-hours availability or remote site availability (travel).
- Stay current on new and emerging technologies and recommend opportunities to improve business processes.
- Frequently work directly with strategic business units to coordinate project activities and present project status reports.
- Perform other duties as assigned.
Skills and Qualifications:
- Proven experience working on cross functional teams (engineers, specialists, analysts, and business end users).
- Familiar with various operating systems, (Windows, iSeries), databases and standards (SQL, XML).
- Knowledge in using cloud technologies.
- Problem-solving aptitude with a “can do” attitude.
- Possess excellent time management and project execution skills.
Education and Experience:
- 2 – 5 years proven experience as Application Analyst, Application Engineer, Technical Specialist, Application Developer, IT Administrator, or other technical application/software support role, in a mid-to-large size corporate environment.