<p>JOB SUMMARY:</p> <p>Responsible for the technical support of end users. First line of troubleshooting issues and handling user requests. Develops and follows standard work documents for repeatable issues. Strong customer service skills are essential.</p> <p>QUALIFICATIONS:</p> <p>Education and/or Experience:</p> <p>Two year degree in a computer related field or equivalent experience.</p> <p>Technical / functional skills:</p> <p>Basic understanding of one or more of the following:</p> <ul> <li> <p>Relational databases</p> </li><li> <p>Report writing tools</p> </li><li> <p>Windows server operating systems</p> </li><li> <p>Unix operating systems</p> </li></ul> <p>Certifications or licenses:</p> <p>None</p> <p>Travel expected:</p> <p>5-10% of time</p> <p>QUALIFICATIONS:</p> <p>Education and/or Experience:</p> <p>Two year degree in a computer related field or equivalent experience.</p> <p>Technical / functional skills:</p> <p>Basic understanding of one or more of the following:</p> <ul> <li> <p>Relational databases</p> </li><li> <p>Report writing tools</p> </li><li> <p>Windows server operating systems</p> </li><li> <p>Unix operating systems</p> </li></ul> <p>Certifications or licenses:</p> <p>None</p> <p>Travel expected:</p> <p>5-10% of time</p> <p>ESSENTIAL RESPONSIBILITIES:</p> <p>Support internal IT based support systems. Can include, but not limited to AS400, EMS, Omni, and Paperless. Support includes a basic understanding of the applications, ability to apply system upgrades and basic report writing.</p> <p>Percentages represent guidelines only; May vary by position and fluctuate due to changing business needs.</p> <ul> <li>90% Day to day support of existing environment - Tier 1 and 2 support (monitoring alerts, responding to service tickets, preventative maintenance) Tier 3 support will be handed off to other teams. </li><li>10% Personal Development - Development and coordination of small project tasks or assist other team members in developing project plans for larger projects. </li><li>Responsibilities outside of normal business hours - Rotating support for some weekend work, off hours on call support and backup for 2nd and 3rd shift coverage. </li><li>Other duties may be assigned. </li></ul> <p>ESSENTIAL RESPONSIBILITIES:</p> <p>Support internal IT based support systems. Can include, but not limited to AS400, EMS, Omni, and Paperless. Support includes a basic understanding of the applications, ability to apply system upgrades and basic report writing.</p> <p>Percentages represent guidelines only; May vary by position and fluctuate due to changing business needs.</p> <ul> <li>90% Day to day support of existing environment - Tier 1 and 2 support (monitoring alerts, responding to service tickets, preventative maintenance) Tier 3 support will be handed off to other teams. </li><li>10% Personal Development - Development and coordination of small project tasks or assist other team members in developing project plans for larger projects. </li><li>Responsibilities outside of normal business hours - Rotating support for some weekend work, off hours on call support and backup for 2nd and 3rd shift coverage. </li><li>Other duties may be assigned. </li></ul>