Application Support Technician

Job Description

Position Summary:

Responsible for providing technical software and hardware support and incident resolution to end-users’ requests. This includes processing service requests and incident tickets, troubleshooting and user training to maximize efficient use of computing resources. Responsible for designing, developing and implementing Microsoft Business Intelligence related products.

Essential Functions:

Provides application support, technical support and guidance to resolve user’s computer hardware and software problems and documents progress in HK’s ticketing system.

Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.

Maintains user accounts on networks and applications. Make sure proper permissions are established within the applications and the network operating systems.

Provides service and support for end users of mobile devices such as cellphones, tablets, and scanners.

Provide support and work with 3rd parties in designing, developing and implementing Microsoft SharePoint sites, workflows and power Bi reports.

Assists with various IT projects as assigned.

May be required to lift equipment, monitors, etc. up to 50 lbs.

Position Specifications

Skills:

Sharp technical IT skills, strong knowledge in Microsoft Office products, Microsoft SharePoint, Power BI and operating systems

Good communication and people skills with empathy and an ability to understand customer needs.

Must be a team player but also able to work independently.

Support experience with SAP and various SaaS preferred

Education/Experience:

Bachelor’s degree preferred

Minimum 3-5 years of IT experience preferred

Physical and Mental Demands:

Extra hours may be required when installing and testing new systems or upgrading, which could involve weekend work and evenings. May need to be on call when unforeseen issues crop up like network outages or failures. Some traveling may be required.

Disclaimer Statement:

The above information on this position description has been designed to indicate the general nature and level of work performed by the employee w/in this position. It is not designed to contain or be interpreted as a complete list of all duties, responsibilities & qualifications required of employees assigned to this position.

Full-time