IT Service Desk Analyst III - Escalation & ERP

OVERVIEW:

The IT Support Specialist isa mid-advanced position that serves as a point of escalation within the Help Desk department. This position will be responsible for several IT processes and will require the necessary mid to advanced technical and interpersonal skills to provide strong technical support in many areas of IT operations. This will include day-to-day support, andstrong familiarity with IT Security and Infrastructure, In addition, this position should havethe necessary experience to provide standard ERP support.

The position requires to beonsite at any of the primary warehouse/office locations or any other locations as deemed necessary. The position will be responsible for 1 to 2, IT processes, and be assigned tasks and or projects from time to time by the Senior IT Manager as needed.

Responsibilities and Skills Set:

TASK/SKILLS

PROFICIENCY LEVEL RANGE

CUSTOMER SERVICE – MINDSET

1 TO 3 – Advanced:
Low, Mid, High

COMMUNICATION – ABILITY TO COMMUNICATE WELL AND PROFESSIONALLY

1 TO 3 – Advanced:
Low, Mid, High

GOOD WORK ATTITUDE / ETHICS

1 TO 3 – Advanced:
Low, Mid, High

WORKS WELL WITH OTHERS

1 TO 3 – Advanced:
Low, Mid, High

COMPUTER HARDWARE – LAPTOPS / DESKTOP BREAK-FIX

1 TO 3 – Advanced:
Low, Mid, High

MOBILE DEVICES (CELL PHONE, TABLETS)

1 TO 3 – Advanced:
Low, Mid, High

WORKGROUP OFFICE PRINTER

1 TO 3 – Advanced:
Low, Mid, High

ZEBRA PRINTERS

1 TO 3 – Advanced:
Low, Mid, High

SCAN DEVICE (HANDHELD)

1 TO 3 – Advanced:
Low, Mid, High

OFFICE 365 PRODUCTS (WORD, EXCEL, POWERPOINT)

1 TO 3 – Advanced:
Low, Mid, High

OUTLOOK - MAILBOX

1 TO 3 – Advanced:
Low, Mid, High

EXCHANGE – OUTLOOK ACCOUNT

1 TO 3 – Advanced:
Low, Mid, High

TICKET SYSTEM

1 TO 3 – Advanced:
Low, Mid, High

ASSET MANAGEMENT

1 TO 3 – Advanced:
Low, Mid, High

AZURE ACTIVE DIRECTORY

1 TO 3 – Advanced:
Low, Mid, High

ON-PREM ACTIVE DIRECTORY

1 TO 3 – Advanced:
Low, Mid, High

ONBOARDING PROCESS

1 TO 3 – Advanced:
Low, Mid, High

OFFBOARDING PROCESS

1 TO 3 – Advanced:
Low, Mid, High

MULTIFACTOR SECURITY PRODUCT (DUO SECURITY)

1 TO 3 – Advanced:
Low, Mid, High

VPN – CISCO ANY CONNECT

1 TO 3 – Advanced:
Low, Mid, High

CITRIX - WORKSPACE

1 TO 3 – Advanced:
Low, Mid, High

ONEDRIVE

1 TO 3 – Advanced:
Low, Mid, High

TEAMS

1 TO 3 – Advanced:
Low, Mid, High

REMOTE TOOLS

1 TO 3 – Advanced:
Low, Mid, High

ERP SYSTEMS (PRELUDE, SAGE, TRX, QUICKBOOK)

1 TO 3 – Advanced:
Low, Mid, High

WINDOWS SERVER

1 TO 3 – Advanced:
Low, Mid, High

NETWORK FIREWALL

1 TO 3 – Advanced:
Low, Mid, High

NETWORK ROUTER

1 TO 3 – Advanced:
Low, Mid, High

NETWORK SWITCH

1 TO 3 – Advanced:
Low, Mid, High

NETWORK PATCH PANEL / NETWORK PORT WALL JACK

1 TO 3 – Advanced:
Low, Mid, High

ACCESS POINT (WIFI) DEVICE

1 TO 3 – Advanced:
Low, Mid, High

FIELD TECHNICIAN – SITE TO SITE SUPPORT (TRAVEL)

1 TO 3 – Advanced:
Low, Mid, High

USER ACCOUNT MANAGEMENT CLEARANCE

1 TO 3 – Advanced:
Low, Mid, High

(2) TWO - IT SUPPORT PROCESS ASSIGNED (ONBOARDING, OFFBOARDING, ERP SYSTEMS)

1 TO 3 – Advanced:
Low, Mid, High

KNOWLEDGE BASE ARTICLES

1 TO 3 – Advanced:
Low, Mid, High

PROCESS AND PROCEDURE DOCUMENTATION

1 TO 3 – Advanced:
Low, Mid, High

MINIMUM QUALIFICATIONS:

• High school diploma or GED
• Microsoft Office 365 experience
• Tech savvy with working knowledge of Microsoft Office products
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in English
• Excellent communication and interpersonal skills
• Customer-oriented and cool-tempered
• May be required to work 1st and or 2nd work schedule
• Moderate physical activity that requires handling and or lifting objects up to 25 pounds
• Some traveling is required to the different locations
• Knowledge of PCI standard compliance requirements is a plus, not a must

ITIL Foundation Certification is a plus, not a must

Network Troubleshooting Experience

An extensive amount of experience in basic computer troubleshooting

Experience with Active Directory (Account Creation, password reset, One Drive) A+ / Network + / Security+/MCSA / MCSE are a plus, but not required