Tier II Help Desk Support Specialist

1 day ago


Battle Creek, Michigan, United States Horizon Industries Full time
Job Description

Horizon Industries Limited is seeking a skilled Tier II Help Desk Support Technician to join our team in Battle Creek, MI. As a key member of our IT and Management Consulting firm, you will provide top-notch support to our clients and internal teams.

Key Responsibilities:
  • Provide Tier II customer support for PCOLS applications, resolving complex issues and escalating when necessary.
  • Collaborate with Tier I and Tier III support teams, as well as external partners, to ensure seamless support and issue resolution.
  • Document and report system functional issues, website connectivity problems, and other technical issues to the DLA Log Info Svc PCOLS lead.
  • Act as an advocate for customers, employing every reasonable attempt to resolve issues before escalating to higher levels.
  • Stay up-to-date with the latest software and systems, including SAP CRM, Microsoft Office, Oracle database administration, and Avaya phone system.
Requirements:
  • Demonstrated experience in software applications, including SAP CRM, Microsoft Office, and Oracle database administration.
  • Knowledge of the PCOLS process, including setting up organizational hierarchies, provisioning users, and reviewing transactions in the DM/RA tool.
  • Understanding of how PCOLS systems interact and how data is used, including knowledge of required and optional data elements.
  • Ability to work independently and as part of a team, with strong communication and problem-solving skills.
  • IT III Access required.
Education and Experience:
  • Some college required, Bachelor's Degree preferred.
Additional Requirements:
  • COVID-19 vaccination required for this position. Reasonable accommodations may be granted for health reasons or sincerely held religious beliefs.


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