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Help Desk Support Specialist
2 months ago
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 support team, you will provide high-quality technical assistance to our customers, ensuring timely and accurate resolution of issues.
Key Responsibilities:- Provide Tier II customer support for PCOLS applications, including troubleshooting and problem resolution.
- Interact with Tier I and Tier III support personnel, as well as other stakeholders, to ensure seamless support.
- Document and report issues, including account creation or maintenance processing issues, system functional issues, or website connectivity/latency issues.
- Act as an advocate for customers, employing every reasonable attempt to correct issues before escalating to a higher level.
- Demonstrated experience in SAP CRM, Microsoft Office, Oracle database administration, and Avaya phone system.
- Knowledge of the PCOLS process, including setting up organizational hierarchies, provisioning users, account migration, and reviewing transactions in the DM/RA tool.
- Understanding of how PCOLS systems interact, how data is used, and what data elements are required and optional.
- Ability to work independently and within a team structure, with strong communication and problem-solving skills.
Some college required, Bachelor's Degree preferred. Relevant experience in IT support and customer service is essential.
COVID-19 vaccination is required for this position. The Company may grant reasonable accommodations to candidates who are not vaccinated for health reasons or due to sincerely held religious beliefs.
