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IT Applications and Systems Support Specialist

2 months ago

North Wales, Pennsylvania, United States MS POWERHOUSE Full time
Job Overview

Position Summary:

MS PowerHouse is in search of a skilled professional to fill the role of an IT Applications and Systems Support Specialist within our Information Technology Department.

The ideal candidate will possess the necessary qualifications and experience to effectively address requests for support from both staff and clients, whether received through direct interaction, electronic communication, or our IT ticketing system. This role demands meticulous attention to detail, adherence to departmental protocols, a willingness to learn and apply new methodologies, a proactive mindset, independent problem-solving capabilities, and strong communication skills in English.

Key Responsibilities:

Support requests will vary throughout the day and encompass all facets of IT assistance, including but not limited to:

  1. Configuration and setup of computers and related hardware.
  2. Troubleshooting and updating hardware and software.
  3. Maintaining IT inventory records in accordance with established procedures.
  4. Providing training to end-users.
  5. Engaging with vendors to ensure timely delivery of products and software functionalities.
  6. Executing other IT-related tasks as assigned.

Additional Duties:

  1. Conduct IT-related tasks as directed by the Director of IT Services or Executive Director.
  2. Assist in the design, development, installation, and maintenance of system hardware and software applications, escalating issues as necessary.
  3. Collaborate with cross-functional teams to troubleshoot software interface challenges.
  4. Write clean, efficient, and well-documented code and reports.
  5. Provide technical guidance and reporting to the Director of IT Services.
  6. Support software installations, code reviews, and updates.
  7. Stay informed about emerging trends and technologies in software development.
  8. Communicate effectively with all stakeholders, including departmental managers.
  9. Contribute to the creation of technical specifications and project documentation.

Technical Responsibilities:

  1. Evaluate software and hardware issues for resolution.
  2. Prepare new hardware and software systems for deployment.
  3. Monitor support ticket queues for requests and voicemails, coordinating with other technology teams as needed.
  4. Perform operating system and software updates as required.
  5. Conduct RMA research and complete tasks as requested.
  6. Handle support phone calls, work tickets, and document issues using the in-house CRM.
  7. Carry out routine maintenance on computers as necessary or schedule maintenance as needed.
  8. Research hardware and software product availability as requested by management.
  9. Utilize SQL scripts to extract data from SQL Servers.
  10. Generate custom SQL reports.
  11. Manage multiple support tickets simultaneously.
  12. Act as a collaborative team member, assisting in all company aspects as requested.
  13. Provide after-hours and weekend support when critical issues arise.
  14. Assist in gathering and preparing data for decision-making, planning, and evaluation.
  15. Ensure the confidentiality of sensitive data.
  16. Document all infrastructure and maintenance activities and maintain accurate logs and procedure manuals.
  17. Report unresolved issues and unusual incidents to the IT Director promptly.

On-Call Duties:

  1. Respond to after-hours emergency calls as scheduled.
  2. Conduct after-hours maintenance as scheduled by the ticketing system or IT Director.
  3. Review daily backups, updates, and maintenance tasks.
  4. Monitor alerts generated by customer equipment.

Qualifications:

  1. 3-5 years of relevant IT experience.
  2. Proven high-level troubleshooting capabilities.
  3. Excellent communication skills (written, verbal, and listening).
  4. Strong multitasking abilities.
  5. Demonstrated capacity to work independently while also being a team player.

Educational Requirements:

A minimum of an associate's degree is strongly preferred, along with experience in office operations, general Windows OS, and Microsoft Office products.