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- Field incoming technical support tickets from end users to resolve application and software issues
- Perform account administration tasks specific to maintenance and reliability related technology
- Receive technical support calls and log support tickets as required.
- Identify opportunities for improvement of related technologies and document them
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in the IT service desk system
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
- Assist in the development and maintenance user manuals and guidelines
- Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and so on.
- Analyze and assess existing business systems and procedures
- Consistently write, translate, and code software programs and applications according to specifications
- Liaise with vendors for efficient implementation of new software products or systems and for resolution of any adaptation issues
- Collaborate with others in the department to identify best paths forward when resolving issues
- Special projects and other duties as assigned
- Has developed knowledge and skills in own discipline; still acquiring higher level skills
- Works with moderate guidance in own area of knowledge.
- Expands fundamental knowledge in own discipline and broaden skills
- Applies knowledge and skills to a variety of standard activities
- Responds to non-standard requests from clients; investigates with assistance from others as needed
- Understands the key business drivers; uses this knowledge in own work
- Works to control budgets relates to own work area
- Identifies a solves a range of problems in straightforward situations; analyses possible solutions and assesses each using standard procedures
- Identifies a solves a range of problems in straightforward situations; analyses possible solutions and assesses each using standard procedures
- Prioritizes and organizes own work to meet deadlines
- Lapses in quality, reliability and completeness affect the ability of the team to meet near-term commitments and may require modest redeployment or expenditure of resources to recover
- Explains information and persuades others in straightforward situations
- Applies team effectiveness skills; contributes to achievement of team goals
- Certificate, Diploma or Degree in Information Technology, Engineering or MIS from a recognized public or private program and/or 3+ years of relevant experience
- Specialization in one or more of the following technologies: relational databases & tools, Java, Websphere (or other middleware), .NET, SharePoint / Office 365, BI and/or reporting platforms
- Exposure to the following software considered a benefit: IBM Maximo, Other EAM / CMMS / reliability software, Emerson AMS, PTC/ThingWorx, OSIsoft Pi or other data historians