Job Type: Full Time / Permanent
POSITION OVERVIEW Provides maintenance and support to internal departments and users regarding key organizational and departmental IT systems. This includes development and/or configuration of current and future applications and systems and the development of efficient and effective reporting solutions to support the departmental and business needs of the organization. In addition, this position involves providing support in the installation, testing and troubleshooting of application systems.
ESSENTIAL FUNCTIONS: • Models and promotes both internally and externally the mission, philosophy and values of the company. • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network. • Acquires, maintains and demonstrates current knowledge and competency. • Supports the development and configuration of application systems and reports. • Develops and maintains database queries and reports using in house and hosted database and reporting tools. • Prepares documentation and training to support new or enhanced features, reports, and application systems. • Maintains standards and procedural documentation for application and reporting solutions. • Performs maintenance of systems; identifies problems and develops appropriate solutions in conjunction with management. • Takes ownership and manages assigned project tasks and deadlines in conjunction with management. • Identifies and escalates priority issues by redirecting high-level challenges to the appropriate resources. • Mentors and supports Technical Support Specialists as needed. • Assumes Technical Support Specialists responsibilities as needed. • Demonstrates an active effort to foster and promote a team-oriented, collaborative environment. • Organizes ideas and communicates information in a style appropriate to the audience and situation. • Develops knowledge base reference articles related to IT systems for use by IT team members. • Confers with management to recommend system improvements or modifications as needed. • Performs other duties as assigned by Manager Behavior Requirements: The following constitute the behavior expectations the company has for each employee: • Treats everybody with dignity and respect • Is honest and trustworthy • Respects authority and the chain of communication • Exhibits a willingness and desire to learn about the company and its philosophies • Exhibits empathy • Respects others opinions, beliefs and position on a matter, even if it contradicts his/her own • Understands the importance of, and practices respectful disagreement • Follows fundamental business etiquette and protocols • Complies with all policies and regulations • Complies with IT department standards and practices • Projects a positive attitude and image of the company internally and externally
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required, as well as any physical requirements. Reasonable accommodation may be made to enable a qualified individual with a disability to perform the essential functions.
EDUCATION and/or EXPERIENCE Requires a Bachelor’s degree or equivalent experience; 3-5 years customer software and/or hardware technical support or help desk experience preferred. 2-3 years application support and proficient with various reports development tools such as: MS Power BI, Crystal Reports, IBM Cognos, Microsoft SQL Server. Foundational knowledge of database structure analysis. Prior API configuration and/or maintenance experience a plus. Proficient with Microsoft Windows 10 centralized endpoint management and MS Office O365. Understanding of basic networking infrastructure. Proficient knowledge of Microsoft Active Directory, MS Azure AD, VMware VDI. Proficiency with configuration and/or maintenance of EHR, HCM and finance applications.
Other Requirements: • Must demonstrate stress tolerance, resilience and empathy in difficult situations • Possess excellent oral and written communication skills • Possess excellent critical thinking and problem solving skills • Must manage multiple requests and tasks • Have the ability to prioritize effectively and manage shifting priorities • Must be willing and able to work in a strong team-oriented environment • Escalate issues when necessary in a timely fashion • Must be a self-starter able to work online or offline hours with minimal or no supervision. • Must have reliable transportation for periodic regional travel.