JOB DESCRIPTION:
• This position will be responsible for supporting approximately 2000 users of a document management application.
• This application is deployed in multiple locations with both desktop and Microsoft Windows server components.
• The candidate will be responsible for troubleshooting user and server issues, end user questions, documentations and daily, weekly and monthly maintenance tasks.
• The candidate will be a member of a small team that supports this application which they will work closely with daily.
• In addition to the application duties, the candidate will need to periodically attend larger team and department meetings.
• The candidate also has the possibility of being involved in other application support.
ROLES & RESPONSIBILITIES:
• Manage the Daily Incident folder for the department on a periodic schedule
• Daily handling of Incidents for the Document Management application
• Work with teammates and clients remotely to troubleshoot and resolve issues
• Perform application administrative tasks
• Perform Server and Desktop troubleshooting tasks to resolve issues
• Create/update troubleshooting documentation for use by other team members
• Perform Weekly/monthly maintenance tasks
• Provide updates to the Application Product Manager and Primary Support
• Monitor the application support Group Mailbox
• Provide updates for tasks performed for on-going projects
• Ability to follow detailed corporate policies and procedures REQUIRED QUALIFICATIONS & EDUCATION REQUIREMENTS:
• Experience with installing and troubleshooting legacy (XP/DOS) applications installed in Windows 7
• In depth knowledge of Windows applications troubleshooting techniques
• Ability to identify and resolve problems or develop alternative solutions in a timely manner
• Ability to accurately log incident tickets in Remedy ITSM software
• Proper and correct tracking of open incidents and recording resolutions in Remedy
• Able to multi-task, independently and as part of a team
• Excellent verbal and written communication skills
• Must work well in group situations, make good sound decisions, and accurately follow instructions
• Ability to take initiative and be a self-starter
• Experience with Microsoft Outlook and Office Suite with a focus on Excel PREFERRED SKILLS:
• Previous experience with a document management application or process
• MS Windows server support experience
• MS-Office Desktop experience
• MS Office Com Add-ins troubleshooting experience NICE TO HAVE QUALIFICATION:
Productivity Software:
Microsoft Office (4 Yrs.)
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