ESSENTIAL DUTIES and RESPONSIBILITIES

• Provide first level contact and convey resolutions to customer issues.
• Support the business systems (Infor CSI (SyteLine)) and resolve basic issues.
• High flexibility and multitasking capabilities and able to work well across multiple technical disciplines.
• Must be a highly organized and disciplined individual with a strong work ethic.
• Must have a sense of urgency and demonstrate strong time management skills
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Walk users through problem solving process.
• Follow up with users, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed users’ expectations.
• Preserve and grow your knowledge of help desk procedures, products and services.

• Supports a global workforce that includes local and remote users.

• Other duties as assigned.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Windows 7 and 10, and Mac OS
• Experience with SyteLine is a plus.
• Application support experience with Microsoft Office.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• iOS and Android knowledge are a plus.

REQUIRED COMPETENCY To perform the job successfully, an individual should demonstrate the following competencies:

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies

feedback to improve performance; monitors own work to ensure quality.

Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.

Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

EDUCATION and/or EXPERIENCE

Associates degree from a two-year college or university; and/or two or more years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.

CERTIFICATES, LICENSES, REGISTRATIONS

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and risk of electrical shock. The employee is occasionally exposed to high, precarious places. The noise level in the work environment is usually moderate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)