Application Support Technician

POSITION SUMMARY:

The First and Second-Level Application Support Technician positions are the point of contact for troubleshooting base and escalated software, hardware, and peripheral problems. The technician must provide routine, escalated, and emergency support to end users on a variety of issues. Responsibilities for the positions include the training, identifying, researching, and resolving of end-user questions, as well as the documenting, tracking, and monitoring of problems to ensure timely resolution. The ability to recognize and escalate priority issues as well as translate technical terms into non-technical language is critical to the success of these roles. The technician must exercise independent judgment, as well as be a team player.

Position is based in Rock Hill, NY with travel to new customer installations, as necessary.

Software/hardware support is Windows based point of sale and back-office suite designed for retail and wholesale environments.

ESSENTIAL RESPONSIBILITIES:

• Answer user questions in person, by phone, and via ticket system on all company supported applications.
• Research user questions using available information resources and advise users on appropriate courses of action.
• Investigate user problems, identify their source, determine possible solutions, test, implement, and document resolutions for future reference.
• Install, configure, and maintain user hardware and peripherals with applicable applications.
• Diagnose and resolve technical hardware and software issues.
• Assist in the maintenance of servers and other related equipment, devices, and systems.
• Perform software and hardware installations and upgrades.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using ticketing software.
• Understand complexity, and interdependencies of the various systems, applications, and infrastructure deployed in support of information technology services.
• Other duties as assigned.

JOB REQUIREMENTS:

• Ability to build rapport and elicit problem details from help desk customers.
• Ability to document problem and resolution(s) in detail to ticketing system and knowledge base
• In-depth knowledge of Microsoft Operating systems including Windows 7/8/10, Windows Server 2012/2016.
• Database experience with MS SQL is a plus
• Demonstrate interpersonal skills and abilities; particularly the ability to communicate technical information to non-technical personnel.
• Skills at organizing resources and establishing priorities.
• Knowledge of computing and networking hardware and peripheral equipment.
• Ability to learn, install, configure, and maintain various computer system hardware and software.
• Responsibilities may require weekend or late evening work in response to the needs of the systems being supported (On Call rotation).

PHYSICAL ACTIVITIES:

• Some lifting and carrying of equipment is occasionally required up to 40 pounds.
• Occasional travel to customer locations is required.

Benefits:

• Company provided BCBS Health Insurance
• Dental
• Vision
• PTO (Paid Vacation & Sick) including 6 paid holidays
• Advancement opportunities

Visit ftxpos.com to learn more about our company

Job Type: Full-time

Pay: $35,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Application Support: 3 years (Required)

Work Location: In person