Appl. Support Analyst I

About the role

The Applications Help Desk Support person(s) is responsible for providing customer support to assist users in the resolution of questions that may arise. Troubleshoots problems the users are having and develops technical solutions for users, technicians and customers. Refers cases to the application developers when their help is needed to resolve problems. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.

Responsibilities

• Learn and support Kenco developed software solutions.
• Acts as a technical resource in assisting users to resolve problems with Kenco developed systems.
• Maintain a log of calls to the Applications Help Desk and remedial action taken.
• Escalates urgent problems requiring more in-depth knowledge to appropriate resources in the IT department.
• Read technical manuals, confer with users and conduct diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Train users in the proper use of specific software.
• Making recommendations on areas of process improvement.
• Must be able to resolve problems via phone or remote control software in a help desk environment.
• Flexibility to work overtime and varying hours as needed.
• Must be willing to serve in an on-call rotation for after-hours support.

Qualifications

• Associates Degree in IT or equivalent help desk experience.
• Familiarity with working in a warehouse using WMS systems is preferred but not essential.
• AS/400 experience is strongly preferred.
• Relational database experience.
• SQL query writing experience.
• Data analysis.

Skills

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Decision Quality - Making good and timely decisions that keep the organization moving forward.
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Travel

• This position is expected to travel approximately 25% or less.
• A passport is not required but recommended.

Benefits

• Medical insurance including HSA, HRA and FSA accounts.
• Supplemental insurance including critical illness, hospital indemnity, accidental injury.
• Dental Insurance.
• Vision Insurance.
• Basic Life and Supplemental Life.
• Short Term and Long Term Disability.
• Paid Parental Leave.
• 401(k).
• Paid Time Off approximately 2 weeks (accrual begins on Day 1 of employment).
• Employer Paid Holidays- 10 days.