General Systems Support Assistant

Essential Duties and Responsibilities

• Providing Internal employees with IT support via desktop solutions, chat functions, emails, and calls.
• Hardware setup, inventory, and troubleshooting.
• Assisting clients with account setup, application installations and onboarding.
• Enhancing application functionality based on client support requests.
• Following up on technical queries and providing prompt feedback.
• Prioritizing Client queries and escalating serious technical issues.
• Documenting error reports and monitoring performance metrics.
• Other duties as assigned.

Critical Success Factors

• Dependability - Follows instructions and responds well to direction; Takes ownership of tasks and follow through on commitments; Manages time effectively to meet deadlines or communicates proactively when adjustments are needed; Shows flexibility and is willing to support occasional evening, weekend, or travel needs as required.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Time Management & Task Coordination – Effectively manages time in a fast-paced support environment by prioritizing multiple incoming requests, meeting response and resolution targets, and ensuring timely follow-up on outstanding issues. Escalates complex or high-impact issues to the appropriate teams or leadership as needed.
• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Communication – Clearly and effectively communicates with team members, management, and end users through written, verbal, and visual formats; Able to interpret and relay technical information in a way that is easy to understand, ask clarifying questions when needed, and ensure a mutual understanding.
• Teachable – Works closely with Team Lead to learn all the required skills and duties. Takes constructive criticism, learns from their mistakes, and becomes job proficient.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Requirements

• College degree or commensurate professional experience
• 1-3 years of recent experience in a commensurate role
• Experience with support services tools (i.e. Jira Service Desk, Zendesk, ServiceNow) and processes including triage, prioritizing, and analyzing inbound service requests for data operations, system configuration, and defect resolution.
• Experience with applications, API, and systems hosted in Microsoft IIS
• Prefer experience supporting Azure Cloud and related services such as app service/function, message queues, virtual machines, pipelines, and releases.
• Prefer experience supporting e-commerce industry domains such as shopping carts, order processing, and payments.
• Prefer experience supporting warehouse management systems (WMS).