Job Details

Requisition Number 18-0002
Post Date 1/3/2018
Title IT Support Coordinator
City Little Rock
State AR
Description

Summary

This position will be responsible to coordinate the IT Support team.  This team currently consists of 4 internal support people (4 staff and 1 manager).  This position will also work with the FE Managers to help coordinate the functions of the Field Engineers.   This position will fill in as a Help Desk support agent when needed, help coordinate implementations, train internal IT personnel and customers (internal and external) in using new technology to make their positions more efficient, continuously improve processes to ensure best practices are utilized throughout the organization, develop, maintain, and report Help Desk and FE analytical measurements, support the IT Support Manager as required.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

•          Follow up on open Help Desk logs to ensure proper handling.

•          Follow up on outstanding logs that have surpassed Service Level Agreements.

•          Help support and coordinate implementation of new or repairs to field systems.

•          Support various IT statistical reporting functions (inc: IT statistics, sales reporting, billing, surveys, etc).

•          Coordinating and following up on IT Support projects.

•          Build and distribute the IT Support News Letter.

•          Help with IT Support follow up and Audit calls to customers.

•          Build training videos for independent stores use of CW and other technical training.

•          Maintain and refresh end user training and operations documentation.

•          Help coordinate company technology advancement projects.

•          Coordinate CounterWorks user forums.

•          Conduct on-line training sessions for end users.

•          Some travel is required for external training and sales presentations.

•          Coordinate communications with all departments and IT Support.

•          Work with application development staff to coordinate the creation and management of better support tools for internal IT Support resources and end users.

•          Provide and apply quality assurance best practices for support staff and operations.

•          Develop routines for end users to facilitate best practices use.

•          On-call availability periodically during the month.

•          Some off-normal business hours work is required.

Requirements

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

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

Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; displays understanding of how job relates to others.

Analytical - Synthesizes complex or diverse information; collects and researches data.

Problem Solving - Gathers and analyzes information skillfully; works well in group problem solving situations.

Project Management - Coordinates projects; communicates changes and progress.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed.

Achievement Focus - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; organizes or schedules other people and their tasks.

Quality - Demonstrates accuracy and thoroughness.

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.

Education and/or Experience

Bachelor's degree from four-year college or university; or one to two 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 calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have excellent working knowledge of Microsoft Access and Microsoft Excel.

Certificates, Licenses, Registrations

Valid driver's license and a clean driving record

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 sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 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 occasionally exposed to moving mechanical parts; high, precarious places; outside weather conditions and risk of electrical shock. The noise level in the work environment is usually moderate.

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