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Support Specialist in Santa Ana at Behr Process Corporation

Date Posted: 6/30/2018

Job Snapshot

Job Description

JOB SCOPE/ SUMMARY:
Support information technology applications, systems and processes and perform scheduled operational tasks.
Participate in the department Technical Support Cisco phone system and log all tasks and requests into the Heat Support Desk Program. Partner with other department personnel and management for call escalation and resolution.

ESSENTIAL FUNCTIONS:
• Diagnose and solve printer problems and computer system problems.
• Install and setup personal computer hardware and software.
• Provide support for the Technical Support Cisco phone system and log all tasks and requests into the Heat Technical Support application.
• Participate in e-mail monitoring.
• Perform user setup procedures on AS/400, Intranet, Network OS, and other applications.
• Troubleshoot scanner gun and OOP computer problems.
• Conduct research utilizing books, publications, CD ROMs, news groups, and the Internet.
• Create and follow documentation for operational procedures.
• Utilize appropriate customer service skills to troubleshoot issues over the telephone.
• Daily follow-up on open customer issues.

JOB QUALIFICATIONS:
EXPERIENCE/EDUCATION/TRAINING:

Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to personal computers and networking components
Work experience involving network administration, user support, and/or personal computer technical work in a network environment is required

KNOWLEDGE/SKILLS/ABILITIES:
Knowledge of SAP
Knowledge of MS Office Suites and/or Software application related to job functions
Considerable knowledge of Windows XP operating system, Lotus Notes, including operation and troubleshooting
Considerable knowledge of personal computers and networking components
Ability to follow documented operational procedures and independently organizes, coordinate, and complete job orders
Ability to install and configure pc components, including hard drives, CD ROMs, scanners, video cards, and memory
Ability to install Windows operating systems, including software applications and printers
Ability to communicate with staff and other departmental representatives concerning job order needs or assignments
Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls
Ability to administer and troubleshoot Kiosk system
Ability to produce detailed documentation as necessary
Ability to investigate and solve hardware and/or software setup problems or errors using established procedures
Ability to provide onsite and telephone support to customers, vendors, and employees
Ability to perform call triage and escalate calls appropriately and log all calls in the Heat Technical Support application
Ability to conduct research utilizing books, publications, CD ROMs, news groups, and the Internet

SPECIAL REQUIREMENTS:
Ability to work a flexible workweek, including nights, weekends, or extended hours in order to meet production schedule requirements or provide support when required
Ability to travel to remote locations for required training and onsite support

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