System Support Technician

Summary of Position

The Systems Support Technician is responsible for providing end-user support for moderately complex incidents and service request projects related to web-based document management applications. This position will troubleshoot common issues and perform routine technical assistance to assist internal and external customers.

Essential Duties and Responsibilities

Provide technical support assistance to end users by responding to questions and concerns.

Troubleshoots common issues and escalates complex technical service and hardware/software issues as needed.

Document services provided and shares troubleshooting techniques with IT Department.

Configure and install users application software and hardware.

Lead or participate in technical pilot and production rollouts documents results and provides input to procedural and support processes being established.

Ability to effectively work internally with DOMA production technicians and external clients partners and users.

Facilitate at DOMA offices: installation programming maintenance and repair of software machinery and equipment.

Provide on-call after hours technical support for customers and internal notification.

Identifies problems and guides clients through corrective steps.

Writes and maintains documentation in order to improve client references.

Improves system performance by solving problems and recommending effective changes.

Performs routine technical assistance and maintenance duties.

Other duties as assigned.

Qualifications

Associates degree in Computer Science or Information Technology preferred.

1 -3 years of experience in desktop hardware software installation and remote local support including service level compliance and performance measurement.

1 year of experience in facilitated hands-on technical training.

Microsoft Certification preferred.

Expert knowledge of Microsoft Office applications; ability to maintain and troubleshoot databases and networks.

Proven experience creating technical documentation associated with processes/procedures and problem management tickets.

Additional Requirements

Highly detailed oriented.

Strong ability to work independently as well as the ability to work closely with others.

Good oral and written communication skills.

Excellent customer service skills.

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.

Frequently required to talk or hear to provide technical support to customers vendors and internal employees.

Must be able to lift and/or move computer hardware and components (i.e. monitors hard drives scanners and laptop computers).

• Ability to obtain and maintain proper security clearance requirements.

Work Environment/Physical Demands

The work environment and 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.

This is an office position. While performing the duties of this job the employee regularly works in a climate-controlled environment. Candidates must be able to sit read work on a computer and watch a computer screen for extended periods of time. Occasionally required to stand walk use hands and fingers kneel or crouch. Occasionally lift and/or move up to 50 pounds.

Commence is an equal employment opportunity employer. All personnel processes are applied without discrimination on the basis of race color religion sex sexual orientation gender identity marital status age disability national or ethnic origin military and veteran status or any other characteristic protected by applicable law.

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