Technical Support Coordinator Job at Performance Review Institute
Technical Support Coordinator
Location(s): Warrendale, PA
Role summary:
Provide supervised systems helpdesk support to the Support Services Department, working directly with the Manager, Support Services and Customer Relations and Technical Support Specialist.
Primary duties and responsibilities:
- Field, coordinate, escalate, and track the incoming systems helpdesk requests, via email and telephone, and provide basic first level system support for repeatable requests in an efficient and professional manner.
- For reported system errors that are not easily resolved via Level I assistance, examine current system functionality to ensure it aligns with documented requirements. For misalignments in documented requirements, submit a ticket and work with Development when necessary, to establish a fix.
- Enter, update and track system incidents/requests using JIRA ticket and project management system. Assist with prioritizing incidents and requests and maintain a sense of urgency for resolution within SLA (4 hours)
- Review data for ticket fixes to ensure the data update was performed accurately. Communicate data updates to the appropriate end user
- Utilize and manipulate in-application SQL statements to execute database updates
- Prepare and execute communications, including user guides and presentations, regarding new informatics systems features/enhancements
- Assist department staff in a professional and efficient manner by creation of materials, e.g., presentations, conference materials, meeting agendas/minutes, etc.
Education and experience:
- AS in business or relevant degree required, or three years technical customer support experience, bachelor’s degree preferred
- Strong computer skills including a working knowledge of appropriate application programs required
- Strong organizational skills
- Strong communication skills
- Ability to travel 10% of the time
- Ability to work for long periods of time at a computer/desk
- Standard office environment
EOE, including disability/vets
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