IHT App Supp Specialist I

Job Title: IHT Applications Support Specialist I

Job Code: 800001

Division: Information Technology

Department: Applications

Reports To: Manager, Service Desk

Manages Others: No

FLSA: Non-Exempt

Job Summary/Objective

The primary purpose of this position is to troubleshoot and resolve common and escalated service requests.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provide end user support of the suite of custom and vendor supplied applications including troubleshooting and resolving problems and documenting application support process flows.
2. Consults with internal and external staff to identify current operating procedures, clarify program usage, objectives, functions, and features.
3. Provide Tier I and other support per request from various constituencies. Investigate and troubleshoot issues.
4. Gathers details and documentation for all service desk tickets that need to be escalated.
5. Maintains accurate records of the assistance provided to ensure data integrity.
6. Functions as a liaison between business users and IT staff.
7. Recommend additions to existing work instructions to document support processes.
8. Provides technical assistance by responding to inquiries from others regarding errors, problems, or questions about applications.
9. Provide guidance to end users on how to use applications.
10. Monitors performance of programs after implementation.
11. Provide suggestions and alternative solutions to ongoing support issues.
12. Adherence to all company JSOX related compliance processes and procedures, and HIPAA Guidelines.
13. Perform miscellaneous duties as assigned.

Competencies

1. Ability to effectively present information and respond to questions from managers and customers
2. Excellent customer service skills
3. Excellent written and oral communication skills
4. Excellent analytical skills
5. Strong customer service skills
6. Good time management and workload prioritization skills
7. An ability to effectively prioritize in a high-volume environment
8. An ability to work independently within a team

Supervisory Responsibility

None.

Required Education and Experience

• Associates degree or equivalent combination of experience and education
• 2-3 years of experience in supporting or implementing new software applications
• Experience with Excel, Word and Visio
• Strong computer skills and advanced knowledge of internet browser functionality
• Familiar with HTML
• Basic understanding of computer operating systems including Windows and MAC OS.

Preferred Education and Experience

• Bilingual in English and Spanish
• Knowledge of the staffing industry or business services industry
• Prior PeopleSoft, ERecruit, or other HRIS experience

Additional Eligibility Qualifications

Understand and support the mission, vision and values of Staffmark Group.

https://www.staffmarkgroup.com/about-us/mission-vision-values

Work Environment

This job operates in a professional office environment or remotely. This role routinely uses standard office equipment such as computers, monitors, copiers, printers/scanners, phones, and filing cabinets. If working in a remote office environment, a clean, designated workspace must be kept in a safe condition, free from hazards to both the employee and the equipment. Remote office positions also require reliable, high-speed internet.

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to sit or stand at a desk indoors for much of the day; and is occasionally required to 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, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time remote work position: Monday through Friday, regular business hours. Some shifts may be hired as evening or weekend. Other occasional evening and weekend work may be required as job duties demand.

Travel

10% - for meetings, projects, and training.

Work Authorization/Security Clearance

None required for this position.

AAP/EEO Statement

Staffmark Group, LLC is an Equal Opportunity Employer offering employment without regard for race, color, religious creed, national origin, ancestry, gender, marital status, age, sexual orientation, sex, gender identity, disability, veteran status, genetic information, or other legally protected categories.

Diversity and Inclusion

An equitable, inclusive, and diverse work environment are critical to the mission, vision and values of Staffmark Group, LLC. We strive to foster authentic belonging for all the lives we touch. We are committed to supporting the diversity of each of our employees, and celebrating the inclusion of all types of thought, differences, and voices. We encourage our employees to align with Staffmark Group, LLC and our customer's diversity and inclusion initiatives.

Other Duties

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time, with or without notice.

Signatures

This job description has been approved by all levels of management.

Employee signature below constitutes the employee's understanding of the requirements, essential functions and duties of the position.

I have received a copy of the job description for IHT Applications Support Specialist I.

_____________________________________________ __________________

Employee Signature Date

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