Job description

Position Summary:

Pulsafeeder is looking for a technology-oriented individual with strong attention to detail and ability to provide a high level of service to our employees. The IT Support Technician is responsible for supporting our internal customers with analyzing, troubleshooting and evaluating technology issues at Pulsafeeder. This is an on-site position in Rochester, NY[MB1] .

KEY RESPONSIBILITIES:

· Maintain Help Desk tickets using ZenDesk. Serve as first point of contact for users seeking technical assistance.

· Troubleshoot and support day to day issues.[MB2] Ability to prioritize tickets and respond/close in a timely manner.

· Perform Troubleshooting, using diagnostic tools, for Remote/On-Site users.

· Identify tickets requiring a higher level of support[MB3] , gather information, and assign to appropriate resources

· Analyze and report metrics, Key Performance Indicators (KPIs) for ensuring business continuity and increasing organizational productivity. Develop processes for reducing support ticket volume using Wikis and Knowledge Bases.

· Document user interactions, follow up with user to ensure resolution. Provide end user training, as necessary.

· Support Network Administrator, as necessary.

· Work closely with the Application Programmer to develop skills in development/support of Infor’s CPQ software and provide backup support.

Competencies:

· Customer Service Oriented

· Fundamental knowledge of hardware and networking systems

· Basic knowledge of remote access systems, such as Splashtop

· Excellent communication (both oral and written) and interpersonal skills; critical thinker

· Ability to troubleshoot software and hardware issues

· Organizational skills

· Ability to work with high volumeof requests

Education/Critical Experiences:

• Associate degree in Information Technology, Computer Science or related field strongly preferred.
• 1-2 years’ experience in troubleshooting IT and systems

Physical Environment and Environmental Factors

1. Regularly works in an office setting.

2. Frequently required to stand, sit, talk, and hear

3. Must be able to work in front of a computer for a large portion of the day

4. May occasionally lift up to 40lbs

Position compensation starts at $20/hour. Compensation will be commensurate with experience.

IDEX is and equal opportunity employer Minorities/Females/Protected Veterans/Disabled

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Rochester, NY 14623: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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