Help Desk Technician

GENERAL SUMMARY: The Help Desk Support Technician ERP provides “first line” assistance and technical support to computer users that are experiencing technical, access, security, hardware, or software issues, for ERP System use. Requests may be in the form of in person, telephone, e-mail, or trouble tickets.  This position performs work independently both remotely and onsite; and performs related work as assigned.  This valuable team member will be an integral part of supporting efforts to become a high-performance, data-driven, and outcome-focused organization with the ultimate goal of creating a community of belonging and organization of choice, through planning, partnerships, and people. The individual should have strong emotional intelligence and a continuous improvement mindset which will add value to our organization and community people, integrity, responsibility, innovation and teamwork.  

DISTINGUISHING FEATURES OF THE CLASS: Work in this class involves application of knowledge used for solving, educating, guiding, and troubleshooting computer systems, software applications, for ERP related products and services. Supervision and assignments are received through oral and written instructions from the Lead Applications/Network Analyst.  

JOB DUTIES:

• Receive incoming support requests via e-mail, phone, Freshservice trouble ticketing, verbal and in-person  
• Resolve support requests for ERP-related problems in real time using remote troubleshooting and pertinent questions.  
• Research difficult requests and consults with supervisors and/or team members based on expertise and/or responsibilities.  
• Document operational activities and unsolved requests; and revisit or escalate to other staff as appropriate. 
• Provides follow-up and updates to end-users with issue resolution status and information; technical support for software maintenance or use; and recommendations to others about computer hardware. 
• Install computer hardware and software. 
• Teach and train others to use computer equipment or hardware; and in computer interface or software use such as Time and Attendance, cashiering or other related peripherals. 
• Test and modify computer hardware and software programs to improve performance. 
• Collaborate with others to determine best course of action solving issues 
• Triage feedback or suggestions to the appropriate internal team member. 
• Identify and suggest possibilities, improvements and procedures. 
• Respond to questions and service requests in the amount of time expected.  
• Provide support to HRIS, Payroll and employees including troubleshooting, analyzing, identifying, and correcting technical problems and deficiencies. 
• Cross trained and backup for our ERP Systems Analyst for the Finance, Budget and Utility billing modules. 
• Perform other duties as assigned. 

KNOWLEDGE, SKILLS AND ABILITIES 

• Computers and Electronics- Knowledge in troubleshooting and support of Windows desktops, Microsoft 365, Microsoft Office Suite of Tools, SharePoint, Exchange, Active Directory, mobile technologies for smart phones and tablets, especially in a call center environment   
• Knowledge of ERP systems, with experience with the following modules; Finance, Budget, Utility Billing, HRIS, Payroll and Time and Attendance. 
• Ability to work with end users translating needs and wants into useable and accurate workflows and technology solutions. 
• Strong written and verbal communication skills, including the ability to train end users. 
• Familiarity with concepts and implementation of network security and compliance for all users and processes with an understanding and adherence to required security practices and policies. 
• Attention to detail and accuracy. 
• Customer service and teamwork skills – responding to others. 
• Ability to work effectively with a decreasing amount of assistance from others as increased technical skills are acquired. 
• Problem solving - Ability to break a problem down and step through it logically determining the best solution based on the issue and problem details. 

Minimum Qualifications: 

• Graduation from an accredited two-year college or technical school in computer science, information technology, network security or management information science; and 
• Customer service/Help Desk experience; or 
• Equivalent education and experience. 

Preferred Qualifications: 

• Experience as a Helpdesk or Support Technician in a multi-site environment. 
• ERP experience, specifically with HRIS, Payroll and time and attendance software. 
• Experience working with a diverse workforce. 
• Bachelor’s degree in computer or technology-related field.  

RESIDENCY REQUIREMENT: Employee shall establish their principal place of residence within fifty (50) miles of the corporate limits of the city of Dubuque as soon as practicable after appointment, but within two years of appointment. 

SUPERVISORY STATUS: None

FLSA STATUS: Non-exempt