NJ - Technical Support Analyst

Category IT & Software Development Job Location Willingboro, NJ, US Position Type Full-Time/Regular JOB SUMMARY: The goal of the IT Support Team is to provide 24-hour email and phone support coverage, along with onsite support between 6:00 AM and 9:00 PM. Candidate’s primary responsibility is to support Radwell’s end users and ensure smooth day-to-day operations. ESSENTIAL DUTIES AND RESPONSIBILITIES. Answer and resolve Help Desk calls in a timely and professional manner. Maintain accurate, timely logs of all calls and tasks, using the ticketing system Document user requests for feature changes or enhancements to existing systems Process the receiving, logging and deployment of IT assets, providing reports and updates to the asset log as needed Provide desk side installation and application support for users if needed. Provision and remove users in coordination with Human Resources department requests Train end-users in the use of Radwell business applications, Windows, and Microsoft Office Develop a working knowledge of Radwell International operational functions (such as; sales order processing, purchasing, inventory management, shipping, and accounting) and the related software interaction. Provide consistent, professional, and exceptional customer service to all end-users. Other tasks and duties as be assigned METRICS: IT Support metrics include, but are not limited to, SLA compliance, calls answered, support tasks completed, projects completed, and certifications attained (measured annually). Specific metrics and goals will be outlined in quarterly reviews. Productivity is expected to increase with knowledge and experience. SUPERVISORY RESPONSIBILITIES: Not applicable. This position has no direct reports. QUALIFICATIONS: Windows Client Operating Systems Windows PC Hardware Printer Configuration Microsoft Office Epicor Prophet 21 a plus KNOWLEDGE & SKILLS REQUIRED: Ability to multi-task Ability to work in a fast-paced environment Strong attention to detail Problem solving abilities and root cause identification Strong written and verbal communication skills Ability to work effectively with little or no supervision Excellent interpersonal and customer-service skills EDUCATION & EXPERIENCE: · High School Diploma or equivalent preferred · AS in Information Systems or Certificate from Technical School preferred CERTIFICATES, LICENSES, REGISTRATIONS: A+, Network+, Security+ a plus PHYSICAL DEMANDS: · Frequent reaching/working overhead, stooping, kneeling, crouching and/or crawling · Frequent walking. · Lifting requirements include occasional lifting of up to 25 pounds and frequent lifting of up to 10 pounds. BONUS/COMMISSION PLAN: N/A EMPLOYEE EVALUATION SUMMARY: w Mentor Program – In effect for the first four weeks of employment. Mentor will be responsible for general training and an introduction to policies and procedures. w Introductory Review -- Will be written at approximately 90 days after employment and will be used to determine whether employment will continue w Quarterly Reviews – Employee will be given a brief written quarterly review, primarily focused on quantitative performance and measurement of activity. w Annual Reviews – Quarterly reviews will factor in as a big part of this process along with attendance, job knowledge, overall performance and dependability. WORK SCHEDULE: This is an hourly position. The schedule for this position is an 8-hour shift between the hours of 6am and 9pm, Monday through Friday; with one hour for lunch. Occasionally, a Saturday shift may be required. Flexible availability is necessary. Travel between buildings and sites may be required. Employee is expected to report to work on time and adhere to accepted time-off policies. WORK ENVIRONMENT: The environment is an office setting. Dress attire is casual but professional in an office setting. Dress attire is casual but professional in an office and production setting. All employees are required to wear “Radwear” (shirt with company logo…