This individual will be vital by focusing on the ERP system and performing database analysis. They will be required to identify, plan, and implement the IT Framework by working directly with staff to identify business requirements. One must have sufficient detail and clarity for technical proposal development, scoping, implementation, and maintenance. This individual will also be expected to have outstanding customer service skills, communication skills, along with being a problem solver that pays attention to details.
First line IT internal support help desk for Mac Desktops, Mac Laptops, and Windows
Coordinates, diagnoses, and troubleshoots employee request
Provide phone, on-line, and on-site IT support
Ability to work closely with and provide support to end users for hardware, software, and network related problems for employees using network remote access
Classifies level of priority and nature of problems
Provides case status updates to management on infrastructure and security landscapes
Maintain and modify complex systems by designing and developing integrations
Develop, document, and create system design procedures, test procedures, and quality standards.
Implements standard operating procedures and customer service guidelines relating to IT support
Consult with management on system principles
Participate in knowledge sharing, mentoring, and Q&A.
Provide systems training, support and working with project teams in defining, planning, and implementing the Acumatica ERP solution.
Ensure Management understands impact analysis of any proposed changes
Must be internal and external, client-focused and work in conjunction with other professional services
Ensures problem ownership and end-user satisfaction
Manage the IT employee onboarding and offboarding processes
Perform other duties as assigned
2+ years of experience in ERP solutions
Remote desktop experience
Will support several worksite locations in Houston and Austin
Moderate to advance understanding of VOIP
Solid experience and knowledge of business enterprise workflow
Confidence in providing analysis and solution recommendations
Experience with project scoping, planning, requirements gathering, and end-to-end process mapping
Experience in utilizing well-defined and structured implementation processes and project management methodologies
Demonstrated analytical, problem-solving mindset
Demonstrate a strong focus on quality outcomes
Ability to handle multiple projects, with multiple contact points and the pressures of managing to required timelines
Excellent written and verbal communication skills
Meticulous attention to detail
Expert mastery of Microsoft Office and generally used business technology tools.
Demonstrate a commitment to continuous learning, display appropriate ethical knowledge and commitment and exhibit a sense of urgency and commitment to quality and the timely completion of duties.
Bachelor’s degree or higher or 6 years of relevant experience
A+ Certification required
Experience supporting Apple hardware and Windows
Experience with hardware replacement such as hard drives, memory, and keyboards
Experience with ERP systems, preferable Acumatica