IT Support I

THE POSITION

We are looking for a Technical Support Specialist, who is a self-starter with application support experience for our growing, fast paced Information Technology department. This position is responsible for performing technical support for clients, conducting training on specified software(s) while providing resolution analysis on various technical issues.

THE DUTIES

• Create training documents and resources for system users
• Conduct training for software implementation for maintenance, startups, and upgrades
• Work with IT to develop testing scenarios, conduct system tests, identify discrepancies, properly troubleshoot solutions, and provide resolutions as needed
• Research, analyze and provide problem resolution to issues on such as orders, replenishment, allocations, file transfers and inventory.
• Proactively communicate with customers, employees and the management team to ensure necessary requirements are met
• Configure our various WMS systems to the requirements of our customers.
• Testing and configuring WMS development
• Carry out root cause analysis and corrective action on WMS issues
• Set-up new users, and assist in training of new team members and end-users.
• Working with the warehouse in order to support go-live initiatives
• Provide technical assistance/first line support for warehouse employees and customer service account managers enabling them to work efficient and correctly
• Professional communication and feedback when responding to support tickets from system users and upper management within Service Level Agreements
• Keep support requester updated daily on the progress of resolving their support ticket
• Works with vendors to get any identified product issues fixed
• Assists test team in successful testing of vendor provided patches/releases
• Prepares documentation, including SOP development / modification for assigned projects
• Support Specialist will also help maintain EDI functionalities. Will also help implement new EDI’s by taking part in the development of the messages, and by coordinating efforts between the involved parties.
• Addressing user and client reporting requests, and troubleshoot and fix day to day system related issues.
• Other Duties as assigned

According to the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA), employees must be able to perform the “essential job functions with or without a reasonable accommodation.

• Technical support Experience with Warehouse Management Systems/Order Management Systems
• Strong written and verbal communication skills
• Strong organization and time management skills
• Strong, analytical and problem-solving skills.
• Experience Working in a Windows/SQL environment
• Ability to work in a high stress and high paced environment while triaging and resolving support tickets
• Reporting experience (Business Objects/Crystal Reports)
• MSSQL Skills a plus
• Labeling (Bartender) experience a plus.

Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas and/or facilities.