Technology Support Specialist

Job Title: Technology Support Specialist  (2014)
Reports to: Executive Vice President
FLSA Status: Non-exempt
Position Summary:
The Technology Support Specialist is responsible for identifying and resolving technical software problems with various software installations as well as installing software, training employees, testing new software releases, providing software demonstrations, and assisting with business development. This position will concentrate on, but is not limited to, the Monarch Enterprise Management software system and the attached components. This position is responsible for installing and maintaining software on servers and workstations. The Technology Support Specialist is proficient in software including (but not limited to) EFI Monarch Foundation, Planner, Printflow, Printersite Internal, Autocount, Online Print Solutions, Microsoft Office, Microsoft Sharepoint, Mail System Software, Crystal Reports, Salesforce.com, Kantech Security, Process Shipper and Backup Software. Accountable for performing job responsibilities safely.  
Position Responsibilities:

  • Trains new employees how utilize company software
  • Assists employees with technical software issues
  • Works with vendors to resolve technical issues
  • Setups and edits security permissions for employees with Kantech Security System
  • Setups and edits security permissions for ADT access
  • Trains and assists employees with the use of the Mitel phone system
  • Trains and assists employees with the use of all copiers and printers
  • Assists in Printflow configurations with Monarch, AutoCount and Plant Manager
  • Assists in Metrix configurations and technical support
  • Assists in Outlook, ICloud and Linkpoint configurations and technical support
  • Performs Microsoft Office installation and setup for all PCs.
  • Provides assistance with Audio/Visual needs to employees for presentation purposes
  • Writes reports utilizing reporting software (Crystal Reports) and presenting in a user specified format
  • Identifies the causes of hardware, software and networking problems, using diagnostic testing software
  • Installs, analyzes, tests, troubleshoots, supports and evaluates new software systems or components ensuring integration with existing network systems operate within specified company requirements
  • Performs software maintenance to ensure users can operate correctly with minimal interruption.
  • Performs routine maintenance or standard repairs to software and database installs
  • Tests computer software or hardware before deployment or in support situations
  • Troubleshoots hardware, software and network or connectivity problems for users or user groups
  • Analyzes and reports software security breaches or attempted breaches
  • Creates or revises user instructions, procedures, or manuals on existing and new company software
  • Creates or updates technical documentation for network installations or changes to existing installations
  • Documents help desk requests and resolutions through Spiceworks
  • Maintains logs of software changes through Spiceworks
  • Monitors industry websites or publications for information about patches, releases, viruses, or potential problem identification
  • Provides support related to hardware, software and networking or connectivity issues
  • Researches hardware or software products to meet the needs of the company
  • Tests repaired items to ensure proper operation
  • Trains users in procedures related to network applications software or related systems
  • Evaluates system potential by testing compatibility of new programs with existing programs
  • Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action
  • Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications
  • Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs
  • Maximizes use of hardware and software by training users; interpreting instructions; answering questions
  • Prepares reference for users by writing operating instructions that are specific to the Graphic installation
  • Maintains client confidence and protects operations by keeping information confidential
  • Supports company initiative related to quality, safety, efficiency, and ISO compliance
  • Works overtime as required
  • Observes established safe working and housekeeping procedures; promptly corrects hazardous situations
  • Follows all standard operating procedures, work instructions, and ISO requirements
  • Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

Position Qualifications:
Experience, Licenses, Certifications

  • 4 year degree (BS in computer Science or equivalent), along with 3 years of professional experience in related position
  • Experience in the printing industry preferred     

Skills, Knowledge and Abilities

  • Higher level math proficiency
  • Highly proficient  using the internet,  Microsoft programs (Word, Excel, Outlook, PowerPoint), and management information systems (MIS)
  • Proficient in the use of office equipment: computer, 10- key adding machine, printers, copiers, facsimile machine, and telephone system
  • Advanced knowledge in Process Improvement, Software Maintenance, Software Testing, Load Balancing and Scalability, Vendor Relationships, Software Performance Tuning, Database Performance Tuning.
  • Working knowledge of Monarch modules
  • Sound printing knowledge
  • Exceptional interpersonal skills and a positive attitude
  • Possess technical knowledge of computers and software applications
  • Extreme accuracy and attention to detail
  • Effective time management skills
  • Excellent oral and written communication skills, both direct and diplomatic
  • Exceptional customer service, and interpersonal skills
  • Effective problem-solving and influencing skills
  • Strong organizational, self-motivation, and decision-making skills
  • Solid leadership and project management skills
  • Ability to manage multiple priorities in a fast-paced environment
  • Ability to work independently and collaboratively, as needed
  • Ability to work outside regular business hours to meet business need
  • Ability to develop strong relationships and work with all levels of employees

Key Competencies:

  • Performance leadership
  • Interpersonal influence
  • Service orientation
  • Integrity
  • Team relationships
  • Problem solving
  • Sourcing and sharing information or assistance

Essential Physical Functions:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activity

  • Carrying
  • Writing
  • Bending
  • Stooping
  • Grasping
  • Standing
  • Twisting
  • Sitting
  • Lifting
  • Walking
  • Walking to various buildings on business campus
  • Filing documents         
  • Using computers, telephones, mobile devices, printers, copiers, fax machine keyboard  and 10- key adding machine
  • Communicating with internal and external stakeholders
  • Operating a motor vehicle
  • Physical Requirements    
  • Push, pull, lift or carry up to as much as 30 pounds occasionally
  • Must be able to sit for long periods of time
  • Visual/Audible Acuity Requirements
  • Must be able to read and distinguish small print
  • Must have depth perception and be able to distinguish basic colors
  • Must be able to distinguish normal sounds with some background noise
  • Must be able to speak clearly and make self understood while also understanding others using the English language

Work Environment

  • Generally works in an office setting
  • Occasionally works near moving equipment
  • Noise level in the manufacturing area is moderately loud
  • May be advised or required to utilize personal protective equipment including, but not limited to: ear protection, eye protection, lifting equipment

The company values flexibility and the willingness to take on new challenges.  As opportunities arise and work responsibilities change, your job description will be adjusted to meet the organization’s needs.

Published on Tuesday, October 6, 2015 (updated 10/06/2015)