Provide systems helpdesk support to the Support Services Department, PRI staff, auditors and customers in an effective and professional manner.
Coordinate, respond to, escalate and track system enhancement requests and the complex level 2 systems support helpdesk requests from customers that level 1 support is not equipped to handle, in an efficient and professional manner
Minimum 1-2 years demonstrating competencies of Technical Support Coordinator and including but not limited to:
Provide training and mentoring to Technical Support Coordinator as needed.
Oversee the preparation, routing and execution of communications regarding new Informatics systems features/enhancements
Work with Industry Managed Program Coordinators in producing reports and analyzing data requests from PRI Staff and customers
Develop new-user training for Informatics stakeholders
Enter, update and track system incidents/requests using JIRA ticket and project management system. Assist with prioritizing incidents and requests and maintain a sense of urgency for resolution within SLA (4 hours)
Review data for ticket fixes to ensure the data update was performed accurately. Communicate data updates to the appropriate end user
Utilize and manipulate in-application SQL statements to execute database updates
Prepare user guides, FAQs, presentations, and other assigned projects in a timely and accurate manner
BS in business or information systems degree or related field, will accept an AS with at least 2 years' relevant work experience.
Excellent computer skills including a working knowledge of appropriate application programs required.
Technical customer support experience, demonstrated.
Excellent organizational skills.
Excellent communication skills.
Ability to travel up to 10% of the time.
Ability to work for long periods at a computer/desk.
The Performance Review Institute (PRI) is a global provider of customer focused solutions designed to improve process and product quality by adding value, reducing total cost and promoting collaboration among stakeholders in industries where safety and quality are shared goals. A not-for-profit organization, it exists to advance the interests of the mobility and related industries through development of performance standards and administration of quality assurance, accreditation, and certification programs as well as related activities for the benefit of industry, government, and the general public.