Provide supervised systems helpdesk support to the Support Services Department, working directly with the Manager, Support Services and Customer Relations and Technical Support Specialist.
Field, coordinate, escalate, and track the incoming systems helpdesk requests, via email and telephone, and provide basic first level system support for repeatable requests in an efficient and professional manner.
For reported system errors that are not easily resolved via Level I assistance, examine current system functionality to ensure it aligns with documented requirements. For misalignments in documented requirements, submit a ticket and work with Development when necessary, to establish a fix.
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 and execute communications, including user guides and presentations, regarding new informatics systems features/enhancements
Assist department staff in a professional and efficient manner by creation of materials, e.g., presentations, conference materials, meeting agendas/minutes, etc.
AS in business or relevant degree required, or three years technical customer support experience, bachelor's degree preferred
Strong computer skills including a working knowledge of appropriate application programs required
Strong organizational skills
Strong communication skills
Ability to travel 10% of the time
Ability to work for long periods of time 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.