Johnstone Supply, Inc., the nation's largest HVACR distribution Cooperative, has a great regular full-time opportunity for an Application Support Specialist to join our Corporate team in Portland, OR.
This position is responsible for supporting the Corporate Office, Distribution Centers, and Member Branch employees by providing first level support for IT Support calls; providing application training where appropriate; performing user security administration and quality assurance functions for select systems.
Specific responsibilities include:
Johnstone Supply, Inc., the nation's largest HVACR distribution Cooperative, has a great regular full-time opportunity for an Application Support Specialist to join our Corporate team in Portland, OR.
This position is responsible for supporting the Corporate Office, Distribution Centers, and Member Branch employees by providing first level support for IT Support calls; providing application training where appropriate; performing user security administration and quality assurance functions for select systems.
Specific responsibilities include:
Support
1.Provides timely, professional, and high quality customer service to users by gathering information from the user, evaluating and prioritizing issues to determine which can be immediately resolved and which require escalation to appropriate IT team members.
2.Provides first level support for SXe, Data Warehouse, Johnstone web applications (JXI, JEN, Johnstonesupply.com), web conferencing, and Microsoft applications to internal users by answering questions, resolving/escalating issues, and providing training.
3.Provides second level support to external customers (Stores) on ordering issues, JEN, website, etc.
4.Maintains IT Support desk procedure documentation to ensure troubleshooting and system information is kept current.
Training
5.Provides training to new users on SXe, JEN, Data Warehouse, JI, 3T and Johnstone Web site.
6.Provide cross training to IT peers for applications and Quality Assurance testing.
Quality Assurance
7.Performs Quality Assurance testing on the Johnstone Web site, JEN and other Johnstone Corporate-supported systems.
8.Performs research and other IT projects as assigned; assists in development of new processes when appropriate.
Administration
9.Administers user security for SXe, , JEN, SCE and other applications
10.Serves as administrator for web conferencing account setup and support.
Technical Backup
11.Serves as backup to IT Technical Support Specialist by performing the following tasks when necessary: 1.Setting up and troubleshooting POP3 email accounts;
2.Coordinating software and hardware support calls, and phone-system support;
3.Communicating systems downtime to users;
The ideal candidate will have:
•High school diploma or GED and 6 months to a year of technical higher education preferred; 1-2 years experience in a customer service or related field; or equivalent combination of education and experience. Prior support desk and basic application troubleshooting experience helpful.
•Knowledge of business functions, operations, and principles.
•Working knowledge of PC applications such as MS Word, Excel, Visio, PowerPoint, Outlook, and Internet Explorer.
•Ability to provide quality, ongoing customer service.
•Ability to organize, prioritize and solve multiple issues simultaneously timely and efficiently.
•Ability to develop and use systems for organizing and keeping track of information.
•Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems.
•Ability to prioritize multiple tasks.
•Ability to communicate information across individuals, departments, and external parties (interface).
•Ability to demonstrate considerable tact and diplomacy in dealing with others.
•Ability to present information in both one-on-one and group situations.
•Ability to write status reports, processes, and procedures.
•Skill in technical writing for documentation purposes.
•Ability to gather information from others.
Working for the Johnstone Corporate and Distribution Center team has its rewards. We offer a competitive pay and benefits package, including:
•Paid Time Off
•Medical
•Dental
•Vision coverage
•401(k) plan
We also take pride in creating a positive work environment where we work hard and accomplishments are recognized. At Johnstone you'll work with dedicated people that not only know their stuff, but also know how to have a little fun now and then!
