Associate Software Developer (Mentor, OH, US, 44060)
About The Position
At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. Position Summary The Associate Software Developer is generally-skilled in all areas of front-line IT customer support. Provides first level support to STERIS employees for end user problems and requests as relates to the Pro WFM time and attendance software. Provides remote computer support to USA and Global facility and home based users. Uses problem recognition, research, isolation and resolution steps to diagnose hardware, software and Pro WFM application problems. Performs wireless device support. Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail. Assists with training customers on web and mobile versions of Pro WFM. Escalates problems to appropriate I.T. resources when needed. Provides wireless device configuration and administration. Configures and maintains physical clocks. Submits support tickets with UKG for problem resolution and questions that STERIS IT is unable to answer. Creates and maintains standard operating procedures and knowledge base articles. Configures the Pro WFM application per guidance from the user community. Maintains schedules and assists in training users to perform this maintenance.
Requirements
- High School Diploma or GED/Vocational/Technical Degree Preferred
- At least one year of experience in an IT technical support position.
- Telephone etiquette with professional verbal and written communication skills
- Professionalism and cooperation when working with Customers, team members and management is essential.
- Listening and questioning skills
- Self-starter who adapts readily to changes in workload, staffing and scheduling
- Able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
- Able to multi-task and seek out the appropriate resources independently to resolve issues.
- Account Management/Passwords
- Software: Windows Operating System, current and prior versions. Including entire Microsoft Office Suite
- Hardware: Computers, laptops, tablets and desktops
- Wireless - smart devices
Responsibilities
- Provide first level support to STERIS employees.
- Provides digital and phone support for end user problems and requests.
- Diagnose hardware, software and Pro WFM application problems.
- Uses appropriate problem recognition, research, isolation and resolution steps.
- Perform wireless device troubleshooting.
- Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
- Provides support for facility, remote facility and home based users.
- Provides support for USA and other global facilities.
- Monitors and responds to ticketing system assignments.
- Assists with training customers on Pro WFM web and mobile applications.
- Escalates when needed; notifying appropriate I.T. resource.
- User setup for Pro WFM accounts.
- Configures and deploys mobile devices and performs wireless administration.
- Creates and maintains standard operating procedures and knowledge base articles.
- Updates Pro WFM configurations and maintains rules and schedules.
Benefits
- Competitive Pay
- Extensive Paid Time Off and (9) added Holidays.
- Excellent healthcare, dental, and vision benefits
- 401(k) with a company match
- Long/Short term disability coverage
- Parental Leave
- Additional add-on benefits/discounts for programs such as Pet Insurance
- Continued training and educations programs
- Excellent opportunities for advancement in a stable long-term career
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Miscellaneous Manufacturing
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
