Systems Specialist

Yaskawa Motoman Robotics Career•Miamisburg, OH

13h

About The Position

The function of a Systems Specialist is to ensure proper computer operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may require giving in-person, hands-on help at the desktop level. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriate resource / supervisor. Record, track, and document the help desk request. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Setup and configure computer hardware to company standards using documented procedures. Setup and configure mobile phones per company standards. Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users. Manage warranty fixes, including scheduling service, ordering parts and returning failed components. Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc. Perform Print Center duties as required. Accomplish project related work within specified timeframe. (Note: May account for up to 50% of this individual’s time.) To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Associate's degree (A. A.) or equivalent from two-year college or technical school; and three years experience in advanced usage of office applications including but not limited to word processing, spreadsheet, presentation, and graphics; or equivalent combination of education and experience.
Bilingual (English and Spanish)
Knowledge of basic computer hardware, including CPU, printers, storage devices, NICs, etc.
Experience with desktop operating systems, including current MS Windows, Mac and Linux.
Application experience with Microsoft Office Suite.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Responsibilities

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems.
Escalate problems (when required) to the appropriate resource / supervisor.
Record, track, and document the help desk request.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Setup and configure computer hardware to company standards using documented procedures.
Setup and configure mobile phones per company standards.
Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Develop help sheets and frequently asked questions lists for end users.
Manage warranty fixes, including scheduling service, ordering parts and returning failed components.
Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc.
Perform Print Center duties as required.
Accomplish project related work within specified timeframe.