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Job Title: General Systems Support Assistant

Pay Type: Exempt

Salary Range: $55,000 to $65,000 based on experience.

Department: Information Technology

Reports To: Sr. Systems Support Analyst

Summary

The General Systems Support Assistant provides technical support to internal users by assisting with hardware and software setup, troubleshooting, and maintenance. Working under the guidance of the Sr. Systems Support Analyst, this role involves responding to IT support inquiries via various channels, assisting with onboarding and application installations, and helping resolve system issues. The role requires a mix of customer services, technical proficiency, and problem-solving skills, with opportunities to grow technical knowledge in areas such as cloud services, application support, and system operations.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Providing Internal employees with IT support via desktop solutions, chat functions, emails, and calls.
• Hardware setup, inventory, and troubleshooting.
• Assisting clients with account setup, application installations and onboarding.
• Enhancing application functionality based on client support requests.
• Following up on technical queries and providing prompt feedback.
• Prioritizing Client queries and escalating serious technical issues.
• Documenting error reports and monitoring performance metrics.
• Other duties as assigned.

Critical Success Factors

To perform the job successfully, an individual should demonstrate the following competencies:

• Dependability - Follows instructions and responds well to direction; Takes ownership of tasks and follow through on commitments; Manages time effectively to meet deadlines or communicates proactively when adjustments are needed; Shows flexibility and is willing to support occasional evening, weekend, or travel needs as required.

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Time Management & Task Coordination – Effectively manages time in a fast-paced support environment by prioritizing multiple incoming requests, meeting response and resolution targets, and ensuring timely follow-up on outstanding issues. Escalates complex or high-impact issues to the appropriate teams or leadership as needed.
• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Communication – Clearly and effectively communicates with team members, management, and end users through written, verbal, and visual formats; Able to interpret and relay technical information in a way that is easy to understand, ask clarifying questions when needed, and ensure a mutual understanding.
• Teachable – Works closely with Team Lead to learn all the required skills and duties. Takes constructive criticism, learns from their mistakes, and becomes job proficient.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Requirements

• College degree or commensurate professional experience
• 1-3 years of recent experience in a commensurate role
• Experience with support services tools (i.e. Jira Service Desk, Zendesk, ServiceNow) and processes including triage, prioritizing, and analyzing inbound service requests for data operations, system configuration, and defect resolution.
• Experience with applications, API, and systems hosted in Microsoft IIS
• Prefer experience supporting Azure Cloud and related services such as app service/function, message queues, virtual machines, pipelines, and releases.
• Prefer experience supporting e-commerce industry domains such as shopping carts, order processing, and payments.
• Prefer experience supporting warehouse management systems (WMS).