IT Support Specialist (Technology Support Specialist)

Overview

Aspen System provides an ERP software solution called Canopy for the Food Industry which consists of Distributors and Processors of any type of food product. (We have a heavy concentration in the Meat Industry)

As a Technology Solutions Specialist, you will set up, configure, and provide technical support to our customers for all hardware equipment that interfaces with Canopy. This primarily will entail Windows Servers, Terminal Stations, Windows PCs, Barcode Printers, Scales, Relays, Sensors, Handheld Scanners, and Fix Mount Scanners. Additionally, you will assist in the design, configuration, and installation of Automated In-Motion conveyor systems to interface with Canopy which consists of scanning, weighing, labeling, and rescanning food products for Canopy's Inventory system.

This is a position that provides after-hours support for customers, and there is always a specialist scheduled after hours to help resolve server and Canopy equipment issues (this is a rotating schedule).

In addition to supporting our customers, a Technology Solution Specialist will assist in supporting Aspen Systems' employees with their hardware and software needs. You will set up, configure, and provide support for Windows Servers, Windows PCs, Thin Clients, Printers, Monitors, Phone Systems, Networking Equipment, assist with Domain administration, and other IT-related activities.

Technology Solutions Specialists are in the Technology Solutions Department and report to the Technology Solutions Manager, who reports to the Director of Solutions.

Responsibilities in this Role

• Setup and configuration of Servers with Windows Server.

o SQL Servers

o Remote Desktop Servers

o Domain Servers

o Other Canopy Related Servers

• Installation of all modules of Canopy.

• Troubleshooting of the hardware products that support Canopy, including:

o Servers

o Handheld Scanners

o Fix Mount Scanners

o Scale Systems

o PCs

o Thin Clients

o Barcode Printers

o Automated In-motion production lines

• Installation and support of third-party software packages, including, but not limited to barcode labeling software and backup software.

• Primary responsibility for an inbound support queue. Customers telephone or email problems, issues, questions, etc., with regard to Canopy and related hardware. Take ownership of an issue and see it through to a “closed” status via either telephone, email, or accessing the customer’s system and database.

• Customer interaction should include:

o Excellent communication skills.

o Service delivered with confidence and an easy temperament.

o Not allowing the animation or pressures of the client to affect a project.

o Professionalism through all levels of employees at the customer sites. (Owners, VP’s, Managers, Production Line, etc.)

• Participate in an on-call and rotating shift schedule.

• Purchasing Equipment to fulfill both Aspen’s needs and that of our customers.

• Support in-house equipment including users’ desktops/laptops, phone systems, networking equipment, and printers.

• Antivirus and Ransomware troubleshooting.

• Microsoft Terminal Services.

• Microsoft IIS installation and configuration.

• Microsoft VSS for data backup.

• Microsoft server data backup and restore.

• RDP and VPN client setup

• Requires up to 20% travel.

• Other duties as they are assigned.

Qualifications*

• 1+ years’ experience performing in a customer service role supporting end-user equipment.

• Experience with the installation, configuration, and support of Windows servers. Experience with configuration of virtual servers in Hyper-V or VMware.

• Experience with configuration and troubleshooting of wireless and wired networks.

• Experience with SQL Server a plus.

• Documentation and attention to detail are critical to assist others.

• Preference is given to any candidate with Food Industry experience.

• Bachelor’s degree in Business, CIS (or equivalent), or any relevant degree is a plus, but not required.

• Familiarity with the Microsoft Office Suite.

## Will train the right candidate ##

This position is located at Aspen’s headquarters in Phoenix, AZ (North Scottsdale)