Application Support - Irvine, CA

Are you able to diagnose and solve complex questions and problems related to application software?  Can you interpret, analyze, diagnose,  and resolve Level 3 IT issues related to hardware and software? Do you have SQL experience and can write advanced queries?  

Responsibilities:  Will provide assistance to internal customers related to various Company system issues by clearly communicating technical solutions in a user friendly and professional manner.

  • Diagnoses and solves immediate complex questions and problems related to application software.
  • Interprets, analyzes, diagnoses, documents, and resolves Level 3 IT issues related to internally supported hardware and software.
  • Provides advanced troubleshooting assistance  through the use of remote controls tools.
  • Enters appropriate data into CRM Helpdesk Ticketing system.
  • Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.
  • Creates advanced queries and runs pre-written stored procedures in SQL Server 2008.
  • Performs advanced administrative and security tasks for a variety of applications and software, including MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.
  • Provides outstanding customer service and responsiveness to all end-users across all locations.
  • Guides users through step-by-step solutions and/or with operating IT equipment.
  • Provides technical assistance and training, and recommends remedial actions, as needed.
  • Escalates complex issues to different IT Teams, as necessary.
  • Acts as a resource to other team members in resolution of technical issues.
  • Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded.
  • Creates, assigns, and reopens tickets to appropriate IT Technical Support office.
  • Follows-up on open & unresolved tickets, software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.
  • Establishes and maintains strong working relationships with various Company departments and team members.

Education and Experience:

  • AA Degree or Bachelor’s degree (Formal education in IT a plus)
  • 2+ years of experience in Applications or IT Help Desk Support in an enterprise environment
  • Experience with SQL Server writing queries
  • Previous experience supporting enterprise applications
  • Must be able to critically think to solve unorthodox problems
  • Excellent communication and customer service skills
  • Self-motivated and able to think on your feet
  • PowerShell, Bash, etc. a plus
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