Application Support Specialist

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Position Summary

Provide application support to end-users across the business for computer hardware, software, other technology equipment, and business-related applications

Duties and Responsibilities:

• Identify and resolve technical issues with TMW .NET Operations, TMW back office, Totalmail, Visual Dispatch ,Rating, Settlements, Invoicing, File Maintenance,TMT Web, Moblie Mechanic App, track.heniff.com and other related systems.
• Assist end-users with any problems related to Trimble applications that occur after the user has been authenticated to the various applications.
• Identify and resolve technical issues using the guidelines and SLA’s established in the IT Operations Policy.
• Work with end-users and vendors to understand business and system requirements to complete technical projects.

• Work with Senior IT Project Manger to analyze, plan and develop requirements and standards in reference to TMW and TMT projects.
• Work with department heads to establish and implement training documents & materials for Heniff University for related applications.
• Create Zendesk knowledge base articles for IT and customer use; document configurations in ITGlue for IT staff and write self-help Zendesk articles for customers.
• Perform additional duties as required.
• Work with Senior IT Project Manger to complete application upgrades and end-user testing in the test & production envirorments.
• Work with 3rd party vendors such as Trimble to resolve complex issues in a timely manner

Job Requirements

Education and Experience:

• Bachelor’s degree in Information Technology or related field or equivalent work experience

• Experience using Microsoft Software including Office Suite , SQL Management Studio, SSRS, and Visual Studio, Trimble
• At least 1 to 2 years of experience as a Application Support Specialist

Preferred Qualifications:

•  MCP or similar certifications

Essential Qualifications:

• Strong problem solving and trouble shooting skills.
• Strong customer service orientation, ensuring needs and deadlines are met in a timely fashion.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Excellent verbal and written communication skills.
• Ability to prioritize, escalate, and complete work according to business needs and priority.
• Strong attention to detail.

• Ability to communicate complex concepts for a general audience.

• Ability to work independently.
• Demonstrated organizational and analytical skills.
• Ability to demonstrate a positive, proactive, and motivated attitude.
• Ability to adapt to change in a fast-paced organization.
• Ability to accept constructive criticism and customer feedback regarding their experience with software or IT services.

Language Skills

• Ability to read, write and speak English proficiently

Physical Demands:

• While performing the duties of this job, the employee is regularly required to talk or hear. 

• This position may be required to stand, walk, sit, use hands to feel; reach with hand and arms, and stoop, kneel or crouch as needed. 
• Specific vision requirements include the ability to see at close range, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to operate in a constant state of alertness and safe manner.

Work Environment: 

• The position typically operates in a standard office environment.
• This position routinely uses office equipment such as computers, phones, photocopiers, file cabinets, and fax machines.

Salary Range:

Disclaimer:  The salary range for this position is $64,000 to $96,000 annually. This range is based on market data and internal equity. The final offer will be determined by various factors, including the candidates experience, education, skills, qualifications, and geographic location.

At Heniff, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Heniff treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes and general treatment during employment, including on the basis of actual or perceived race, creed, color, religion, sex, age, sexual orientation, gender identity and/or expression, alienage or national origin, ancestry, citizenship status, marital status, veteran status, or disability.