Essential Duties and Responsibilities This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Perform application configuration, monitoring, and administration on Accounting, Customer Relationship Management (CRM), and other Database and Enterprise level applications.Create a strategy to expand, organize, train, and support SharePoint that will allow the tool to be a central knowledge hub and resource for Fox World Travel.Utilize our remote monitoring technologies to ensure key servers and processes are being followed and effective alerts are in place in the case of failure.Respond to customer support request tickets, calls and emails as needed including but not limited to: Update help desk service ticket work notes,Prioritize work to resolve complex support customer issues,Collaborate with other team members and vendor support resources to resolve requests,Provide updates, status, and completion information. Work with internal business units to ensure any newly requested software meets their functional requirements.Track and report on all physical and cloud based software and accounts used by internal associates.Build, monitor, and maintain all database servers running MSSQL and MySQL.Build and maintain Microsoft Flows and Power Apps for business units.Manage the user-centric cloud based applications, their deployment, and advise on their function..Participate in team rotation of on-call, after-hours support..Ensure timely communication of maintenance requirements and effects on system availability.Ensure users/customers are provided professional, courteous, and timely support and service. Maintain confidentiality with regard to the information being processed, stored or accessed as part of daily work assignments/requests. Maintain a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect.Enhance the organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.Update knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.Drive standards and best practices whenever possible and effectively foster a culture of engagement.Recommend new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.Other duties, projects and alternate assignments as determined by business need. Knowledge, Skills, Abilities& Competencies 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, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge, Skills and/or Abilities Bachelor/Associates Degree or related IT certifications plus 5+ years demonstrated experience in an IT administrative role.Familiarity with CRM and ERP systems; preference with specific knowledge of Salesforce, GlobalWare or ClientBase systems.Knowledge of current database technologies including MSSQL and MySQL.Knowledge of Microsoft SharePoint including experience with development and administration.Knowledge of Microsoft Flow and Power Apps.Solid oral and written communication skills to effectively provide technical material and concepts to both laymen and technical audiences.General understanding of LAN and WAN technologies, and how they are monitored.Proven ability to effectively troubleshoot and provide supportProven ability to provide exceptional customer serviceSelf-motivated; demonstrate initiative with a strong commitment to personal goals, objectives and work ethicAbility to learn and research new technologies quicklyAbility to make decisions and judgments while analyzing, evaluating, and problem solving technical mattersAbility to work flexible hours within and outside of scheduled shift (weekdays, 7 am- 5:30 pm CST); participation in on-call, after hours support rotation required.Possess effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptlyMust possess a valid driver's license and be able to travel to any branch location to meet technological needs Key Competencies Customer-focused and service-orientedCommunication proficiency- verbal and written; appropriate use of grammarOrganizational and planning skillsInformation gathering and monitoring skillsProblem analysis and problems solving skillsSound judgment and decision-making abilityAttention to detail and accuracyFlexibility; ability to work efficiently and effectively with frequent interruptions Physical Demands The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: The phrases"occasionally,""regularly," and"frequently" correspond to the following definitions: "Occasionally" means up to 1/3 of working time,"regularly" means between 1/3 and 2/3 of working time, and"frequently" means 2/3 and more working time. While performing the duties and responsibilities of this position, the associate is regularly required to stand, walk, sit, climb, reach above shoulders, bend, maneuver within various office/desk settings, and move from place to place. The incumbent is frequently required to talk and listen and use hands to finger manipulate or handle. Specific vision requirements for this position include close vision and the ability to adjust focus. The incumbent will occasionally be required to lift up to 25 pounds; infrequently up to 50 pounds short distances. The associate will be responsible to relocate equipment regularly including up and down stairs Work Environment The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. The incumbent works in an office environment where the noise level is low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional business travel, overnight stay may be required for installation and to visit Fox World Travel locations.
Associated topics: front desk, information technology analyst, network, support, support analyst, support specialist, technical support specialist, technician i, technician ii, technician iii