Systems Administrator/Help Desk Specialist

Location: Vista, CA
Department: Operations

Description

 

Essential Functions:

  • Serving as the first point of contact for employees seeking technical assistance over the phone or email
  • Provide technical assistance and support for incoming queries and issues related to computer and phone systems, software and hardware
  • Manage and coordinate urgent and complicated support issues
  • Develop a phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine root cause of issues and communicate appropriately to internal and external employees
  • Maintain on premise servers
  • Set up new employee computer, laptop, email, and other programs as needed
  • Train computer users
  • Maintain daily performance of computer systems
  • Profile server resource usage, and optimize and tweak as necessary
  • Install, modify, and backup computer hardware and software
  • Run diagnostic programs to resolve technical problems
  • Identify and suggest possible improvements of procedures based on best practices
  • Establish best practices through the entire technical support process
  • Data Analyst and Programming
  • Perform the Systems admin role for the ERP System (Cloud Suite Industrial)
  • Managing users and user roles for the ERP system.
  • Process confidential data and information according to guidelines.
  • Develop and generate reports and dashboards KPIs (Key Performance Indicators)
  • Troubleshooting the reporting database environment and reports.
  • Training end users on new reports and dashboards.
  • Perform customization of the ERP application software for forms and reports
  • Handle common database procedures such as upgrade, backup, recovery, migration, etc.
  • Keep abreast of new business intelligence technologies
  • Dedication to the company quality system and regulatory requirements
  •  Other responsibilities and projects as assigned by management

Skills/Qualifications:

  • Bachelor’s degree preferred in Computer Science, Information Technology or relevant field
  • 3+ years of help desk technician or IT experience preferred
  • Proven working experience in providing help desk support
  • Working knowledge of help desk software, phone systems, databases and remote control
  • At least 2 years of experience using Microsoft SQL Server Database
  • Ability to translate business requirements into non-technical, lay terms.
  • Experience with other relational databases, BI reporting and data discovery tools an asset
  • High-level experience in methodologies and processes for managing large scale databases
  • Ability to work with stakeholders to assess potential risks
  • Knowledge of Data Management
  • Entry level skills in programming and scripting language, preferably Sequel and .Net
  • Exceptional communication (verbal and written) and interpersonal skills
  • Must be detail-oriented with excellent analytical and problem-solving skills
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency with MS Word, PowerPoint and Excel
  • Positive attitude, honesty and a team player mentality
  • Ability to manage multiple tasks simultaneously
  • Willingness and eagerness to learn by taking on new responsibilities as deemed necessary by management




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