Sr. Support Specialist
Santa Ana, CA

Job Description

Job Description

Job Description

JOB SCOPE/ SUMMARY:

Support information technology applications, systems and processes and perform scheduled operational tasks. Utilize the Technical Support Cisco phone system and log all tasks and requests into the Heat Support Desk Program Partner with other department personnel and management for call escalation and resolution. Working safely is part of our culture and is a condition of employment.

ESSENTIAL FUNCTIONS:

Diagnose and solve advanced printer problems and advanced computer system problems.

Install and setup personal computers, peripherals and software.

Provide support for the Technical Support Cisco phone system and log all tasks and requests into the Heat Technical Support application.

Participate in e-mail monitoring.

Perform user setup procedures on AS/400, Intranet, Network OS, SAP, and other applications.

Troubleshoot scanner gun and OOP computer problems.

Conduct research utilizing books, publications, CD ROMs, news groups, and the Internet.

Create and follow documentation for operational procedures.

Utilize appropriate customer service skills to troubleshoot issues over the telephone.

Daily follow-up on open customer issues.

JOB QUALIFICATIONS:

EXPERIENCE/EDUCATION/TRAINING:

Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to personal computers and networking components

Work experience involving network administration, user support, and/or personal computer technical work in a network environment is required

KNOWLEDGE/SKILLS/ABILITIES:

Knowledge of SAP

Knowledge of MS Office Suites and/or Software application related to job functions

Broad knowledge of Windows XP operating system, Lotus Notes, including operation and troubleshooting

Broad knowledge of personal computers and networking components including wireless

Knowledge of scanner guns, OOP and Adobe products.

Knowledge of Mac systems helpful

Established ability to follow documented operational procedures and organize, coordinate, and complete job orders

Ability to install and configure personal computer components, including hard drives, CD ROMs, scanners, video cards, and memory is required

Ability to install Windows operating systems, including software applications and printers is required

Ability to communicate with staff and other departmental representatives concerning job order needs or assignments

Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines

Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls

Ability to administer and troubleshoot Kiosk system

Ability to provide onsite and telephone support to customers, vendors, and employees

Ability to log all calls in the Heat Technical Support application

Ability to perform in-depth call triage and escalate calls appropriately

Ability to conduct research utilizing books, publications, CD ROMs, news groups, and the Internet

SPECIAL REQUIREMENTS:

Ability to work a flexible workweek, including nights, weekends, or extended hours in order to meet production schedule requirements or provide support when required

Ability to travel to remote locations for required training and onsite support

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Shift

Full or Part Time

Full time

BEHR (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

BEHR is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish

No visa sponsorship is available for this position, unless specified within the job description.