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Helpdesk Support Technician

Keystone Cooperative, Inc.
Indianapolis, IN Full Time
POSTED ON 1/29/2025
AVAILABLE BEFORE 3/28/2025

Job Description

Position Overview: The IT Support Technician is responsible for the installation, maintenance, and support of a wide array of business systems and applications. This includes direct interaction with end-users and vendors for issue resolution, maintenance, and training. The role demands excellent communication skills to translate complex IT requirements into user-friendly solutions and to document all support activities. Experience in software, cybersecurity, IT operations, and project implementation is highly valued, along with a proactive approach to problem-solving and process enhancement.

Duties and Responsibilities:

Include but are not limited to:

  • Support existing application functionality, own the resolution of Level 2 issues.
  • Coordinate and execute system installations, updates, and maintenance activities.
  • Coordinate and execute end-user training activities in collaboration with business analyst and/or project teams.
  • Analyze and review enhancements for compatibility, adhere to operating guidelines and perform integration testing.
  • Provide high quality written documentation of artifacts, including technical requirements, diagrams, flow charts, and presentations.
  • Prepare and present status reports, ad hoc reports, records and training material to customers and staff.
  • Collaborate with IT and Project teams to create test plans, analyze test cases, identify issues, and escalate them to appropriate teams.
  • Manage allocation and implementation of tasks and assistance for project plan development.
  • May organize and conduct conference calls and prepare document based on status meetings.
  • Provide on-call Level 2 application support as directed by the supervisor. May require after business-hours availability or remote site availability (travel).
  • Stay current on new and emerging technologies and recommend opportunities to improve business processes.
  • Frequently work directly with strategic business units to coordinate project activities and present project status reports.
  • Perform other duties as assigned.

Skills and Qualifications:

  • Proven experience working on cross functional teams (engineers, specialists, analysts, and business end users).
  • Familiar with various operating systems, (Windows, iSeries), databases and standards (SQL, XML).
  • Knowledge in using cloud technologies.
  • Problem-solving aptitude with a “can do” attitude.
  • Possess excellent time management and project execution skills.

Education and Experience:

  • 2 – 5 years proven experience as Application Analyst, Application Engineer, Technical Specialist, Application Developer, IT Administrator, or other technical application/software support role, in a mid-to-large size corporate environment.

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