Application Support Technician

The Application Support Technician is responsible for aiding in the testing and the documentation for all applications related to the operations of the stores. This role will then be responsible for installing the software updates in the Rutter’s stores. This will be a combination of applications that can be installed remotely and applications that will have to be installed on site. The Application Support Technician will also be responsible for providing documentation and training to members of the Field Team on new features/changes and the installation process for those changes. This role will also aid in the troubleshooting and reporting issues to our various vendors.

Responsibilities

• Must be comfortable working in Linux & Windows environments.
• Troubleshoot software and application problems.
• Address customer support issues escalated from the Field Team/Help Desk, document resolution/release of vendor patches and share findings.
• Follow internal procedures which will include, but not limited to change management, incident management and problem escalation.
• Build and maintain an IT Operations documentation library for software implementation and IT test plans.
• Remote store support and troubleshooting of store applications.
• Position may require participation in an on-call rotation period. This on-call period includes nights, weekend and holidays. The rotation time could change based on business needs.
• Respond to phone calls emails and texts in a timely and professional way both during regular working hours and while on-call.
• Communicate repetitive and ongoing problems to the appropriate management personnel.
• Create documentation and installation guides for software upgrades of new and existing applications as they are developed and implemented.
• Take calls from Supervisors, Store Managers, and corporate associates regarding problems with store level systems and determine scope of problem.
• Install software updates and or hardware updates as they are developed and implemented, this will include visiting all Rutter’s store locations at times.

Preferred Education and Experience

• High school diploma/GED required.
• Associates degree in Information Technology or Computer Technology is preferred.
• Experience in retail is preferred.
• 2 years of experience in software installation.
• Experience in Quality Assurance, including writing UAT plans is preferred.
• Understanding of relationship between hardware, software, and peripherals required.
• Basic SQL experience.

EEO Statement

Rutter’s provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other protected status under Local, State or Federal Regulations.