Information Technology Technician - Software Applications

Position : IT Technician Software Applications

Summary :

The role of the IT Technician is to install, monitor, maintain, and troubleshoot application issues and provide solutions as well as technical support to the users.

The candidate must ensure that the systems and software applications are dependable, secure, and meet all organizational requirements as they pertain to functionality, performance, security, and costs.

Roles and Responsibilities :

Business Software Installation and Configuration : Ensure software applications are professionally installed and configured to meet the company’s requirements.

When new software is installed ensure proper change management processes are deployed.

Recommend Software Updates : Review software updates, preferably in a sandbox environment, to test and to review new features and improvements, assess if there is a need for new hardware requirements, and put forth recommendation for the update.

Perform Software Updates : Schedule and perform software updates while minimizing company and employee disruptions.

Technical Support and Troubleshooting : Provide technical support to users for all software applications. Create, maintain and de-activate user accounts, as necessary.

Collect, manage and resolve (via accurately assessing priority) all reported technical issues through a ticketing system.

User Training and Documentation : Together with the SME s train users on the software application, create user manuals based on function and / or role and conduct training sessions.

Security Management : Implement, monitor, and respond to all security measures (including anti-virus software, password management, etc.

required to protect the integrity of the software as well as all sensitive information from any unauthorized access or breach.

Performance Monitoring : Performing routine audits of systems and software to ensure they are updated and functioning properly across all platforms (desktop computer, laptop, tablet, and / or smart phone) and operating systems (IOS, Android, etc.)

Customize and Integrate : Customize the software applications to meet the companies’ requirements, integrate seamlessly with other applications to increase efficiency and productivity.

License Management : Manage software licenses to ensure cost optimization and compliance with legal requirements.

Standard Operating Procedures : Documenting all policies and procedures relating to networks, and software installation, maintenance, and upgrade protocols, as well as all related support tasks.

Subcontracting IT Support : Negotiate, contract, and contact IT services to provide technical support for problems which cannot be resolved in-house and assist them in diagnosing and resolving the issue.

Core Competencies :

• Technical Proficiency : A good understanding of operating systems, networks, computer hardware, software architecture, development methodologies, and IT security
• Project Management : Skills in planning, scheduling, budgeting, and delivering applications within scope on time and in-budget.
• Business Objective Alignment : Ability to align with user expectations through Change Process Management and business objectives.
• Analytics and Performance Monitoring : Competence in monitoring application performance using analytics to drive improvements and cost efficiencies.
• Interpersonal skills : Effective communication and collaboration skills to work with IT teams, other departments, and project stakeholders.

Education and Experience :

A post secondary degree or certification in computer science or a related field is required. A combination of computer science training and experience may be considered equivalent.

A minimum of 5 years of experience in a related role is mandatory. A good knowledge of enterprise resource planning (ERP), preferably NetSuite, customer relations management (CRM), Computer Aided Design (CAD), preferably Autodesk Inventor, Building Information Management (BIM), preferably Comsense or Avaware, Adobe Illustrator is nice to have.

Must possess strong skills in SharePoint, Access, Excel, Word, and PowerPoint.