Gordon Food Service is looking to improve its IT support processes by ensuring incidents are accurately captured, communicated, and resolved in a timely manner, and by creating comprehensive knowledge documents to support the Help Desk and Customer Technology Support teams. The role aims to enhance system and process improvements through trend analysis and proactive problem-solving.
Requirements
- Proven analytical, critical thinking and troubleshooting skills are required
- Proficient in one or more program languages, operating systems and databases
Responsibilities
- Coordinates Business Day On-Call, ensuring coverage for business hours. Maintains the primary/secondary On-Call calendars for the IT Team
- Ensures incidents, problems and requests are resolved on a timely basis and information captured is complete and accurate
- Monitors tickets to identify potential incident and/or problem trends and opportunities for system/process improvements
- Leads the support process to review incidents and ensure preventive actions are identified, logged in JIRA and completion tracked
- Identifies and ensures creation of Knowledge Documents to support HelpDesk and Customer Technology Support
- Key areas of focus may also include software change management, coordination or performing upgrades, training, and documentation
- Participates in Situation Meetings to provide IT Team updates and provide coordination of customer communications and resolution activities
Other
- Bachelor's Degree in Computer Science, Information Technology or related field preferred
- One to three years previous software engineering experience preferred
- Must have good written and verbal communication skills as well as good organizational and problem-solving capabilities
- Must have the ability to multitask, prioritize and be able to work independently or within a team environment
- Hybrid schedule, 4 days in office in Wyoming, MI, with 1 day remote
