Gordon Food Service is looking to solve the problem of providing effective second-level customer support for IT Teams, ensuring incidents are accurately captured, communicated, and resolved in a timely manner.
Requirements
- Proficient in one or more program languages, operating systems and databases
- Proven analytical, critical thinking and troubleshooting skills are required
- Experience with JIRA
- Software change management knowledge
- Coordination or performing upgrades experience
- Training and documentation experience
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
- Participates in Situation Meetings to provide IT Team updates and provide coordination of customer communications and resolution activities
- Maintains Team Score Card, Team Profile documents
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
