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Help Desk (Software Support)

Fairmont, MN | Full Time
3 Days Ago

Job Description

Description

  

Job Title: Software Support  Specialist

Reports to: VP of Service

Department: Service

Location: 808 Timberlake Road,  Fairmont, MN 56031

Updated: January 2022

Position Summary: Primarily assists customers over the phone  to remotely diagnose software related problems and guide customers through the  resolution of problems. Installs,  modifies, and makes minor repairs to customer equipment, and provides  technical assistance and training to system users by performing the following  duties. Provides internal support for field technicians deployed to customer  facilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Exhibit and promote the following values:

o Curiosity Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization.

o Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization

o Passion for Service: An employee who is service-oriented displays a positive behavior and responds to customers using good business practices to meet their needs and expectations

o Dedicated Spirit: A dedicated employee is one who takes ownership for their role and the whole organization to ensure that goals are achieved.

· Provides phone support for Kahler customers primarily related to Kahler produced software. 

· Installs or assists service personnel in installation of software, hardware, and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.

· Responds to customer inquiries related to Kahler software.

· Refers major software problems to Group Leader or Service Coordinator Supervisor for remediation.

· Loads specified software packages, such as Kahler written software, operating systems and drivers onto customer computers.

· Enters commands and observes system functions to verify correct system operation.

· Responds to client inquiries concerning systems operation and diagnoses system software, hardware, and general operator problems over the phone.

· Instructs users in use of equipment, software, and manuals.

· Recommends or performs minor remedial actions to correct problems.

· Provide help desk, network services, or other information systems to customers or internal company groups. 

· Provide status updates and completion information to Group Leader or Supervisor via Salesforce data entry, voicemail, e-mail, or in-person communication.

· Uses good communication and decision making to assist customers in diagnosing and resolving issues associated with Kahler equipment.

· Accommodate in-house software testing by Software Engineering and provide a written report of problems or bugs encountered internally, or in the field.

· Completes ERP documentation before the end of each day as needed. Reports will reflect time worked and all supplies and materials used.

· This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor. 

Competencies: To perform the job successfully, an individual must demonstrate the following:

· DEPENDABILITY AND RELIABILITY: Performs all duties and assignments whether or not supervision is present.

· COMMUNICATION SKILLS: Expresses ideas, information, and instruction in a positive and effective manner.

· TEAMWORK and COOPERATION: Works cooperatively with coworkers and supervisor. Acts as an effective team member with other employees through cooperation.

· JUDGMENT: Makes reasonable and appropriate decisions.

· ADAPTABILITY: Readily and effectively adjusts to changing ideas and activities.

· ROLE MODELING: Acts as a good role model for other employees.

· CREATIVITY: Shows imagination and innovation in solving problems.

· ATTENDANCE: Reliably reports for work as scheduled, works OT when requested.

· SAFETY: Follows all safety rules and works in a safe manner.

· PRODUCTIVITY: Produces an acceptable amount of work, of sufficient quality in an appropriate amount of time.

Requirements

  

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Associate degree (A. A.) or equivalent from two-year college or technical school in computer programming, networking, electronics, comptia A or equivalent; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word, word processing software and Microsoft Excel spreadsheet software. Knowledge of operating systems, networking, and peripherals. Connect to other networks remotely. Helpful to understand PLC programming.

Reasoning Ability:

Must use logical decision-making process to understand and diagnose customer issues over the phone. May require innovative problem solving. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Language Ability:

Must communicate effectively with clients who may be under considerable stress. Must listen effectively to understand customer’s issues and effectively communicate solutions in a manner customers can understand and implement. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Certificates and Licenses:

Valid Drivers License

Travel:

Training or job site visits may be required with overnight stays. We estimate the travel to be around 10% of the time but may be greater due to projects. Travel may be by automobile and airplane. 

Company Overview

  • Website kahlerautomation.com
  • Headquarters FAIRMONT, MN
  • Size 50 - 100
  • Founded 1990
  • Type
  • CEO WAYNE KAHLER
  • Revenue $10M - $50M
  • Industry MFG Durable
  • About kahler automation corporation

Skills for Help Desk (Software Support)

The job skills required for Help Desk (Software Support) include Help Desk, Operating System, Networking, Installation, Communicates Effectively, Innovation etc. Having related job skills and expertise will give you an advantage when applying to be a Help Desk (Software Support). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Help Desk (Software Support). Select any job title you are interested in and start to search job requirements.

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Career Path for Help Desk (Software Support)

The following is the career advancement route for Help Desk (Software Support) positions, which can be used as a reference in future career path planning. As a Help Desk (Software Support), it can be promoted into senior positions as a Help Desk Support Specialist IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Help Desk (Software Support). You can explore the career advancement for a Help Desk (Software Support) below and select your interested title to get hiring information.