System Operation Staff

The Help Desk Support Technician ERP provides “first line” assistance and technical support to computer users that are experiencing technical, access, security, hardware, or software issues, for RFID or ERP System use. This position performs work independently both remotely and onsite; and performs related work as assigned. The successful candidate possesses patience, as well as excellent listening and communication skills; the ability to follow a management philosophy that is input oriented; values equity, problem solving and the development of partnerships; and desires to be part of an organization that values service, people, integrity, responsibility, innovation and teamwork.

Technician helpdesk

For RFID system:

• Support the operation of the RFID system during the trial and implementation phases.
• Receive, troubleshoot, and document issues arising in the field related to the RFID system.
• Execute daily operational activities, as required, to ensure data integrity and accuracy.
• Coordinate with relevant departments to ensure stable and continuous system operation.
• Provide on-site guidance to users when necessary.

For ERP system:

• Receive incoming support requests via e-mail, phone, verbal and in-person
• Research pending requests and consult with supervisors and/or team members based on expertise and/or responsibilities.
• Document operational activities and unsolved requests; and revisit or escalate to other staff as appropriate.
• Provides follow-up and updates to end-users with issue resolution status and information.
• Work with end users translating needs and wants into useable and accurate workflows and technology solutions.

Training for end-user

• Develop training materials and conduct training throughout ERP/RFID deployment and rollout for end-users.
• Maintain and regularly update user manual.

• Graduation from University in computer science, information technology, network security or management information science;
• Customer service/Help Desk experience;
• Equivalent education and experience.
• Experience as a Helpdesk or Support Technician in a multi-site environment.
• RFID experience is a plus, specifically in the manufacturing industry.
• Experience working with a diverse workforce.