Open Positions

Help Desk Technician

    • Job Tracking ID: 512951-585247
    • Job Location: Rochester, NY
    • Job Level: Mid Career (2+ years)
    • Job Type: Full-Time/Regular
    • Date Updated: July 31, 2017
    • Years of Experience: 2 - 5 Years
    • Starting Date: August 29, 2017
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Job Description:

Laserfiche Help Desk Technician

DEPARTMENT: Content Management Solutions

REPORTS TO: Operations Manager

CLASSIFICATION: Full Time Exempt

General Code is a leader in Content Management Solutions and Codification Services. Our highly trained staff determines optimal solutions and implementation, as well as provides support after installation. General Code offers challenging work in a diverse, flexible, supportive environment where an appropriate work-life balance is emphasized. The successful applicant for this position will demonstrate technical expertise, design sensibilities and a keen desire to have a meaningful impact in a values-based, team-oriented business environment.

GENERAL DESCRIPTION OF THE POSITION:

The primary responsibility of the Helpdesk Technician is to provide technical phone support to external clients of General Code’s Content Management application, Laserfiche. In addition to supporting customers by phone, this position may require occasional travel to install Laserfiche software, train end-users, and attend conferences and events.

The Helpdesk Technician interacts both proactively and reactively with internal and external customers to provide information and technical support in response to inquiries. This individual utilizes in-depth knowledge of company products and software programs, and works across teams to access information in order to resolve concerns, thus ensuring a high quality positive customer service experience.

The Helpdesk Technician receives the majority of inbound helpdesk calls, and triages them to the Senior Helpdesk Technician, as needed.

The Helpdesk Technician also works with the eImaging team to help convert customers’ scanned paper documents into indexed digital images.

ESSENTIAL RESPONSIBILITIES OR TASKS PERFORMED:

  • Answering questions and resolving problems for end users via phone or Internet connection; occasional on-site visits if/as required
  • Performing remote installation and configuration of Laserfiche software prior to our Trainer arriving onsite
  • Working with Laserfiche software developer to report and resolve customer issues/software bugs
  • Maintenance of customer accounts and disposition of software enhancement requests
  • Documentation both for troubleshooting and training purposes
  • Occasionally traveling to customer sites for installation and training of Laserfiche application
  • Working with eImaging partners to process indexing data for scanned images
  • Serving in a pre-sales role by assisting the Sales team with demos and/or needs assessments

Experience and Skills:

  • Extensive experience maintaining and troubleshooting Windows PCs
  • Understanding of Windows desktop OS and Server OS
  • Basic understanding of SQL (Structured Query Language)
  • Extensive knowledge of network systems
  • Experience with JavaScript and CSS, a plus
  • Degree in Computer Science or related area or equivalent experience, technical certifications a plus
  • Two years’ experience providing end-user phone and web support for desktop and/or server applications, or equivalent experience installing, upgrading, troubleshooting and repairing personal computers, servers and related applications in a network environment
  • Experience in an office or business environment, multitasking across departments
  • Strong verbal, written communication and presentation skills
  • Ability to understand client needs and requirements
  • Personal values that match our corporate values
  • Demonstrated ability to work collaboratively in a team environment
  • Demonstrated ability to manage multiple projects and tasks simultaneously
  • Organized thinking and excellent problem-solving skills with the ability to think "out of the box"
  • Ability to develop solutions for clients and to articulate those clearly, both verbally and in written form
  • Self-motivated and able to work independently
  • Ability to communicate effectively with users at all skill levels
  • Willingness for occasional travel

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and use hands/fingers to handle or feel. Employee will occasionally lift up to 30 lbs.

Benefits

Benefits include: Health, Dental, Vision, 401K, life insurance, vacation days, personal days and paid holidays.


General Code  |  781 Elmgrove Road Rochester, New York 14624
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