This position will be primarily focused on providing higher- level technical support to employees, Management and Executive leadership. Additionally, the IT Support/Report Analyst will create reports, develop tools and processes to automate reports.
Supporting desktop/Laptop/iPads, supporting the printers and copiers, performing basic network troubleshooting and support, deploying software and patches as needed, and any other IT functions.
- Provide outstanding communication skills and technical support to employees during any interaction, focus on one-call resolution, and escalating to TIER 2 as required.
- Respond to program error messages by finding and correcting problems or terminating the program.
- Complete password reset requests for network and enterprise applications as requested.
- Complete basic network mapping and access control requests in accordance with SLAs.
- Provide desktop support for basic issues with PC’s, Windows, Mac, iOS and Microsoft Office. Remote into user machines as required while providing assistance and support.
- Takes calls from users, diagnose problems, and recommend and/or implement solutions.
- Collaborate and interface with others in the IT Department.
- Verify issue resolution on the customer’s behalf.
- Verify with the employee that the issue has been resolved and update the ticketing system.
- Power BI Report Writing: Create and develop Power BI reports and dashboards that provide actionable insights and visualization of data. Work closely with various departments to gather reporting requirements and translate them into effective visualizations. Utilize Power BI features, DAX expressions, and data modeling techniques to optimize report performance and accuracy. Conduct data analysis to identify trends, patterns, and opportunities for process improvement. Design and implement data-driven reports to support decision-making across the organization.
- SQL Experience: Possess strong SQL skills to query and manipulate data from various databases and data sources. Write complex SQL queries to retrieve, update, and maintain databases efficiently. Ensure data integrity and accuracy through rigorous testing and validation processes.
- Crystal Reports: Utilize Crystal Reports to design and develop custom reports for different business units. Work with stakeholders to understand reporting requirements and implement them in Crystal Reports effectively. Troubleshoot and debug Crystal Reports to address any issues or discrepancies.
- Adhere to company attendance standards
- Maintain strict confidentiality of company and personnel information
- Demonstrate a strong commitment to the mission and values of the organization
- Perform other duties as assigned
Qualifications & Experience:
- Proven experience in providing IT support and resolving technical issues.
- Strong expertise in Power BI report writing and data visualization.
- Proficiency in SQL, including query optimization and data manipulation.
- Hands-on experience in creating Crystal Reports
- Knowledge of data modeling and database design concepts.
- Excellent analytical and problem-solving skills.
- Effective communication and teamwork abilities.
- Detail-oriented with a commitment to delivering high-quality work.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Environmental Factors/Physical Demands:
Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer/employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping, and lifting, up to fifty (50) pounds