This position will be responsible for supporting approximately 2000 users of a document management application. This application is deployed in multiple locations with both desktop and Microsoft Windows server components. The candidate will be responsible for troubleshooting user and server issues, end user questions, documentations and daily, weekly and monthly maintenance tasks. The candidate will be a member of a small team that supports this application which they will work closely with daily. In addition to the application duties, the candidate will need to periodically attend larger team and department meetings. The candidate also has the possibility of being involved in other application support.

ROLES & RESPONSIBILITIES
• Manage the Daily Incident folder for the department on a periodic schedule
• Daily handling of Incidents for the Document Management application
• Work with teammates and clients remotely to troubleshoot and resolve issues
• Perform application administrative tasks
• Perform Server and Desktop troubleshooting tasks to resolve issues
• Create/update troubleshooting documentation for use by other team members
• Perform Weekly/monthly maintenance tasks
• Provide updates to the Application Product Manager and Primary Support
• Monitor the application support Group Mailbox
• Provide updates for tasks performed for on-going projects
• Ability to follow detailed corporate policies and procedures

REQUIRED QUALIFICATIONS & EDUCATION REQUIREMENTS
• In depth knowledge of Windows applications troubleshooting techniques
• Ability to identify and resolve problems or develop alternative solutions in a timely manner
• Ability to accurately log incident tickets in Remedy ITSM software
• Proper and correct tracking of open incidents and recording resolutions in Remedy
• Able to multi-task, independently and as part of a team
• Excellent verbal and written communication skills
• Must work well in group situations, make good sound decisions, and accurately follow instructions
• Ability to take initiative and be a self-starter
• Experience with Microsoft Outlook and Office Suite with a focus on Excel

PREFERRED SKILLS
• Previous experience with a document management application or process
• MS Windows server support experience
• MS-Office Desktop experience