Technical Support Specialist

Provide system administration and analysis of Windows applications, Data Download System (DDS) and Act! Contact Management software. Administer software and coordinate hardware support for Business Development personal computer systems. Coordinate and provide telephone Help Desk Support to 21 field personnel. Develop and test enhancements to proprietary software. Provide customer support for department ftp site. Perform Access queries on TourBook database information.   Relationship     This position reports to the Operations Manager of Business Development, working independently. Assists all units within the Business Development department. Interacts with other technical support and user groups, both within and outside the organization.   Duties and Responsibilities   1. Provides technical support of the Data Download System (DDS), Act! Contact Management software; assists in project implementation, recommends system enhancements for efficiency, accuracy and completeness of data; provides telephone Help Desk Support to field staff; provides technical support to clients on use of department FTP site (EADS). (30%).   2. Performs system administration, analysis, and support of all Windows applications, DDS and ACT!. Monitors and tracks system performance and identifies and repairs system errors as required. Maintains system hardware and software to enable completion of daily tasks and production schedule requirements. Assists in prioritization of TourBook database bugs/change requests and tracks through to completion (15%).   3. Supports database users with connection problems and problem solving. Works closely with Publishing Systems group in implementing technical changes that affect the functionality. (15%).    4. Performs installation, support and maintenance on in-house and field staff personal computers, including desktops and laptops. Ensures data connections of PC workstations to the network. Provides training to users on general PC use, Windows software applications, Data Download System (DDS), ACT!, and other departmental applications. (10%).   5. Serves as primary contact with Purchasing, Information Systems, and Telecommunications for equipment purchases, hardware and software installation, including data lines and setup of department staff with network ID and voice requirements. Provides support to those groups when needed (10%).   6. Provides customer support of department’s advertising related programs on AAA.com. (5%)   7. Creates and performs Access queries of TourBook database information (5%).   8. Creates software documentation, training and user manuals for related department hardware and software programs (5%).   9. Maintains departmental printers; coordinates all printer output and ensures quality control of documents. Evaluates and coordinates network, hardware and software needs of office staff and field personnel and reports to management. Assists in budget preparation related to computer hardware and software, fax and copy machines, telecommunications and maintenance and tracks variances of same (5%).   10.  Assists with special projects as requested.   11.  Performs related duties as required.   Requirements     Minimum three to five years experience in software troubleshooting; some hardware troubleshooting knowledge helpful; strong skills in Microsoft Access, Excel, Word and PowerPoint. Experience with contact manager software, ACT! preferred.     One to three years experience as a Help Desk support technician in a Windows environment. Ability to learn and support proprietary software systems.      Working knowledge of basic networking and remote network access tools. A+ and Net+ certifications preferred     Detail oriented. Self-starter with ability to work with limited daily supervision. Strong ability to identify, analyze and solve problems and prioritize technical incidents.     Excellent customer service skills, interpersonal skills, and oral and written communication skills