IT Retail Regional Field Services Coordinator
Job Description Customer Focus Provides timely, courteous technical support to all Benjamin Moore internal and retail customers, needing assistance with software and hardware issues. ·Prioritizes and seeks to resolve technical problems that may impact other business critical functions and departments. ·Travels to Retail and Benjamin Moore corporate facilities throughout North America to implement and provide support for all IT initiatives. ·Utilizes extensive technical knowledge and other internal and external Information Technology resources (Internet, Vendor Support, etc.) to resolve problems quickly and effectively. ·Finds creative solutions to technical challenges and implements solutions. ·Builds and maintains a good working relationship with other departments and employees, keeping them informed and updated on the progress of resolving outstanding issues. ·Produces documentation for new software installations or process where needed. ·Provides Level II support for Corporate and Retail customers. Documents all work completed in call monitoring software. (Track-It) Planning and Maintenance Actively participates in the I.T. planning process in relation to multiple project initiatives requiring IT project management coordination. ·Ensures the technology assets are up to date and functioning according to business requirements. ·Participates in IT project implementation activities and facilitates the activities according to planned schedule. ·Researches, recommends and participates in the planning and implementation of I.T. hardware and software improvements. ·Actively involved with support of the Benjamin Moore retail network. ·Utilizes innovative tools for rapid deployment of hardware and software. Tools such as Track-IT Remote Control, Track-It Deploy, Windows XP remote access tools and disk imaging software, etc. ·Back-up support to Network Support Services and OS-Admins at the remote locations. 25% Business Process Automation Utilizes technology to automate or streamline business processes. ·Has a thorough understanding of the Benjamin Moore IT Infrastructure and systems. Directs users to gain access to the appropriate IT tools. ·Maintains and supports IT solutions. Examples: JPOS, Retail.Net, Oracle, ColoRx, Infinium, Business Objects, On-Base, VPN access, Adobe Writer, AutoCAD, Outlook, Common Office Microsoft applications, internet/intranet access, and Norton anti-virus, etc. Required Skills Will be required to support, understand and implement retail service solutions as required. Should be able to travel up to 25% of the time to regional offices and store locations. Must be available for flexible hours, can provide weekend and off hours support. Knowledge and experience supporting: JPOS, Retail.Net, Oracle, ColoRx, Infinium, Business Objects, On-Base, VPN access, Adobe Writer, AutoCAD, Outlook, Common Office Microsoft applications, internet/intranet access, and Norton anti-virus, etc. A+ Certified or Equivalent Experience, Microsoft Certified Desktop Technician and Windows Server 2003 Knowledge and Experience programming using Visual Basic for Applications and Visual Basic Script or equivalent/compatible languages such as C#, Java and Java script. Ability to independently find creative solutions to business needs utilizing technology and programming skills. Manage all aspects of project, from gathering end user requirements to deployment and support. Test and document processes while collaborating with the IT Team. Expert knowledge of Microsoft Windows 2000 and above, Microsoft Office 2000 and above, help desk management software (Track-It), enterprise faxing software (Biscom), enterprise anti-virus software (Symantec) and database management system (Business Objects). Working Knowledge of JPOS, Retail.Net, Oracle, ColoRx, Infinium, Business Objects, On-Base, VPN access, Common Office Microsoft applications, internet/intranet access, Norton anti-virus, etc, Adobe Acrobat Reader and Writer, Autocad R14 and above, IBM Client Access, Outlook/Exchange Server, Windows 2000/2003 Server and general network configuration, support tools and utilities. Excellent verbal and written communication skills, including the ability to translate technical jargon into plain English. Must be well organized and have a positive attitude. Experience using Microsoft Active Directory in a domain structure a must. 1-2 years of previous desktop support experience in a corporate environment.