Provide customer support to assist users in the resolution of questions that may arise.
Troubleshoots problems the users are having and develops technical solutions for users, technicians and customers.
Refers cases to the application developers when their help is needed to resolve problems.
Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
Learn and support Kenco developed software solutions.
Acts as a technical resource in assisting users to resolve problems with Kenco developed systems.
Maintain a log of calls to the Applications Help Desk and remedial action taken.
Read technical manuals, confer with users and conduct diagnostics to investigate and resolve problems and to provide technical assistance and support.
Train users in the proper use of specific software.
Making recommendations on areas of process improvement.
Resolve problems via phone or remote control software in a help desk environment.

Associates Degree in IT or equivalent help desk experience
Familiarity with working in a warehouse using WMS systems is preferred but not essential.
AS/400 experience is strongly preferred
Relational database experience
SQL query writing experience
Data analysis

Medical insurance including HSA, HRA and FSA accounts
Supplemental insurance including critical illness, hospital indemnity, accidental injury
Dental Insurance
Vision Insurance
Basic Life and Supplemental Life
Short Term and Long Term Disability
Paid Parental Leave
401(k)
Paid Time Off approximately 2 weeks (accrual begins on Day 1 of employment)
Employer Paid Holidays
10 days

Application Support Analyst I

Key skills