POSITION SUMMARY:

　　The IT Support Specialist will work at our Corinth, Mississippi plywood mill. They will perform a broad range of IT services supporting Corinth-directed, IT-related initiatives, such as when a new software application is implemented that supports just Corinth and will also provide an on-site presence for those activities directed by the corporate IT Team, such as when a system-wide hardware upgrade is mandated, or a system-wide software application is being implemented.

　　Additionally, this individual may be called upon to augment the corporate Help Desk staff during those hours when emergency help is needed by any Timber Products site during those hours when the corporate Help Desk is not manned.

　　Over time, this individual will need to develop a basic understanding of the software applications covering the entire spectrum of Corinth operations and how those applications are integrated into their operational processes. Due to the breadth of their responsibilities, this person must be a self-starter, able to manage without much supervision or direction, must be extremely proficient at self-directed learning, and must be a quick learner.

　　MAJOR TASKS:

　　Provide support normally provided by an IT Business Analyst. This support would include: solving Help Desk tickets originating from Corinth; coordination of testing and solutions for Corinth Help Desk tickets with the IT Applications Team; conducting business analysis; creation of business requirements; participating in system and technical design, organization of and participation in testing efforts; organization of and participation in system training efforts; creation of testing and training documentation; providing Go-Live and Post-Go-Live support for system implementations; This support is estimated to consume 50% of their time annually.

　　Provide conventional Desktop Support for the Corinth site. This support would include: creation of hardware requisitions; installation of new hardware; replacement of existing hardware; sending hardware in for repair; trouble-shooting existing hardware; and assistance with software installations. This support is estimated to consume 40% of their time annually.

　　Provide emergency Help Desk support when required for the enterprise. Several of our mills run around the clock and failures of some applications, such as our D365 Advanced Warehouse application, can stop normal operations in their tracks. When these applications fail, we will need someone to answer the call and summon the needed resources to solve the problem. This support also includes the task of maintaining the documentation associated with the Help Desk tickets submitted. This support is estimated to consume 10% of their time annually.

　　Provide exceptional customer service for reported problems of all types.

　　Provide timely status reporting for ongoing projects.

　　Providing on-call support for emergency needs.

　　As we develop this position, duties not identified in this job description may be added and named duties may be removed.

　　SKILL REQUIREMENTS:

　　Knowledge: Possesses a working knowledge of: Business software applications such as Enterprise Resource Planning (ERP) and timekeeping systems; Microsoft Operating System; Microsoft Outlook; Microsoft Word, Excel, PowerPoint; Visio (or other diagramming tool); and conventional desktop and mobile hardware (processors, monitors, keyboards, mice, printers, cell phones, handheld RF devices, truck-mounted devices).

　　Skills: Strong verbal and written communication skills; able to communicate effectively and confidently with users, team members and management; strong organization skills; and able to manage multiple priorities simultaneously.

　　Attributes: In their prior experiences, this individual should have demonstrated they are: a self-starter and able to accomplish tasks with minimal direction; a quick learner; highly curious about the business world; enthusiastic to learn; and team-oriented.

　　MINIMUM QUALIFICATIONS AND EXPERIENCE

　　High School diploma is required; college classes are a plus

　　Three (3) or more years supporting hardware and software is preferred

　　Three (3) or more years responding to Help Desk tickets is preferred

　　Three (3) of more years performing in a Business Analyst-type role is preferred

　　One (1) year experience with Microsoft Dynamics 365 (or another Enterprise Resource Planning system) is preferred

　　One (1) year in a manufacturing environment is preferred

　　A basic understanding of networking or a strong desire to learn networking is a plus