Support Enterprise and Desktop Applications - Windows, LAN, TCP/IP, NetBIOS, DNS, Active DirectoryINTERNAL CORPORATE SUPPORT ANALYST The POS (Point of Sale) Analyst Position is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives.

This includes troubleshooting application software and hardware (OPOS) for all internal customers.

The POS Analyst Position is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.

Responsibilities· Install, configure, upgrade and support Point of Sales Systems.

· Perform POS application end-user training· Create and deploy feedback mechanisms for end users.

Analyze results, make recommendations for support process improvement, and implement changes.

· Field incoming problem tickets from end users to resolve application and software issues within the POS systems.

· Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

· Research, analyze, and implement changes required to satisfy the latest changes in PCI and Sarbanes-Oxley compliance.

· Maintain databases, perform menu and price changes within the POS systems.

· Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

· Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

· Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

· Maintain and enhance performance of all new and existing software and applications across the organization.

· Identify and learn appropriate software applications used and supported by the organization.

· Coordinate with department heads to assess departmental application training needs and objectives.

· Participate in the design, development, and delivery of software applications training programs and individual classes.

· Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.

· Provide support for the testing of new and existing software applications under development or consideration for purchase.

· Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.· Apply diagnostic utilities to aid in troubleshooting.

· Conduct research into software application products and services in support of development and purchasing efforts.

Requirements · College diploma or university degree in the field of computer science, information systems, and/or 5+ years equivalent work experience.

· In-depth, hands-on knowledge of and experience with enterprise and desktop applications, MS Office, MS Project.

· Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

· In-depth knowledge of Windows XP for POS, Windows XP Pro, and Windows Server 2003 operating systems· Basic knowledge of LAN, TCP/IP, NetBIOS, DNS, AD· Knowledge of Sarbanes-Oxley and PCI compliance requirements· Able to develop and interpret technical documentation for training and end user procedures.

· Knowledge of trends in technology relating to software applications.

· Experience with building and maintaining databases for query and problem tracking.

· Good understanding of the organizations goals and objectives.

· Excellent written, oral, interpersonal, and presentational skills.

· Ability to conduct research into software development and delivery concepts, as well as technical application issues.

· Ability to present ideas in business-friendly and user-friendly language.

· Ability to work nights and weekends.

· Ability to absorb new ideas and concepts quickly.

· Good analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Very strong customer service orientation.

· Ability to provide end-user training to large groups of users in a concise and straightforward manner.

· Experience working in a team-oriented, collaborative environment.

Work Conditions· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

· Lifting and transporting of moderately heavy objects, such as compuars and peripherals.

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