Technical Services Technician

A subsuduary of Cheyenne Mountain Entertainment, Knowledge Relay provides Business Intelligence (BI/OLAP) visualization and analysis tools to Fortune 2000 companies and large government enterprises.  Based in Cypress, California, Knowledge Relay is a growing company committed to innovation.  We’re looking to add experienced and personable team players to help build an exciting organization as we introduce superior products to large enterprises.

The Technical Services Technician I (TSTI) will participate in support and training aspects offered by the Company, with responsibilities for the administration, support and maintenance of related systems, applications and training. The TSS1 will provide first level support for users, ensure currency of information and provide installation and training services as needed. The TSTI will also develop productivity tools and processes that will increase the usability and effectiveness of the company’s applications and offerings.  The TSS1 also will assist in the analysis of organizational needs and goals, and the design and implementation of internal and external applications. The TSTI will consult with users and project teams to determine requirements for applications.

The TSTI will exercise discretion and independent judgment based on experience and training that will affect the general operations of the entire company as well as the parent company.
Duties and Responsibilities:
•  Ensure that the company application is being effectively deployed and utilized by clients.
•  Review client computer system capabilities, workflow, and scheduling limitations to determine if requested program or program change is possible within existing system.
•  Manage deployments at client sites.
•  Coordinate application installation and acceptance with end users and provide user assistance on application operations.
•  Provide training and support.
•  Identify and help implement new technologies to increase features and value.
•  Assist Sales staff with client presentations.
•  Report on usage, training, and support trends.
•  Maintain detailed, accurate, and timely records of client interactions using Company’s CRM software
•  Help develop support and training tools that increase system usability.
•  Help develop both technical and end-user documentation.
•  Help develop instructional material.
•  Help develop and implement Company-internal training programs.
•  Assist Programmers in resolution of work problems related to flow charts, project specifications, or system debugging.
•  Prepare personal activity reports and project status reports on assigned responsibilities.
•  Other duties as assigned.
Education:
College or university program certificate preferred; or three years related experience and/or training; or equivalent combination of education and experience.
 

Experience:
Some programming experience preferred, and 1 to 2 years client support work. Strong knowledge of PC’s systems, tools and applications.
Specific Knowledge, Skills, Licenses, Certifications, Etc:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to respond to common inquiries or complaints from clients, regulatory agencies, or members of the business community. Ability to effectively present information to management. Ability to interpret an extensive variety of technical instructions in various forms and deal with several abstract and concrete variables simultaneously.
Special Skills:
•  Experience with high-volume, mission-critical applications and databases.
•  Familiarity with programming macros, scripts, and languages
•  Familiarity with web-based demonstration tools
•  An understanding of Internet application technologies
•  Strong communication skills, both written and oral, with the ability to distill complex concepts into a form that is understandable to lay users
•  A superb work ethic, as well as the drive to work independently
•  Strong time management skills

The ideal candidate also has:
•  A working knowledge of Business Intelligence requirements, as well as MRP, and CRM systems;
•  Experience with Project Management software systems (MS Project, Artemis, Primavera, etc.);
•  A willingness to update own product knowledge on an ongoing basis;
•  The ability to work in a close-knit, team environment;
•  A great attitude about handling varied tasks and assignments, and a willingness to assist with non-specific shared tasks.