Technology Support Analyst

Location
Raleigh
Posted
Apr 11, 2018
Institution Type
Four-Year Institution

Position Number: 00046831

Primary Function of Organization Unit: Dairy Records Management System (DRMS) provides herd management records and software to dairy farmers located in 44 states and Puerto Rico. Dairy farmers are members of Dairy Herd Improvement Associations (DHIAs). DRMS aggregates and edits the data that has been keyed into its software by DHIA technicians at any of the 15,000+ dairy farms. It merges the farm data with results of lab analyses for milk samples collected from each cow and produces management reports that are mailed from one of six mail centers. DRMS develops all of its own software that is used for data collection, lab management, data merging, record computation, report generation, print center management and data backup.

Essential Job Duties: This position provides technical support and assistance to DRMS customers. Position maintains updated understanding of DHIA systems and trains customers on use of DRMS software. Incumbent tests and debugs enhancements and changes to software and assists in decision making for software modifications. Other duties include, but are not limited to: * Works with support team to answer phone calls, emails, Skype and Facebook messages promptly and accurately. * Provide technical support to dairy producers, DHIA technicians, dairy industry consultants and DHIA service affiliate managers. * Diagnose technical problems with DRMS software and operating systems as it relates to DRMS software. * In collaboration with others, find reasonable solutions to technical problems from clients. * In collaboration with others, assist in preparing training materials for colleagues and customers in a concise, organized yet complete manner. * Assists in training workshops and training meetings.

Minimum Education/Experience:

Department Required Skills: * Demonstrated an understanding of the dynamics and requirements of customers with a proven ability to oversee customer relations. * Demonstrated abilities to collaborate with coworkers to deliver solutions. * Excellent oral and written communication skills.

Preferred Experience, Skills, Training/Education: * B.S. in Dairy Science, Animal Science or related field, and demonstrate productivity and excellence in previous position(s). * Prefer candidates with two years of progressive experience in user support services in the dairy industry. * Prefer candidates with at least two years of on farm experience using DHIA records. * Prefer candidates with data management perspective.

Necessary Licenses and Certifications: N/A

AA/EOE: NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.

Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at "www.wes.org":http//wes.org. Degree must be obtained prior to start date.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

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