Technical Support Administrator

Apollo Health & Beauty Care (Apollo) is a premium developer of private label and control label health & beauty care products and leverages unique expertise and experience in developing national brand-equivalent products designed to compete equivalently with the most popular national brands. The largest private label and control label personal care manufacturer in Canada, Apollo has formidable penetration and distribution in the North American marketplace and also services customers throughout Central and South Asia, Mexico, Europe and Asia. Building on our core values of Excellence and Commitment, Apollo has established itself as a market leader that attracts the industry's top talent. We are currently searching for an energetic, Technical Support Administrator, motivated to join Apollo Team

POSITION SCOPE:
The Technical Support Administrator’s role is to ensure proper computer operation so that end users can accomplish business tasks.

RESPONSIBILITIES & DUTIES:

- Asset tagging and management
- RF Handheld administration (Windows Mobile)
- Mobile Device administration (All versions)
- Administration and training
- Printer and Toner Management
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue through the Apollo Support Desk system
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Engineer.
- Record, track, and document the help desk request problem-solving process through the help desk database
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop help sheets and frequently asked questions lists for end users.
- Weekly off site calls to various locations
- Perform other duties as assigned

JOB SPECIFICATIONS:
KNOWLEDGE/EDUCATION/EXPERIENCE: 1-2 years’ experience preferred; post-secondary education required; Experience with Windows XP/7/8.1/10 desktop server operating systems required; Experience with MAC computers; Support experience with Microsoft Office 2010/2016

INTERPERSONAL SKILLS/CONTACTS: moderate access to confidential or sensitive information; regular internal interactions and/or occasional external interactions; purpose of internal/external contacts may occasionally related to complex matters; occasional selling, negotiating, consulting, teaching/instructing, or advising; above average level of written and verbal communication skills required for successful job performance

PROBLEM SOLVING/JUDGMENT: position is generally monitored and decisions usually follow prescribed guidelines; occasional analysis required; occasionally makes recommendations or referrals; responsible for solving simple to moderate problems

MENTAL EFFORT: requires moderate levels of concentration and/or attentiveness; moderate duration and/or intensity of efforts; requires moderate amounts of thinking, watching, listening, verifying, checking numbers, creating or designing

PHYSICAL EFFORT: occasional duration or intensity of physical effort; some moderate energy required in terms of standing, walking, lifting, keyboarding, pushing, pulling, sitting, packing, assembling, bending or twisting; includes moderate fine or coarse movements

MATERIAL RESOURCES: moderate level of consequence and costs associated with errors as related to losses of time, money, or property; moderate responsibility for machinery, work aids, equipment, materials, properties, products, stock, inventory or tools

INFORMATION RESOURCES: moderate level of consequence and costs associated with errors as related to losses of time, money or property; moderate responsibility for information and or services; some access to confidential, sensitive or proprietary information

PEOPLE/POLICIES/PRACTICES: no responsibility for people, policies or practices in terms of assigning work, development, evaluation, supervision, health and safety, performance, scheduling of work, training, coaching, or well-being; may occasionally demonstrate work practices to others

FINANCIAL RESOURCES: little responsibility for financial data, money or financial transactions, financial records, expenditures, acquisition, financial analysis or risk management; has limited to no opportunity to cause a negative impact to the organization or cause a serious consequence as a result of an error

ENVIRONMENT: works in an environment with little to no exposure to dirt, dust, grease, oil, or temperature extremes; occasionally may face multiple demands or distractions; has limited or no exposure to po