IT & Integration Support Specialist

GENERAL DUTIES AND RESPONSIBILITIES: (The essential job duties and responsibilities of the position are included in but not limited to the information listed below.)

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation.
• Escalate unresolved issues to the appropriate other members of the team.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to department heads in a timely manner. Minimum requirements include:
• Excellent analytical, problem solving and communication (verbal and written) skills.
• Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions
• Excellent organizational and communication skills
• Accuracy and the ability to handle a high-volume of work efficiently are essential to this position
• Strong customer service focus, with the ability to work professionally in a call-center like environment (remaining calm and professional with difficult and/or requesters)
• Professional, accountable, and resourceful "team player" mindset

Integration Support Duties and Responsibilities:

Core Support Responsibilities

• Monitor inbound support tickets and tag/triage integration-related items

• Shadow integration implementation projects (Workday, iCIMS, UKG, Greenhouse, etc.)

• Assist with test order reviews, error tracking, and issue resolution

• Attend internal and external integration meetings as needed for exposure

• Use Asana to track tasks, organize client deliverables, and monitor integration timelines

• track tasks, organize client deliverables, and monitor integration timelines

Process & Documentation Support

• Help build how-to documents and internal playbooks for each ATS platform (in progress and needed)

• Document recurring issues, known platform limitations, and workaround procedures

• Update or standardize internal processes (e.g., intake templates, testing protocols) for scale and consistency

Progressive Ownership Responsibilities

• Assist with client configuration file setup and mapping alignment (with oversight)

• Begin managing low-risk config changes and enhancement requests

• Own follow-ups on assigned tasks and keep timelines visible in Asana/Hubspot

• Eventually manage full lifecycle of simple integrations under guidance

KNOWLEDGE, SKILLS AND EXPERIENCE:

Required: 2+ years of Helpdesk/Engineer experience

Education: High School Diploma or GED, or equivalent

Required knowledge of:

• Microsoft Office products (Outlook, PowerPoint, Word, and Excel)

Other skills:

• Ability to handle stressful, rapidly changing situations involving customers
• Ability to simultaneously handle multiple customer requests and deadlines
• Excellent verbal and written communication skills with the ability to communicate at all levels of leadership with a client organization; up to and including the CEO
• Effective problem solving and analytical skills
• Agility in thought to act on information quickly and make sound decisions to protect our clients' and the Data Facts' brand
• Sense of urgency to meet client expectations
• Ability to thrive in a dynamic team environment, as well as act independently

Summary: The IT & Integration Support Specialist is a strategic partner within the IT Division of Data Facts working through various functions that include (but not limited to) resolving problems with both software and hardware. Setting up workstations for new hires, including creation of O365/Azure accounts. Troubleshooting of software packages, both for internal assets, and our external customers. Keeping documentation and ticketing up to date. Having a positive helpful attitude with a heavy focus on customer service to both Data Facts employees and external customers. This position also supports the Integration efforts of the HRIS platforms of our client companies with the platforms used by Data Facts and its partners.