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Software Support Specialist

Software Support Specialist
Location: Ottawa, ON K2G5X2 Salary/Wage: Dependant on experience
Status: Full Time, Temporary/Contract/Project Job Category: Computers, Software
Relevant Work Experience: 2+ to 5 Years Career Level: Entry Level
Education Level: College Diploma
Job Description
POSITION DESCRIPTION
Position: Software Support Specialist Full Time – 4 months +
Department: Information Technology Date: May 31, 2007
Accountability: Manager, Information Technology
Who We Are
Based in Ottawa, Ontario, the Canadian Produce Marketing Association (CPMA) is a not-for-profit organization representing companies that are active in the marketing of fresh fruits and vegetables in Canada from the farm gate to the dinner plate. CPMA members include major grower/shippers/packers, importer/exporters, carriers, brokers, wholesalers, retailers, fresh cuts and food service distributors, integrating all segments of the fresh produce industry. The CPMA is proud to represent over 600 international and Canadian members who are responsible for 90% of the fresh fruit and vegetable sales in Canada at an estimated value of 6 billion Canadian dollars. The CPMA is funded by the industry through voluntary membership and various services, activities and sponsorship programs.
Position Summary
Reporting to the Manager, Information Technology, this employee is responsible for the daily administration and technical support of computer systems, including client and server computing platforms, communications network, related peripheral devices and applications. S/he will work with staff and vendors, to maintain the effectiveness, availability, reliability and security of the CPMA network. This employee will provide technical assistance, support and advice to end users; lead and participate in technical project teams to understand business and technical requirements, research, evaluate, select, acquire and/or develop, install and configure systems hardware and software, to meet the evolving needs of the CPMA. This incumbent will continuously learn, through on the job experience, training and study, to adapt to changing business and technological requirements.
Position Responsibilities
Troubleshoot software user issues
Diagnose and resolve client system configuration issues
Assist with the administration of CPMA network
Provide support for problem determination, new installations, upgrades of hardware and software for all support issues
Develop, design and propose solutions to meet technological needs for users
Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
Develop strategies to increase client satisfaction and ensured an optimal level of servicing
Administer CPMA corporate web sites
Develop support documents, FAQ's and knowledge base articles
Perform special projects as required
Work Experience and Qualifications:
2 years + experience with the above responsibilities
Service oriented phone manner; excellent communication skills
Advanced problem solving skills
In-depth knowledge of Internet technologies
Solid understanding of both hardware and software
Basic knowledge of full product development life cycle
Strong attention to detail
Technical requirements include familiarity with programming, database design, HTML/XHTML, JAVA, JavaScript and ASP
Fluent in English and French
Education Recommendations:
College degree or equivalent in Computer Science
Contact Information
Email: stephane@cpma.ca
Fax: 613-226-2984

Location: Ottawa, Gatineau and Outaouais   Date Posted: Friday, June 01, 2007 
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