IT Application Support Technician    (20140820_02)
Location: Mentor, OH

Position Description: 

Synergy Consulting Group is looking for an IT Application Support Technician for a six month contract with a growing company in the Mentor, OH area.

Responsibilities for this position includes configuring, installing, monitoring, and supporting multiple customer facilities that are using information management products –CS- iQ and ProConnect.

You will also provide technical Helpdesk support and guidance through Tier 1 Helpdesk support.  As well as working with vendors, customer site IT, and systems engineers to resolve issues.  Responsible for documenting solutions to problems and developing end-user guidelines.  Perform analyses, resolve issues using problem solving techniques to develop new and innovative solutions for customers.


This position will require occasional weekend hours to include on-call customer support and remote software installation to customer sites.

Position Duties and Responsibilities: 


 Customer Support


  • Provide first line and advanced application support via phone and e-mail including troubleshooting support issues and assisting customers.
  • Work with customer’s IT organization to resolve site IT issues that impact proper functioning of applications.
  • Receive, manage and resolve customer technical support calls related to STERIS information management products.
  • Work directly with customers and other team members to gather information required for the support process.
  • Providing update, status of the calls received, closed, open and aging of tickets to manager, problem request tracking system and/or users.
  •  Manage and track support issues to ensure all customer issues get resolved effectively.
  • May provide on-site training to users.


Installation Support


  • Install and configure STERIS information management products at customer sites.
  • Create installation packages for software deployment at customer sites.
  • Maintain application and system and configurations for development systems and simulators in the Software Engineering lab.



  • Perform unit, integration, and system testing to include capacity / performance testing of applications.

Application Support

  • Troubleshoot issues to determine if issues are in the customer IT hardware/software domain or in STERIS applications, isolate issues to determine the root cause and possible solutions.
  • Proactively become an expert user of the STERIS information management products in order to provide excellent support to customers.
  • Provide input on customer issues, change requests, and product defects during release requirements generation to help improve customer experience.
  • Collaborate with the development and engineering teams to help identify improvements for future releases.

  • Associate’s degree in Information Technology or equivalent vocational or on the job training.
  • Three to five years of experience working in technical support of computers, network, applications, etc.
  • Configuration of personal and laptop computers, printers, and various other hardware and software required.
  • System Administration of the Windows XP/7 environment required.   Understanding of Virtual Machine (VM) setup is desirable.
  • Experience in providing advanced support in Windows IT applications.
  • Microsoft SCCM skills desired--Scripting Packages, Software Deployments, etc.   Experience in software installation packaging (e.g., .msi files) desirable.
  • Knowledge of Windows Server system administration, including Web Services and IIS servers.   Must have a basic understanding of IT security (e.g., firewalls, ports, etc.).
  • Knowledge of Microsoft SQL Server administration and/or MySQL administration, and SQL queries (any certifications in these areas will be an advantage).
  • Technical understanding of how the web functions, windows networking, and SQL.
  • Practical experience in C#, C++, OOA/OOP, and Graphical User Interface development.

Salary: contact us for more details

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