Job Description

Company Information: DISA Global Solutions is a fast-paced, growing company focused on providing safety and compliance solutions, which include drug and alcohol testing, background screening, occupational health screening, transportation compliance, and safety and substance abuse training. We are headquartered in Houston, Texas with over 300 employees. DISA has specialized in promoting workplace health and safety for over 25 years and has a strong market presence in the energy and transportation sector. We are IT innovators and developed one of the most advanced platforms to support our clients’ access to data. DISA is highly committed to quality and service excellence.
DISA employees are offered a competitive pay and benefits package and a fun and exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities of career advancement. We offer monthly appreciation events and strive to provide a learning environment where each employee is encouraged to participate in continuing education and training.
Position Summary:  Provides support to internal end users of DISA’s proprietary and enterprise  applications by performing the listed functions and responsibilities.
Responsibilities:
• Provides technical and functional assistance for users of DISA software by responding to inquiries regarding errors, problems, or requests
• Identifies, researches, and resolves technical problems
• Assist customers through email, messaging, phone, and in person
• Uses the IT Service Management system to review and respond to requests for support 
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources or vendors
• Authors and edits documentation and procedures in the IT Knowledgebase
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Interacts with end users to understand issues from a business perspective •
• Works with end users to reproduce reported issues in test environments and reports those issues to the development team or application vendor•
• Monitors performance of applications after implementation 
• Able to communicate status and issues to upper management 
• Applies basic knowledge of company’s core technologies to achieve the listed duties 
 
Qualifications required:
• Bachelor’s degree, or one year of related job experience supporting software applications, or an associate’s degree with six (6) months of related experience
• Exposure to software and hardware design principles
• Understanding of Relational Database Management Systems such Microsoft SQL Server
• Exposure to applications such as Dynamics GP, Prophix, OpenText TeleForm, Dynamics 365, and SharePoint
• Experience using ServiceNow for IT Service Management is a plus
Success factors/job competencies:
• Achievement Focus – sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, , recognizes and acts on opportunities, measures self against standards of excellence, and takes calculated risks to accomplish goals
• Business Ethics – upholds organizational values , inspires the trust of others, works with integrity and works ethically, treats people with respect, and keeps commitments
• Continuous Learning – assesses own strengths and weaknesses, seeks feedback to improve performance, pursues training and development opportunities, strives to continuously build knowledge and skills, and shares expertise with others
• Customer Service – displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs, and solicits customer feedback to improve service
• Job Knowledge – is competent in required job skills and knowledge, exhibits the ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays an understanding of how the job relates to others, and uses resources effectively
• Quality – demonstrates accuracy and thoroughness, displays a commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality
• Teamwork – balances team and individual responsibilities, exhibits objectivity and openness to others’ views, gives and welcomes feedback, contributes to building a positive team spirit, and puts the success of the team above one’s own
• Problem Solving – identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, and works well in group problem solving situations
Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Physical demands: While performing the duties of this job the employee is regularly required to talk, hear, walk, sit, stand, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms.  Employee must occasionally lift up to twenty - five (25) pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

 • Work Environment: The noise level in the work environment is moderate.