Description
The Application Support Specialist is responsible for providing user support for specific software programs includes programming applications, testing the functionality of application services, evaluating the functional requirements of the application and enhance various applications. They review, support, and maintain various applications including database management, system enhancements, upgrades, training, and reporting. They are responsible for taking initiatives in process improvement plans, efficient reporting, and flow of information.
The Application Support Specialist provides a wide range of technical assistance and basic application training to the end users via phone, in-person, e-mail, or remotely. They rely on extensive experience and judgment to plan and accomplish goals. A wide degree of creativity, discretion and latitude is expected.
Qualifications
Tasks:
- Collaborates and works closely with local management and department leaders to assess near and long-term application requirements.
- Independently perform expert level analysis and design by translating business requirements into technical specifications.
- Performs data importing and data analysis.
- Assist in formulation of procedures and best practices for users of applications.
- Responsible for training end users in proper use of various software applications.
- Interacts with vendors and support teams investigating system issues, escalating, troubleshooting the system and software.
- Provides expert support to end users in the identification and resolution of application related issues.
- Creates and maintains good working relationships with internal departments, 3rd party vendors and hosting providers.
- Working with end users, including adjusting the software to better meet their business requirement or resolve current problems they are facing when using the software.
- Ensuring applications are maintained in a manner that supports delivery of services to multiple platforms, resilience, and performance.
- Handling technical support requests through e-mail, remotely or in person, analyzing reported problems, and resolving recurring issues, escalating the issue if needed.
- Provides updates, status, and completion information to manager and/or end users, via voice mail, e-mail or in-person communication.
- Keeps schedules, make tight deadlines, work timely and independently.
- Performs and maintains existing written documentation and uses of the knowledgebase.
- Maintains daily record of computer data transactions such as reported IT related activities and resolution of the issues, and/or requests, and assigning the work orders.
- Performs back-up media when needed.
- Works as a team player in all aspects of the IT Department.
- Performs other duties as assigned.
Experience and Education:
Position requires a bachelor’s degree in computer science, software engineering, with two years of experience or a high school diploma/equivalent with over six years of work-related field andexperience with a wide range of software applications. Additional qualifications include strong technical, analytical, and interpersonal skills.
