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Applications Support Specialist/AnalystApplications Support Specialist/Analyst

Posted: 08/07/2022

GENERAL SUMMARY:   

Reporting to the IT Operations/Project Manager, the Application Support Specialist/Analyst works as a member of the IT department to aid end users with the operation and functionality of a wide variety of software applications utilized by various departments within the agency. The specialist may work with both individual end users or groups to manage the resolution of application and system issues that may arise.  We offer a strong work-life balance, and we are looking for our next application rockstar! 

ESSENTIAL FUNCTIONS: 

  • Provide support and training to agency staff that utilize a variety of software including: 

  • Office 365/Microsof 365/Azure user and device management 

  • SharePoint 

  • Cloud-based applications (including State-required electronic health records and other applications for agency operations) 

  • Cloud Phone Systems 

  • Video Conference Systems 

  • Data Management for shared agency drives 

Responds to technical problems that occur abruptly and require immediate solutions such as: 

  • Serve as technical applications support for agency’s IT systems, and serve as the technical liaison for agency supported applications with the Commonwealth 

  • Provide support for the companies SharePoint and O365 environment, working in conjunction with our Managed Service Provider (MSP) and various departments throughout the agency. 

  • Coordination, diagnosis, and troubleshooting incoming end user requests. 

  • Provide technical support services including agency used software applications and network services. 

  • Provide status updates to manager and end users. 

  • Maintain and updates records in tracking databases. 

  • Alert manager to emerging trends in incidents, problems, or issues. 

  • Possess specialist knowledge of agency operating systems, devices, applications, and software 

  • Assist with IT systems set-up for new employees, including phone set-up and computer set-up when needed 

  • Provide technical support to individual users and teams within the organization 

  • Assist with systems integrations and continuous improvement projects 

  • Assist with improving our MDM and laptop imaging environment using modern endpoint management tools. 

  • Manage ticketed query system and ensure comprehensive database of queries and resolutions is kept up to date 

  • Maintain and update technical documents and procedures 

  • Assist as technical support liaison with IT vendors, and escalate IT issues to appropriate contacts  

  • Identify and resolve technical issues related to agency-used software 

  • Deliver regular and customized training to teams within the agency 

  • Preparing maintenance plans and upgrading schedules for the agency’s systems 

  • Develop reports for teams across the agency as needed  

  • Collaborate with internal and external resources to achieve project milestones/tasks assigned by IT Operations/Project Manager 

  • Participate in early trials, demos, and testing for new IT initiatives while providing helpful and constructive feedback on implementation, ease of use, and documentation 

COMPETENCIES NEEDED: 

Technical Skills: highly computer literate with deep understanding of agency computing systems; ability to explain complex ideas to those with limited IT and systems knowledge; applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.  

Listening, Understanding and Responding: Creates effective interactions with others; deals with people in a direct, open, trusting, and respectful manner; cares about what others have to say. 

Cooperation/Teamwork:  Works well with staff, co-workers, peers, and managers; responds positively to instructions and procedures; shares critical information with everyone involved in a project; works effectively on projects that cross functional lines; when appropriate facilitates discussion before decision-making process is complete. 

Planning/Organizing: Prioritizes and plans work activities, uses time efficiently and develops realistic action plans. 

QUALIFICATIONS: 

  • Bachelor’s Degree and/or technical certificates preferred, and two to five years of relevant technical experience.  

  • Experience with O365 administration, Azure, and other Microsoft applications. 

  • Experience in end-user support, laptops, Windows 10, Office 365, and hosted applications.  

  • Experience with mobile phones and mobile device management software 

  • Experience supporting cloud-based phones systems (RingCentral preferred) 

  • Experience in environments with HIPAA and PHI is preferred. 

  • Ability to multi-task and work under pressure. 

  • Knowledge of modern office practices, workflows, and procedures.  

  • Knowledge of computer terminology, IT parts, and software.  

  • Ability to understand and explain technical concepts clearly and concisely. 

  • Consistently demonstrate a cooperative attitude and a willingness to assist with additional related tasks as needed.   

  • Ability to lift up to 25 pounds.

     

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