Placer County

This is the full journey level in the Software Application Support Specialist classification series. Employees at this level possess knowledge of specialized application/systems, as opposed to more general knowledge of a variety of standard hardware and software used throughout the County. Employees receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. Employees within this class are distinguished from the Senior Software Application Support Specialist in that the latter performs the more difficult and responsible duties within the series requiring specialized knowledge and abilities, including acting in a lead capacity.

Employees within this class are distinguished from the more broad-based classifications series of Information Technology Technician and Information Technology Specialist by the performance of the full range of duties related to training and functional support for department operating staff in the use of automated state public assistance systems. The latter classes are responsible for on-site diagnosis and resolution of a broad range of complex system related hardware, software, and/or application problems that the Software Application Support Specialist is unable to resolve. In contrast, the Software Application Support Specialist has a very specific scope of responsibility and is more focused on maintaining an awareness or expertise in a specialized application or system in order to support department users in that system. 

Receives general supervision from an assigned supervisor; and may receive technical and functional supervision from higher level staff.

Duties may include, but are not limited to, the following:

• Provide program and technical support to end users who utilize automated state public assistance systems; receive and analyze trouble tickets and review cases to determine solutions or escalate issues; define, evaluate, analyze, and document problems with these systems and propose solutions related to automated state public assistance systems functions. 
• Prepare and conduct training pertaining to the use of new applications or systems for users.
• Prepare, draft, revise, and organize technical documents and communications, procedural plans, reports, correspondence, and other documents; analyze and recommend modifications to procedures and documentation; establish and maintain files and records as appropriate.
• Analyze rules, regulations, or systems to identify and advise management of their impact on current systems and/or operations; provide input and recommendations on necessary revisions and assist with implementing changes.
• Investigate, resolve, and coordinate resolutions of end-user errors and system use, access, operations, and application problems; develop system workarounds as necessary.
• Design and generate a variety of routine and ad hoc customized reports based on customer requirements; analyze report data to identify unexpected or missing factors, report on trends and provide recommendations for process improvements.
• Attend and participate as a Subject Matter Expert (SME) and Regional Committee Member (RCM) on statewide consortia level committee meetings focusing on the improvement of automated state public assistance systems.
• Assist with developing business processes to be incorporated into the automated state public assistance system design; review proposed change requests; provide feedback to and recommendations to project team and program managers; advocate for support of County’s requests for changes in functionality.
• May perform application related troubleshooting including identifying causes for slowdowns, lock ups, and log-in problems and resolving at immediate level.
• Perform routine application support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords, and performing file maintenance; set up basic user access permissions consistent with County policies and procedures.
• Coordinate project activities with automated state public assistance systems vendors; maintain effective communications with users regarding vendor activities; ensure compliance with County specifications; drive resolution of identified software defects and deficiencies.
• Perform various quality assurance activities; test, troubleshoot, and debug system issues; prepare and execute testing plans to validate functionality and resolve issues.
• Serve on project teams providing technical assistance as needed.
• Build and maintain positive working relationships with co-workers, other County employees, outside vendors, government agencies, and the public using principles of good customer service.
• Perform related duties as assigned.

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience: Two (2) years of increasingly responsible technical or operational experience working with department, countywide, or statewide software applications and systems requiring extensive knowledge of the specialized application and related program requirements. Experience providing user support and/or training is highly desirable.

Training: Equivalent to an associate’s degree from an accredited college or university with major course work in computer science, business, office technology or a field related to the assigned department system or application.

Required License or Certificate:
Possession of, or ability to obtain, a valid California driver’s license may be required. Proof of adequate vehicle insurance and medical clearance may also be required.