To provide technical and functional assistance and support to users of application software within an assigned department; and to prepare and conduct user training.
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 Software Application Support Specialist – Senior in that the latter is responsible for the oversight of subordinate Software Application Support Specialist staff.
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 specific enterprise application software. 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.
SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from an assigned supervisor; and may receive technical and functional supervision from higher level staff.
EXAMPLES OF ESSENTIAL DUTIES
Duties may include, but are not limited to, the following:
Provide one-on-one training, including orienting new users within assigned department regarding specific application uses and operations and department policies and procedures related to use of the system.
Develop and present training materials for classroom training related to new and/or modified application modules, including process mapping, information newsletters, procedure memos, voicemail, electronic mail, and internal process development.
Assist users of a particular application where detailed knowledge of the specific application is required; troubleshoot, debug, and resolve a variety of operations/business-related application problems.
Troubleshoot assigned applications and/or systems to ensure functional operation; modify system tables, screens, etc., develop system workarounds as necessary.
Design and generate a variety of routine and ad hoc customized reports based on customer requirements.
Participate on committees and task forces; attend meetings, conferences and training sessions.
Prepare modifications to software application policy and procedure manuals and related directives for distribution to users.
Record and maintain documentation of reported application software issues or problems; refer as necessary to help desk, developer group or vendor; follow up to ensure trouble ticket issues are resolved before being closed; make recommendations regarding software changes to assigned applications.
Prepare data maintenance documents and follow up to ensure completion; prepare information recovery plan.
May perform application related troubleshooting including identifying causes for slowdowns, lock ups, and log-in problems and resolving at immediate level; reset passwords as needed.
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.
When assigned to support a statewide system, assist in the evaluation of upcoming changes to programs, regulations, or the application; assist in identifying impact on current County system and/or processes; provide input on necessary revisions; and assist with implementing changes.
May perform application software maintenance duties; perform data compaction procedures, disk scanning, and virus screening; install and test software application patches and upgrades.
Serve on project teams providing technical assistance as needed.
Provide after hours technology support as needed.
Build and maintain positive working relationships with co-workers, other County employees, 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 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.
License or Certificate:
May need to possess a valid driver's license as required by the position. Proof of adequate vehicle insurance and medical clearance may also be required.
KNOWLEDGE, SKILLS, AND ABILITIES
Training methods and techniques appropriate and effective for application users.
Principles and practices related to use and operation of computer software applications and related operating systems, including work processes, methods of data entry/retrieval, and system navigation.
Business processes within a major functional area related to department operations.
Computer software and hardware error research and correction alternatives.
Standard procedures used to maintain data integrity and security in networked systems.
Application execution on a Local Area Network.
Principles and practices of customer service.
Provide effective technical training and support to users of application software.
Troubleshoot and assess problems with software and equipment; identify and locate equipment; interpret work orders; remember equipment location and systems; and explain operations and jobs to others.
On a continuous basis, sit at desk and in meetings for long periods of time; bend, squat, climb, kneel and twist when performing installation or repair of equipment; perform simple and power grasping, pushing, pulling and fine manipulation; and lift 40 pounds or less.
Assess and develop logical and reliable solutions to problems relating to assigned applications and initiate corrective actions.
Plan, organize, prioritize, and process work to ensure that deadlines are met; organize and manage multiple assignments and priorities.
Develop, prepare, and present training materials and related documentation to be used on an individual basis and in a classroom setting.
Understand designated software uses and applications in relation to assigned department’s goals and processes; learn and utilize specialized terminology if needed by the specific assignment.
Assist in planning and evaluating new systems and equipment.
Provide on-call service during off-hours, evenings, weekends and holidays.
Work with various cultural and ethnic groups, customers, co-workers and supervisors in a respectful, tactful and effective manner.
Communicate technical issues to individuals with varying degrees of computer familiarity.
Maintain the confidentiality of information encountered in the course of work.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.