To oversee and provide the most difficult or complex technical and functional support to users of application software within an assigned department; to act in a lead capacity by assigning, reviewing and coordinating the work of assigned Software Application Support Specialists; and to serve as first point of contact with respect to questions regarding applicable policies, procedures laws and regulations.
This is the advanced journey level class in the Software Application Support Specialist series. Positions at this level are distinguished from the journey level class within the series by the level of responsibility assumed and the oversight of subordinate Software Application Support Specialist staff. Employees at this level are required to be fully trained in all procedures related to the assigned application system.
SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from an assigned supervisor.
Exercises technical and functional supervision over technical and clerical staff.
EXAMPLES OF ESSENTIAL DUTIES
Duties may include, but are not limited to, the following:
Assign, review and coordinate work performed by subordinate Software Application Support Specialists.
Track and report to supervisory staff on the performance, progress and training needs of employees; orient and participate in the training of subordinate staff.
Conduct audits and quality control of assigned system.
Oversee the development and presentation of staff 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.
Assist subordinate staff in resolving issues with a particular application where detailed knowledge of the specific application is required; function as a technical subject matter expert assisting staff in the interpretation of system requirements and applicable regulations.
Troubleshoot assigned applications and/or systems to ensure functional operation; modify system tables, screens, etc.; develop system workarounds as necessary.
Prepare modifications to software application policy and procedure manuals and related directives for distribution to users.
Participate on committees and task forces; attends meetings, conferences and training sessions.
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.
Oversee the preparation data maintenance documents and follow up to ensure completion; prepare information recovery plan.
Oversee routine applications support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords and performing file maintenance; sets up basic user access permissions consistent with County policies and procedures.
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.
When assigned to support a statewide system, evaluate upcoming changes to programs, regulations or the system; identify potential impacts on current County system and/or processes, provide input on necessary revisions, and facilitate implementing changes.
Oversee application software maintenance duties, data compaction procedures, disk scanning, and virus screening; oversee the installation and testing of software application patches and upgrades.
Perform specialized assignments or projects as determined by the needs of the department.
Build and maintain positive working relationships with co-workers, other County employees, and the public using principles of good customer service.
Provide after hours technology support as assigned.
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:
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:
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.
KNOWLEDGE, SKILLS, AND ABILITIES
Principles and practices of leadership, motivation, team building and conflict resolution.
Principles and practices of effective lead supervision, including training staff and the assignment and review of work.
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.
Advanced principles and practices of customer service.
Act in a lead capacity over assigned staff assigned to provide technical and functional support to users of application software and/or enterprise systems within an assigned department; respond to staff questions regarding system requirements, laws, regulations, and department policies and procedures.
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.
Work independently in the absence of direct supervision; effectively prioritize work and apply sound time management principles.
Draw logical conclusions and make proper recommendations.
Analyze situations quickly and objectively and to determine proper course of action.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.