Applications Support Specialist

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General Description

The purpose of this class is to provide technical and functional support, administration, configuration, and maintenance for assigned enterprise, departmental, and line-of-business applications. The position troubleshoots application issues and service requests, performs routine system administration and configuration activities, assists with application implementations, upgrades, testing, and enhancements, and provides support to County departments in the effective use of business applications. The position works within established procedures and technical standards and escalates complex application, integration, data, or system issues to senior technical staff as appropriate.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this class.  Management may assign additional functions related to the type of work of the class as necessary.

• Provides technical and functional support, administration, configuration, maintenance, and troubleshooting for assigned enterprise, departmental, and line-of-business applications.
• Receives, investigates, and resolves application incidents, service requests, and user-reported issues.  Escalates complex or unresolved problems to senior technical staff, vendors, or other appropriate resources.
• Manages assigned incidents, service requests, and application support work through the departmental ticketing system.  Completes work in accordance with established priorities and service level expectations.
• Performs routine application configuration and administration activities, including user and access administration, system settings, workflows, reference data, forms, reports, and other application components within assigned areas of responsibility.
• Assists County departments with application functionality and use; gathers information regarding reported issues and operational needs and helps identify appropriate application configurations or solutions.
• Tests application configurations, fixes, patches, upgrades, and enhancements; documents test results and performs post-implementation follow-up to verify successful resolution or operation.
• Assists senior technical staff with application implementations, upgrades, migrations, enhancements, and other technology initiatives, including configuration, testing, data validation, documentation, deployment, and transition to operational support.
• Works with software vendors and service providers to report and troubleshoot application issues, coordinate support activities, obtain information, and assist with resolution of technical problems.
• Uses available application tools, reporting tools, database/query tools, logs, documentation, and other technical resources to investigate issues and support assigned applications within the employee's level of knowledge and responsibility.
• Maintains application documentation, support procedures, knowledge articles, configuration information, user instructions, and other records necessary to effectively support assigned applications.
• Communicates application issues, planned changes, service interruptions, resolutions, and other relevant information to County employees and Information Technology staff as appropriate.
• Performs application changes and support activities in accordance with established change management, cybersecurity, access control, testing, documentation, and technology governance requirements.
• Collaborates with other Applications staff and IT functions to troubleshoot issues, support technology initiatives, and ensure effective delivery of application services.
• Performs related work as assigned.

Minimum Education and Experience Requirements:

• Requires Bachelor's degree in information technology, computer science, information systems, or a closely related field; or an equivalent combination of education, training, and experience.
• Requires one year of experience in business application support, application administration, information technology support, systems analysis, or a closely related field.
•  Experience in one or more of the following areas is preferred:

· Enterprise, departmental, or line-of-business application support or administration.

· Application configuration, workflow, or system administration.

· Relational databases, database query tools, or basic SQL.

· Application testing, upgrades, implementations, or lifecycle support.

· Reporting, data analysis, or business intelligence tools.

· User administration, application security, or access controls.

· IT service management, ticketing, or incident and service request management.

·Technical documentation, knowledge management, or end-user application support.

• Requires effective analytical, problem-solving, communication, documentation, and customer service skills.

Physical Demands/Work Environment:

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

The work is primarily performed in an office environment and requires prolonged periods of sitting and use of computers and other standard office equipment. The employee may occasionally stand, walk, bend, stoop, reach, and lift or move equipment or materials weighing up to 25 pounds.

The position may require travel between County facilities and occasional work outside of normal business hours to support system implementations, upgrades, maintenance activities, or operational needs.

Emergency Preparedness Tier Level:  3

Special Certifications and Licenses:

Valid TX Driver’s License

 Must maintain CJIS compliance

Department: Information Technology

Salary: $51,572.00

The County of Galveston is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, sex, sexual orientation, age, disability, gender identity or expression, genetic information, veteran status or any other characteristic protected by law.