Application Support Specialist

The Office of Management and Enterprise Services, Information Services Division is seeking an experienced Application Support Specialist.  This is a full-time, unclassified position in state government and will be eligible for a generous total rewards package. Benefits include medical, dental, life, and disability insurance products as well as defined benefit and defined contribution retirement plans.  Employees earn three weeks paid annual and three weeks sick leave in the first year as well as enjoy 11 paid holidays annually, flexible work hours, comp time, longevity pay and tuition reimbursement.
 
Position Purpose:
The individual in this position will provide superior customer service to the user community and internal support staff. Person must respond quickly to phone calls; update CRM cases and either solve the case or contact the appropriate support group for resolution. This position participates in developing and maintaining the application software package including defining and creating management and internal reports. This position also maintains the Solutions Database and is responsible for the overall integrity of the system. Good interpersonal and organizational skills are essential.  An understanding of technical principles, theories, concepts and technologies is required.
   
Principal Responsibilities: 
• Support the technical staff on software related issues.
• Develop training materials and provide training to Functional, and Support Personnel.
• Maintain and ensure the accuracy of the Solutions Database.
• Create reports and custom queries for use by the support personnel. 
• Work to resolve all technical Trouble Tickets.  Increase each year the percentage of cases resolved.
• Suggest system and process improvements for the support functions.
• Other assigned duties.

Supervisory Responsibilities:
This position does not require supervisory responsibilities. 

Minimum Qualifications:
Two years of professional-level experience as a customer service or support technician, a Bachelor’s Degree (B.A./B.S.) in Computer Sciences, Business, Engineering or related discipline with an information technology focus is a plus, OR an equivalent combination of education and experience is required.  
Preferential treatment may be given to those with any the following expertise:  PeopleSoft CRM knowledge, management experience.

Communication Skills:
This position must demonstrate the ability to work effectively with vendors, customers, agency staff and other state agency staffs in both verbal and written communications.