Application Support Analyst Sr

Job description

DescriptionJob Purpose: Deliver support to end users in the unit about how to use various types of software programs efficiently and effectively. This includes troubleshooting applications and software. Design, develop, and deliver training programs for software applications and related courseware. Provide technical guidance to junior team members. Major Responsibilities:

  • Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. Provide application support for escalated and complex issues.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
  • Research software application products and services in support of development and purchasing efforts.
  • Test new and existing software applications under development or consideration for purchase.
  • Coordinate with department heads to assess departmental application training needs and objectives. Design, develop, and deliver software applications training programs and individual classes.
  • Determine needs and perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.
  • Other related duties as assigned.
  • Basic Qualifications:
  • Education: Bachelors degree in computer science, information systems, or related field, or equivalent combination of education and experience.
  • Work Experience: Three to four years of job related experience
  • Certifications: N/A
  • Skills: This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned; proven experience with troubleshooting principles, methodologies, and issue resolution techniques; broad knowledge of programming languages and techniques; ability to develop and interpret technical documentation for training and end user procedures; experience with building and maintaining databases for query and problem tracking; good analytical and problem-solving abilities; ability to present ideas in business-friendly and user-friendly language; very strong customer service orientation; excellent written, verbal, and interpersonal skills; experience working in a team-oriented, collaborative environment.

    QualificationsPreferred Qualifications:
  • Preferred Education:  Bachelor’s Degree in Computer Science or related field or equivalent combination of education and experience.
  • Preferred Work Experience: Experience in administering SCCM, Jamf, or SaltStack environments in an enterprise setting.
  • Preferred Certifications: MCSA in Windows 10/Server2016, SaltStack Certified Engineer, or Jamf Certified Admin.
  • Preferred Skills: Advanced troubleshooting skills in Windows, MacOS and/or Linux Operating systems; Fluency in at least one scripting language (PowerShell or Python preferred); Working knowledge of Operating System Deployment and Software Packaging Methodologies
  • Additional Information: OTHER VARIABLES: Occasional travel between training locations required; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components; lifting and transporting of moderately heavy objects, such as computers and peripherals. Impact & Influence: This position will interact on a consistent basis with: Users of assigned software applications internal and external to unit, central IT office staff, contractors and vendors. This position typically will advise and counsel: Users, IT staff, contractors and vendors. This position will supervise: NA

    Job: Information Technology
    Primary Location: Georgia-Atlanta
    Organization: Office of (OIT) Information Technology
    Job Posting: Jun 11, 2019, 12:13:35 PM
    Schedule: Full-time




    Diversity Profile: University



    View more

    Learn more on Inside Higher Ed's College Page for University

    Arrow pointing right
    Job No:
    Posted: 2/25/2019
    Application Due: 6/15/2019
    Work Type: