Application Support Analyst II

Job description

DescriptionJobPurpose: Deliversupport to end users in the unit about how to use various types of softwareprograms efficiently and effectively. This includes troubleshootingapplications and software. Participate in the design, delivery, and improvementof in-house software applications training programs and related courseware.


  • Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. Provide Tier 1 and Tier 2 application support.
  • 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.
  • 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.
  • Participate in the design, development, and delivery of software applications training programs and individual classes.
  • Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc. as directed.
  • Perform other related duties as assigned.
  • BasicQualifications:

  • Education: Bachelors degree in computer science, information systems, or related field, or equivalent combination of education and experience.
  • Work Experience: Two to three years 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; 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, oral, and interpersonal skills; experience working in a team-oriented, collaborative environment.

  • QualificationsPreferredQualifications:

  • Preferred Education: N/A
  • Preferred Work Experience: Three to Four years related financials experience
  • Preferred Certifications: N/A
  • Preferred Skills: Experience supporting a Document Imaging Software System (paper documents turned into scanned images) such as Perceptive Content (previously Perceptive ImageNow/ Lexmark). Ability to build and edit complex electronic document workflow processes, as well as, evaluate, review and edit scripts to support document movement through an electronic workflow process. Proficiency in installing software, setting up scanners and troubleshooting technical problems is preferred. Knowledge of Windows servers, services and log files; this position requires a general understanding of assigning role security to users for permission based access. This position is also responsible for the initial desktop support troubleshooting for the department and will liaison with our computer support representatives. This will include getting computers inventoried into the system and imaged by our help desk. The ability to troubleshoot access and IT related errors for applications is helpful. 
  • AdditionalInformation: OTHERVARIABLES: Occasional travel between training locations required; sitting forextended periods of time; dexterity of hands and fingers to operate a computerkeyboard, mouse, power tools, and to handle other computer components; liftingand transporting of moderately heavy objects, such as computers andperipherals.

     Impact& Influence: This position will interact on a consistent basis with: Users ofassigned software applications internal and external to unit, central IT officestaff, contractors and vendors. This position typically will advise andcounsel: Users, IT staff, contractors and vendors. This position willsupervise: N/A.

    Job: Information Technology
    Primary Location: Georgia-Atlanta
    Organization: Business Services
    Job Posting: Aug 15, 2019, 9:33:01 AM
    Schedule: Full-time




    Diversity Profile: University



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    Job No:
    Posted: 8/16/2019
    Application Due: 9/6/2019
    Work Type: