Job Title: Application Support Analyst II
Location: Atlanta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 223157
Department Information

Georgia Tech Professional Education (GTPE), is an academic division of the Georgia Institute of Technology, a top 10 ranked public university. Providing continuing education for more than a century, and learning at a distance for over 40 years, we enable working professionals and industry partners to access the expertise of a world-renowned research university. We offer professional development courses, certificate programs, and master's degrees to career-focused adults in STEM and business fields worldwide. Our programs are designed to position professionals to deliver immediate workplace impact using knowledge and skills learned from Georgia Tech's faculty experts and each other. Learners can also take Georgia Tech's Massive Open Online Courses (MOOCs), which are produced by GTPE. We deliver programs in a variety of formats including face-to-face, online, and hybrid, to suit the diverse needs of working professionals. GTPE also administers K-12 outreach and English as a Second Language (ESL) programs, and manages learning-centered meeting and conference facilities in Atlanta and Savannah.

The GTPE Technology Services team consists of a 16-person geographically dispersed diverse workforce, operating within multiple functional subgroups (e.g. Helpdesk, DevOps, and Academic Support). This position will be part of the 7-person Service Delivery team consisting of both infrastructure support and software analyst/development staff and student assistants. Continuous rapid technology adoption and the overall growth of our organization keeps our team busy. Our team dynamics and exposure to a wide range of exciting enterprise projects, technologies, and process frameworks makes the work very satisfying. There are tremendous learning and networking opportunities, both on this team and throughout the Institute. As part of our lifelong learning organization at GT, we are looking for team members who want to continuously learn and grow with us. Come work with us and join the fun!

• Interviews will be virtual
• Work can be performed either remote or in-person (once the pandemic settles).
• Finalists may be asked to provide samples of work and/or complete a test or exercise to reinforce one’s level of knowledge and skill

Job Summary 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. Participate in the design, delivery, and improvement of in-house software applications training programs and related courseware. 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

Responsibilities

Job Duty 1 -
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.

Job Duty 2 -
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.

Job Duty 3 -
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.

Job Duty 4 -
Research software application products and services in support of development and purchasing efforts.

Job Duty 5 -
Test new and existing software applications under development or consideration for purchase.

Job Duty 6 -
Participate in the design, development, and delivery of software applications training programs and individual classes.

Job Duty 7 -
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc. as directed.

Job Duty 8 -
Perform other duties as assigned

Required Qualifications Educational Requirements
Bachelor's Degree in computer science, information systems, or related field, or equivalent combination of education and experience

Required Experience
Two to three years of job related experience

Other Required Qualifications
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; fifting and transporting of moderately heavy objects, such as computers and peripherals.

Preferred Qualifications

Experienced in the development of Microsoft SharePoint and Teams (“Modern” sites)Experienced in the development of Microsoft Power Apps, Power Automate, Forms, and PlannerExperienced with systems integration and data exchange using ETL and integration toolsExperienced with enterprise process automationExperienced with designing/developing internal training courses and performing group trainingExposure to ITSM, ITIL, SDLC, DevOps, and PMP best practicesIncorporates Cyber Security best practices into daily routine

Knowledge, Skills, & Abilities

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.

Equal Employment Opportunity

Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests.