Application Support Analyst II (Salesforce- Remote/Onsite Hybrid) Location:
Atlanta, Georgia Regular/Temporary:
Regular Full/Part Time:
Full-Time Job ID:
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
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
Bachelor's Degree in computer science, information systems, or related field, or equivalent combination of education and 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.
Two to three years of job related experience
Preferred Skills: Three to five years working with Salesforce as an administrator of something similar.
Preferred Certifications: Any of the following ceritications are preferred:
Salesforce Certified Sales Cloud Consultant
Salesforce Certified Platform App Builder
Salesforce Certified Advanced Administrator
Salesforce Certified Administrator
Salesforce Certified Marketing Cloud Email Specialist
Salesforce Certified Education Cloud Consultant
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.