The Application Support Specialist is responsible for providing application support to InformData covering but not limited to InformData's Applications, Database Queries, Onboarding of new clients and vendors, troubleshooting reported bugs, creating Microsoft SQL Scripts, and documenting steps used to resolve issues. The Application Support Specialist utilizes the IT ticketing system to receive and communicate on incoming incidents and requests from the Support queues. The Application Support Specialist is expected to be familiar with the other departments' functions and intricacies to properly understand and translate their needs to other IT Teams. The Application Support Specialist works to strengthen these interdepartmental relationships through proper coordination, communication, planning, and by frequently serving as a technical resource in meetings.
Duties and Responsibilities
Works on the Application support team to receive and resolve incidents and requests that come in via the InformData IT Ticketing Software
Work Application phone system providing support to the company
Conducts observations/shadowing of other teams to identify and implement use of technologies to better their processes
Occasionally attends regular/project meetings to provide technical insight
Investigates bug tickets providing resolution when possible otherwise documenting issue thoroughly before escalating issue to Engineering
Assists in the proper configuration of clients' integrations
Upholds the image of Application Support by use of superior communication and technical writing skills
Provides updates and general communication within the organization in times of crisis related to application issues
Monitors InformData Applications for order errors
Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.
Obtained or is pursuing a degree in Computer Science/Information Technology or has equivalent work experience
1+ years of experience with technical/integration support
1+ years of experience working with Microsoft SQL reading and writing queries
1+ years of experience in supporting software applications
1+ years of experience working closely with a software engineering team
1+ years of experience with .NET
Demonstrated experience working in a position where communication plays a vital role
An aptitude to learning new technologies to support business requirements
Must have strong organizational skills, communication skills, and time management skills
Must be able to multi-task
Must have the ability to properly identify incoming tasks of the highest priority and communicate accordingly
Must have the ability to encourage and educate users while exemplifying confidence, control, empathy, patience, and a passionate understanding of the corporate and departmental missions
Must be able to pass a comprehensive background check
Display problem solving skills and critical thinking skills
This position requires the incumbent to work indoors at a desk for extended periods of time and use of workstation.
The person must be able to comprehend and follow/lead work instructions in a fast-paced, team environment.
This position requires the ability to interact with all levels within and outside of the organization and requires the ability to respond professionally to all individuals and work well as a team player.
This position may be requested to work overtime on occasion to meet company objectives.
Must be able to remain in a stationary position for extended periods of time
Must be able to occasionally move about the office to access office equipment, etc.
Must be able to constantly operate office equipment such as a keyboard, phone, computer, copier, fax machine and printer, etc.
Must be able to frequently communicate with and listen to other InformData employees
Must be able to occasionally move, bend, lift, push, pull and carry no more than 50 pounds
Must be able to view multiple monitors for extended periods of time and visually determine accuracy, details and transcribe date in close proximity of computer software
The essential functions of the job may or may not have been described fully in this job description. Consistent with the Americans with Disabilities Act (ADA), it is the policy of InformData to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.
InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.