+--------------------------------------------------------------------------+ | CANDIDATE MUST BE A US CITIZEN TO BE CONSIDERED FOR THIS POSITION. | | | | Deliver support to end users in GTRI 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. | | | | The role provides challenging opportunities and ample room for critical | | thinking in creating extensible solutions that meet the unique needs of | | our teams while scaling out to support the daily needs of the entire | | organization | +--------------------------------------------------------------------------+ | 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 not be a supervisory position. | +--------------------------------------------------------------------------+ | KEY RESPONSIBILITIES: | | | | Duties may include but are not limited to: | | | | | | | | - 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. Streamline customer service procedures | | and guidelines. | | - Collaborate with customers, business analysts and cross-functional | | teams to develop innovative solutions to commonly occurring | | support issues. | | - 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. | | - Develop metrics to determine effectiveness of ESD applications. | | - Research software application products and services in support of | | development and purchasing efforts. | | - Participate in the design, development, and delivery of software | | applications training programs and individual classes. Including | | classroom and web-based training and instructional materials. | | Continuously update troubleshooting manuals and user guides as | | applications change. | | | | - Perform preventative maintenance, including the installation of | | service packs, patches, hot fixes, anti-virus software, etc. | | as directed. | | - Perform other related duties as assigned. | +--------------------------------------------------------------------------+ | EDUCATION, SPECIALIZED KNOWLEDGE AND EXPERIENCE: | | | | DEGREES REQUIRED FOR THIS JOB: Bachelor’s degree in computer science, | | information systems, or related field, or equivalent combination of | | education and experience | | YEARS OF EXPERIENCE REQUIRED FOR THIS JOB: Two to three years job | | related experience | +--------------------------------------------------------------------------+ | SPECIALIZED SKILLS REQUIRED FOR THIS JOB: | | | | - 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 (SQL query experience) | | - 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 | | - Basic knowledge and understanding of the software development cycle | | | | SPECIALIZED SKILLS PREFERRED: | | | | - Experience in using Atlassian Tools (Jira, Confluence, Jira Service | | Desk, etc.) | +--------------------------------------------------------------------------+
Required Skills Required Experience