Application Support Specialist

Educational Service Unit 10•Kearney, NE

About The Position

The Application Support Specialist’s role is to deliver training and support to end users and IT personnel within the organization or school districts in using applications to fulfill objectives efficiently and effectively. This includes troubleshooting issues for all end users including teachers, administrators, and IT personnel. The Application Support Specialist is also responsible for assisting in the design, delivery, and improvement of training sessions and curating and developing support materials and resources. Proven communication skills, problem-solving skills, and knowledge of application administration best practices are critical to successful performance in this role.

Requirements

College diploma or university degree and two years’ experience with supported applications.
Certifications in supported applications and related software and system components.
In-depth, hands-on knowledge of and experience with administering and integrating applications in an educational environment.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Ability to develop and interpret technical documentation for training and application support procedures.
Ability to effectively prioritize and execute tasks in a service-oriented environment.
Knowledge of trends in technology relating to software applications.
Experience with utilizing systems for problem tracking and resolution.
Good understanding of the organization’s goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Responsibilities

Keep apprised of changes and upcoming developments related to supported applications.
Field incoming problem tickets from end users to resolve application and software issues.
Document all pertinent support information and nature of problem or issue within the organization’s ticket system.
Perform hands-on fixes including installing and upgrading software.
Perform or assist in the coordination of installation and configuring applications and scheduling backups, upgrades, or migrations.
Communicate application problems and issues to key stakeholders, including end users, development teams, support teams, and team leaders.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Publish software updates, knowledge bases, and frequently asked questions resources on support sites to assist in problem resolution.
Perform preventative maintenance, including the installation of service packs, upgrades, patches, hot fixes, and so on.
Curate, design, develop, and deliver training programs and individual workshops as determined by the needs of customers.
Present instructor-led training sessions using a variety of delivery methods.
Develop and review training materials, documentation and support resources and continually keep them up to date.
Create and communicate training schedules in consultation with other trainers and team members.
Track training and workshop participation and registration status using workshops.
Create and administer training event feedback mechanisms.
Analyze results, make recommendations for training improvement, and integrate changes in curriculum and/or support resources.
Adhere to regular and dependable attendance.
Other duties as assigned.