Specialist, Applications Support

Lee County Public Schools•Fort Myers, FL

3d•$28

About The Position

Provide second tier support for the resolution and appropriate use of Enterprise systems. Serve as a liaison with software vendors or in accessing on-line technical support in the resolution of technical issues. Troubleshoot, research, diagnose, document, and coordinate resolution of technical issues surrounding current industry standard operating systems, productivity software, Internet connectivity, and hardware/peripheral equipment. Engage senior support staff as necessary to resolve issues. Document, track, resolve, and report on problems and work orders using a web-based ticket management system. Modify user accounts using Active Directory or related tools, and make changes to file management systems. Use remote assistance tools to help troubleshoot and resolve issues when necessary. Apply advanced diagnostic techniques to identify problems, investigate causes, and implement solutions. Maintain current knowledge of relevant technologies. Identify software defects and inefficiencies and collaborate with engineering teams to improve product and service quality. Maintain the confidentiality of records and District information in accordance with accepted professional ethics and state and federal laws. Complete and maintain industry and manufacturer specific technical certifications related to position. Utilize common industry and organizational tools for project management, technical support documentation, and communication. Participate in special projects as required. Revised: 07/28/23

Requirements

Associate’s degree from an accredited institution.
One (1) year of experience in enterprise information technology support and management.
Valid Florida driver’s license.
Clear and concise oral and written communication skills; organizational and management skills.
Knowledge of pertinent regulations, policies, and procedures for the functional area of assignment.
Knowledge of HIPAA, Public Records, Sunshine Law, FERPA, and other laws/regulations related to student and employee privacy, public information, and records retention.
Knowledge of and experience with industry-standard equipment, materials, practices, computers, and applications.
Ability to assist and coordinate personnel in a manner conducive to full performance and high morale.
Ability to professionally and effectively respond to customer needs and requests for service or assistance.
Ability to safely operate a motor vehicle up to and including large vans or (non-CDL) delivery trucks.
Ability to efficiently work independently with minimal direction or direct oversight.

Nice To Haves

Bachelor’s degree in information systems, computer engineering, or a related field
Three (3) years of experience in enterprise information technology support and management.
Industry certification.
Relevant work experience or education may be substituted to satisfy minimum qualifications.

Responsibilities

Provide second tier support for the resolution and appropriate use of Enterprise systems.
Serve as a liaison with software vendors or in accessing on-line technical support in the resolution of technical issues.
Troubleshoot, research, diagnose, document, and coordinate resolution of technical issues surrounding current industry standard operating systems, productivity software, Internet connectivity, and hardware/peripheral equipment.
Engage senior support staff as necessary to resolve issues.
Document, track, resolve, and report on problems and work orders using a web-based ticket management system.
Modify user accounts using Active Directory or related tools, and make changes to file management systems.
Use remote assistance tools to help troubleshoot and resolve issues when necessary.
Apply advanced diagnostic techniques to identify problems, investigate causes, and implement solutions.
Maintain current knowledge of relevant technologies.
Identify software defects and inefficiencies and collaborate with engineering teams to improve product and service quality.
Maintain the confidentiality of records and District information in accordance with accepted professional ethics and state and federal laws.
Complete and maintain industry and manufacturer specific technical certifications related to position.
Utilize common industry and organizational tools for project management, technical support documentation, and communication.
Participate in special projects as required.