Application Support Technician

Application Support TechnicianPrint SubscribeClass TitleApplication Support TechnicianClass Code1564Salary$71,510.40 - $100,588.80 Annually+ Definition+ BenefitsClassification Description SummaryUnder general supervision, provides application support to end users within a department or division; provides information and instruction on how to use department software programs efficiently and effectively in fulfilling the department or division business objectives; troubleshoots applications and software for internal customers; assists in the design, delivery, and improvement of departmental specific software applications, training programs and related courseware; and performs a variety of clerical tasks relative to assigned area of responsibility.Essential FunctionsThe following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.Create and deploy feedback mechanisms for end users; analyze results, make recommendations for support process improvement, and implement changes.Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other department/division critical systems; maintain accurate records and reports.Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.Perform hands-on repairs at the desktop level including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Record, track, and document the problem-solving process including all successful and unsuccessful decisions made and actions taken; evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.Communicate application problems and issues to key stakeholders and technology staff including management, development teams, end users, and unit leaders.Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.Maintain and enhance performance of all new and existing software and applications across the department/division.Develop, prepare, and modify reports, forms and other appropriate technical data.Update and maintain website pages relative to area of responsibility; assist in the design and development of new web pages; assist general public and other internal users with the location and use of information contained in assigned portion of the website.Coordinate with department heads to assess departmental application training needs and objectives; participate in the design, development, and delivery of software applications training programs and individual classes.Post software updates, drivers, knowledge bases, and frequently asked questions resources on the intranet to assist in problem resolution; respond to questions and inquiries from the general public, other agencies, and internal staff regarding application and website information and use.Provide support and reports to other City departments as well as to outside agencies and individuals including to newspapers and state and federal agencies.Provide support for the testing of new and existing software applications under development or consideration for purchase; conduct research into software application products and services in support of development and purchasing efforts.Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on; apply diagnostic utilities to aid in troubleshooting.Perform related duties as required.Minimum QualificationsThe following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.Knowledge of:Basic theories and applications of computer science and information systems.Principles of troubleshooting, methodologies, and issue resolution techniques.Principles of software applications, tools and techniques.Trends in technology relating to software applications.Department/division organization's goals and objectives.Basic website design and development.Principles and practices of effective customer service.Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.Principles and procedures of record keeping.Pertinent federal, state and local laws, codes and regulations.Ability to:Identify problems and develop corrective solutions.Identify and learn appropriate software applications used and supported by the department or division.Develop and present training programs in a user friendly manner.Provide training in one-on-one and groups settings.Develop and interpret technical documentation for training and end user procedures.Adapt to changing technologies and learn functionality of new equipment and systems.Respond to requests and inquiries from the general public.Develop, create and modify reports and technical data.Maintain accurate and complete records and files.Work cooperatively in a group setting.Work independently in the absence of supervision.Work in a team based environment to achieve common goals.Coordinate multiple projects and complex tasks simultaneously.Meet the physical requirements to safely and effectively perform the assigned duties.Communicate clearly and concisely, both orally and in writing.Establish and maintain effective working relationships with those contacted in the course of work.Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:Education/Training:Equivalent to completion of the twelfth grade supplemented by college level course work in computer science, information systems, or a closely related field.Experience:Three years of increasingly responsible computer and network support experience.License or Certificate:Possession of an appropriate, valid driver's license.Supplemental InformationPHYSICAL DEMANDS AND WORKING ENVIRONMENTThe conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.Environment: Work is performed primarily in a standard office setting.Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.Other RequirementsLocal 39 Non-SupervisoryG25Last Update: 08/2019JD 11/2018Please use this Health and Welfare Benefit Link (http://www.reno.gov/government/departments/human-resources/benefits) to learn more about the City of Reno's great employee benefit plans and wellness programs.SubscribePlease verify your email address Verify Email