Applications Specialist III

Applications Specialist

The Applications Specialist is a staff position that is primarily concerned with planning, installing and troubleshooting core updates. In addition, the Applications Update Technician II acts as initial or second-level contact for end-users. This role also plans, installs, and troubleshoots the most complex core updates.

Essential Functions

• Under general supervision, review, plan and install and troubleshoot core vendor updates in a call center environment.
• Troubleshoot complex client and server software environments while utilizing a high degree of attention to detail and precision.
• Answering the help desk phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate.
• Clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed.
• Follow defined procedures and policies to resolve recurring issues.
• Escalate or involve senior technicians on more sensitive or complex end-user problems.
• Perform related work as required.

Competencies

• Attention to Detail Problem Solving/Analysis.
• Communication Proficiency.
• Team Player.
• Work Independently.
• Time Management.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines. Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type and Expected Hours of Work

This is a full-time position. Hours of work and days are typically Sunday through Friday in one of the following timeslots: 6:00 a.m. to 3:00 p.m., 8:00 a.m. to 5:00 p.m.,3:00 p.m. to Midnight, or 7:00 p.m. to 3 a.m. Occasional deviations from these timeslots might be necessary depending on client or company needs. Frequent evening and weekend work may be required as job duties demand.

Travel

Infrequent travel is expected for this position.

Qualifications

Required Education and Experience

• Basic to intermediate understanding of troubleshooting methodology
• Basic understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.
• Basic understanding of principles and theories of network systems and management.
• Basic understanding of Internet technologies and products.
• Basic understanding of electrical safety procedures.
• At least one year of technical work experience or equivalent education.

Preferred Education and Experience

• Associate's (or higher) degree in computer science-related field.
• Two or more years of technical work experience.
• One or more relevant technical certifications (e.g., A+, Network+ and Security+).

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.