Application Support Specialist

Overview

The agency is embarking on a data modernization initiative to accelerate its data strategy. During the COVID-19 pandemic, data was the lifeblood of the agency’s response to making informed data-driven decisions and policies that directly impact the lives of New Yorkers. These included operational data in their vaccination campaign at the Vaccine Hubs, distribution strategy throughout the city’s vaccine infrastructure, as well as health equity data breaking down lab tests, positive cases, hospitalizations, deaths, and vaccination rates by age, place, and race. The agency is now focusing on building up foundational technology capabilities within the Division of Information Technology, including increasing capacity, knowledge, and experience with Azure cloud technologies within the broader NYC cloud and cybersecurity infrastructure, all within the context of public health.

Job Duties

• Provide first and second-line support for software applications (eVital and others), assisting users with functionality, access, and troubleshooting.
• Diagnose, troubleshoot, and resolve application-related issues, escalating complex problems to higher-tier support or relevant development teams when necessary.
• Guide users through application workflows, clearly explaining technical concepts in an understandable manner.
• Create and maintain user guides, FAQs, and training materials to improve self-service capabilities.
• Identify recurring application issues and recommend improvements to development and product teams.
• Participate in testing application updates and new features to ensure readiness for rollout.
• Ensure a high level of customer satisfaction by providing clear, empathetic, and solution-oriented support.
• Follow IT support best practices, SLAs, and security/compliance policies.

Qualifications and Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.
• 2+ years of experience supporting enterprise software applications (technical support, application support, or help desk with a software focus).
• Strong proficiency in troubleshooting application issues, user access, and common business software.
• Familiarity with SQL, databases, or system integrations a plus.
• Experience with ticketing systems and remote support tools.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong analytical and problem-solving skills.
• Customer-focused with patience and empathy in user interactions.
• Able to work independently and collaboratively.
• Strong organizational skills and attention to detail.