Applications Specialist III

About the Role

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

Essential Functions

• Under general supervision, review, plan, 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.
• Answer the help desk phone, create new or update existing tickets, and respond 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 and routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Physical Demands

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 include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Schedule

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 3:00 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.

Required Qualifications

• 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 Qualifications

• 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+)