Information Technology Application Technician I

About the role

Provides technical support to Computer\Network and software users by performing the following duties.

Responsibilities

• 45% Daily Operations:
  • Resolving simple and basic support issues.
  • Documenting and tracking support issues using helpdesk application.
  • Monitoring Zendesk helpdesk and incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with software and other computer-related technologies.
  • Evaluates and prioritizes projects and support issues.
  • Learning all IT Department standards and procedures.
• 35% Application/Software Support:
  • Aiding with the installation, configuration, or tuning of systems.
  • Providing reports and data queries to management, users, vendors, and other partners as needed.
  • Offering technical support and troubleshooting assistance on software application related issues.
  • Aiding with application upgrades and maintenance and coordinating with users and vendors as needed.
  • Communicating with application vendors to resolve issues.
  • Evaluating new software versions.
• 10% Special Projects: Completes special projects as directed by Manager.
• 10% Determination: Displays commitment and initiative to meet department and agency education goals as set forth in the organizations education program.

Requirements

• Education and/or Experience: At least one year of related IT experience and/or training; or equivalent combination of education and experience.

• Certifications: Must be able to obtain designations and certification as set forth by the organization’s education plan.