IT professional

About the role

We are seeking a motivated Entry-Level IT Professional - Application Support & QA to support the Detroit Water & Sewerage Department (DWSD) in providing first-level technical support for enterprise applications and business systems.

Responsibilities

• Provide first-level technical support for enterprise applications and business systems.
• Troubleshoot and resolve application-level software issues and user-reported incidents.
• Aid internal users with technical support requests and application-related inquiries.
• Create, configure, modify, and maintain user accounts and access permissions.
• Support application testing activities, including functional testing, integration testing, and User Acceptance Testing (UAT).
• Assist in documenting software defects, test results, and issue resolution activities.
• Support deployment of application enhancements and software updates.
• Perform basic SQL queries to validate application data and troubleshoot issues.
• Afford assistance with application configuration, system monitoring, and routine maintenance activities.
• Support infrastructure maintenance and routine operational tasks.
• Document technical procedures, user guides, and support activities.
• Escalate complex technical issues to senior technical staff when appropriate.
• Collaborate with DWSD staff and project teams to ensure timely issue resolution.
• Participate in knowledge transfer sessions and technical training activities.
• Provide accurate and timely status updates on assigned tasks.
• Follow established IT policies, security standards, and operational procedures.

Requirements

• Basic understanding of Windows operating systems and enterprise IT environments.
• Basic knowledge of SQL and relational databases.
• Familiarity with application troubleshooting techniques.
• Understanding of software testing concepts and quality assurance practices.
• Basic knowledge of user account administration and access management.
• Familiarity with Microsoft Office applications.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to learn new technologies and adapt to changing technical environments.
• Ability to work effectively in a collaborative team environment.
• Strong organizational and time management skills.
• Understanding of basic networking and IT infrastructure concepts is desirable.
• Exposure to enterprise applications or help desk support is preferred but not required.

Qualifications

• Currently enrolled in the third year of a Bachelor's degree program or a recent graduate from an accredited college or university in: Computer Science, Information Systems Engineering, Business, or another related scientific or technical discipline.
• No prior professional experience is required. Internship, academic projects, campus IT support, or hands-on technical experience is considered an advantage.

Skills

• Basic understanding of Windows operating systems and enterprise IT environments.
• Basic knowledge of SQL and relational databases.
• Familiarity with application troubleshooting techniques.
• Understanding of software testing concepts and quality assurance practices.
• Basic knowledge of user account administration and access management.
• Familiarity with Microsoft Office applications.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to learn new technologies and adapt to changing technical environments.
• Ability to work effectively in a collaborative team environment.
• Strong organizational and time management skills.
• Understanding of basic networking and IT infrastructure concepts is desirable.
• Exposure to enterprise applications or help desk support is preferred but not required.

Deliverables & Performance Expectations

• Provide timely and effective first-level application support.
• Accurately troubleshoot and resolve application-related issues or escalate them appropriately.
• Succesfully create and maintain user accounts and access permissions.
• Support software testing and quality assurance activities with accurate documentation.
• Afford assistance with application configuration, system monitoring, and routine maintenance activities.
• Support infrastructure maintenance and routine operational tasks.
• Document technical procedures, user guides, and support activities.
• Escalate complex technical issues to senior technical staff when appropriate.
• Collaborate with DWSD staff and project teams to ensure timely issue resolution.
• Participate in knowledge transfer sessions and technical training activities.
• Provide accurate and timely status updates on assigned tasks.
• Follow established IT policies, security standards, and operational procedures.