What are the responsibilities and job description for the Application Support Representative 0425-0003 position at Erie 1 BOCES?
Location:
Erie 1 BOCES
Management Services
E1B Education Campus
West Seneca, NY
Hourly Salary:
$24.98
Hours:
6:00AM-2:00PM
General Responsibilities
- The successful candidate must be an initiative-taking, team member who is capable of learning, supporting, and training school district employees on Management Services supported software applications.
- The ideal candidate should have a good working knowledge of Microsoft Office tools especially Excel and be able to move data between applications, using import/export functionality within the software. He/she must have good oral and written communication skills and be able to work with Management Services staff in a team environment, with district employees and vendor support personnel. The candidate will establish and maintain positive working relationships with all parties and will place customer satisfaction as a number one priority.
- Activities include day-to-day operation of one or both automated placement service(s) for substitutes.
Automated Placement Services - Application and Training Support Duties
- Responsible for the development of a new or modification of a district's automated placement system, including but not limited to, creating tables such as schools, reference data, absence reasons, approver processes, employee contracts, school calendars, absence attendance balances, and entering employee data through imports or manual entry.
- Maintain database for district's detailed records including demographic, skill levels and NYS certification (per specific district requirements); may need to convert data from an existing HR system during implementation of assigned software.
- Monitor the automated service, checks messages and may need to improve or modify current processes.
- Provide on-call day-to-day telephone or email support to district employees for one or both assigned automated placement software services, including Absence Management and/or Red Rover K12.
- Provide technical support to one or more end users including employees, principals/secretaries, district office administrators and substitutes; *This may be an ongoing day-to-day function in helping the end-user understand how to use the application or system and help solve any issues.
- Assess and examine software application issues, questions and/or concerns for school district clients. This may include using communication skills, both verbal and written with vendor support personnel in addition to the district personnel including live chat with vendor(s); performing quality control testing of software enhancements and/or software fixes.
- Create custom static reports such as a snapshot of trends, data, and information for a predetermined period real-time reporting in the most current form or up-to-the-minute data and relaying this information to the school administrators as it happens.
- Provide school district training, one-on-one, small, and large group training on all assigned software applications (training(s) may require regional travel and/or virtual instruction); create detailed guides for end users. *Trainings may be an ongoing day-to-day function - helping the end-user understand how to use the application and/or solve any issues.
Substitute Coordination and Recruiting Services Duties
Support the implementation to recruit and vet prospective job seeking candidates for school districts
- Prepare and analyze survey results disseminated to WNY and other neighboring school district administrators including HR and Business School Officials
- Assist and organize job fairs and/or hiring events
- Manage application platforms including, but not limited to, Facebook, Monster, really, LinkedIn, Craigslist, Bees, Hamburg Sun, and others
- Process job applications by identifying suitable candidates to forward to next step
- Schedule interviews
Internal Duties
- Provide backup for other team members
- Inform supervisor of deviations from approved schedules
- Maintain strict confidentiality
- Perform other duties as directed by supervisor
Job Qualifications
Desired Qualifications:
Detail-Oriented
- Strong attention to accuracy and thoroughness in managing data, reports, and software configurations.
- Ability to maintain organized records and ensure compliance with district-specific requirements.
Technical Proficiency
- Solid understanding of Microsoft Office, particularly Excel, with experience in data import/export between applications.
- Familiarity with automated placement software such as Absence Management and Red Rover K12 is a plus.
Customer Support & Communication
- Excellent verbal and written communication skills to support district employees and troubleshoot software-related issues.
- Ability to explain technical concepts to non-technical users.
Training & Presentation Skills
- Experience conducting training sessions, both in-person and virtual, for small and large groups.
- Ability to create user-friendly training materials and guides
Team Collaboration
- Proven ability to work effectively within a team, providing backup support and sharing knowledge with colleagues.
- Strong interpersonal skills to establish and maintain positive working relationships with district employees and vendors.
Minimum Civil Service Qualifications:
Must hold permanent status as Application Support Representative; or must be reachable on the current Application Support Representative Civil Service list,
OR must meet minimum qualifications for provisional* appointment as follows:
A) Graduation from a regionally accredited or New York State registered college or university with a Bachelor's Degree and one (1) year of information technology experience involving delivery of technology customer service and software application support; or;
B) Graduation from a regionally accredited or New York State registered college or university with an Associate's Degree and three (3) years of information technology experience involving delivery of technology customer service and software application support; or;
C) Graduation from high school or possession of a high school equivalency diploma and five (5) years of information technology experience involving delivery of technology customer service and software application support; or;
D) An equivalent combination of training and experience as defined by the limits of (A), (B) and (C).
APPLICATIONS WILL BE ACCEPTED THROUGH APRIL 14, 2025
Position Start Date:04/14/2025
Application Deadline:04/14/2025
Civil Service Title: Application Support Representative
Job Number: 0425-0003
Salary : $25
