What are the responsibilities and job description for the Software / Application Support Technician position at Vital Services?
Summary: Vital Services is seeking a talented and experienced Software / Application Support Technician to join our growing Information Technology team. This is an extraordinary opportunity to be a part of, and play an integral role in, the expansion of our growing Application Support team!
As an IT Software / Application Support Technician, you will provide software application support for our internal and external users and customers. You will be responsible for communicating with the end user, analyzing and identifying solutions to problems and providing basic training for our business software applications. You will also assist our Development, Infrastructure and Helpdesk teams as needed.
Essential Duties and Responsibilities for the Software / Application Support Technician include the following:
- Monitor the ticketing system for application related issues and complete tasks or escalate issues in a timely manner.
- Provide thorough and friendly customer service to end users.
- Communicate clearly and professionally, both verbally and in writing, to various different audiences.
- Greet end users warmly and ascertain problem or reason for contacting helpdesk.
- Provide support and resolve problems to the end user’s satisfaction.
- Respond promptly to support requests outside ticketing system, properly documenting the issue raised by the customer in the appropriate manner.
- Ability to troubleshoot IT and application related issues over the phone, by email, or in person.
- Properly document issue resolution.
- Document internal procedures and manage knowledge base.
- Create users in business applications and modify security permissions where needed.
- Configure applications to accommodate customer’s new requirements.
- Test new configurations in applications.
- Test newly developed software solutions and reports for development team as required.
- Manage project tasks and provide updates as needed.
- Maintain a clean and organized work environment.
Qualifications for the Software / Application Support Technician:
- A minimum of 2 years of experience in an application support role.
- A minimum of 4 years of experience in a technical and customer support role.
- Associate’s or Bachelor’s Degree in Mathematics, Economics, Computer Science, or other quantitative degrees preferred.
- Strong knowledge of SQL, MS Excel, Power BI, and other Application Support tools.
- Knowledgeable and experienced with different data sources, such as, MS SQL, Excel files, Azure SQL, Azure Cosmos DB, AS400, DB2, and Cloud Data Sources.
- Understanding of SQL databases and query language.
- Knowledge and experience in the insurance industry is a plus.
Competencies and Success Factors of the Software / Application Support Technician:
- Application support experience.
- Strong detail orientation and communication / listening skills.
- Possess a strong work ethic and team player mentality.
- Can work under minimal supervision.
- Able to follow documented processes.
- Become proficient in the use, configuration, and support of our client’s applications.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service and responds to service requests; Meets commitments.
Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Communications – Speaks clearly and persuasively; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Writes clearly and informatively and is able to read and interpret written information.
Business Acumen – Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals; Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Strives to continuously build knowledge and skills; Shares expertise with others.
Judgment – Makes timely decisions; Exhibits sound and accurate judgment with consideration for all stakeholders and can support decisions made; Asks for and offers help when needed.
Division / Company:
Vital Services
Reports to:
Application Support Service Delivery Manager
Pay Status:
Exempt
Department:
Information Technology
Work Status:
Full-time
Work Schedule:
8am – 5pm M-F
Pay range $45,000 - $65,000 commensurate with experience.
Job Type: Full-time
Pay: $45,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $45,000 - $65,000
