Information Technology Application Technician I

Description

Summary

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

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

• Assisting with the installation, configuration, or tuning of system.
• Providing reports and data queries to management, users, vendors and other partners as needed.
• Providing technical support and troubleshoots software application related issues.
• Assisting with application upgrades and maintenance and coordinates with users and vendors as needed.
• Providing technical support and troubleshooting assistance on software application related issues.
• Communicating with application venders 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.