Application Support Specialist

Job Title: Application Support Specialist Wage/Hour Status: Exempt

Reports to: Director of Network Operations Pay Grade: Technical 4 (220 Days)

Dept./School: Technology Services Date Revised: 04/2024

Primary Purpose:

This position offers an opportunity for professional development in advanced technical support and foundational systems administration. The Application Support Specialist will be responsible for the resolution of escalated support requests, the diagnosis and remediation of complex technical issues, and contributions to system maintenance and administration.

Qualifications (Education/Experience):

• Bachelor''s degree or equivalent professional experience.
• Minimum of 1-2 years of experience in application support, technical support, or a related IT role.
• Relevant certifications (A+, Net+, CompTIA A+, CompTIA IT Fundamentals+, Google

Required Knowledge and Skills: Admin) are not required but highly valued

• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly
• Exceptional troubleshooting and problem-solving skills
• Strong understanding of endpoint operating systems (Windows 11, macOS, Android, iOS) and their configuration
• Basic working knowledge in endpoint management platforms such as Google Device Management, Microsoft Intune, JAMF or Meraki MDM.
• Ability to create and maintain detailed documentation and knowledge base articles.
• Ability to work with diagnostic and troubleshooting tools

Major Responsibilities and Duties:

• Investigates and resolves escalated support tickets, collaborating with system administrators and engineers as needed.
• Provides expert technical support for assigned applications, resolving intricate problems efficiently.
• Creates and maintain detailed documentation and knowledge base articles
• Provides expert-level support for interactive display and digital signage systems
• Provide support for device enrollment, configuration, and management
• Network Printing Support: Provide expert-level troubleshooting for complex printer connectivity, driver, and printing service issues
• Utilize and modify existing scripts to meet specific needs
• Project Participation: Coordinate technology-related tasks within campus projects, including deployments, setups, and troubleshooting

Working Environment:

Primarily a standard office environment

Requires strong analytical and problem-solving abilities, with the ability to manage multiple priorities and perform under pressure

Occasional lifting of equipment up to 25 pounds and prolonged periods of computer use

Occasional after-hours or weekend work may be required for system maintenance and support