Application Support Technician

WAYNE COUNTY REGIONAL EDUCATIONAL SERVICE AGENCY POSITION DESCRIPTION POSITION TITLE: Application Support Technician PAY SCHEDULE: WCSSF Salary Schedule - Schedule D SUPERSEDES: N/A REVISION DATE: 12/4/2025 BROAD FUNCTION: Provide operational support, data quality services, training, and assistance to users of the information systems supported by the Information Technology Consortium. DUTIES & RESPONSIBILITIES: Provide training, coordinating, monitoring, problem-solving, and operational support to users of information systems provided by the Information Technology Consortium, both at school district sites and from Wayne RESA offices. Managing supported applications; managing system upgrades; developing reports; managing data requests; providing federal, state, and ISD compliance and statistical reports; assisting in error resolution responsibilities; and managing the resolution process for local districts. Assist the customer with their responsibility to document the accuracy of membership counted for state aid, including gathering and disseminating requested materials to the pupil membership auditor. Coordinate and monitor required district, building, program, and individual documentation required to verify mandated compliance reporting. Act as a liaison between end-users and Information Technology department. Conduct operational training sessions for end-users. Assess, recommend, implement, and document software and system changes to facilitate improvements in accuracy and efficiency in information management processes. Work as first-level help desk support for the RESA information systems. Perform acceptance testing of software enhancements and new software releases. Assist districts in the creation of specialized reports using reporting tools as needed. Prepare and maintain user documentation and procedures. Assist clients in ensuring timely preparation and filing of required governmental reports. Maintain knowledge of legal mandates, including reporting requirements related to assigned focus areas. Regular and predictable attendance. Perform other duties as assigned. RELATIONSHIPS & CONTACTS: INTERNAL Frequent contact with all levels of RESA staff Moderate involvement with internal committees and other staff on joint projects and team efforts EXTERNAL Contact with local school districts and various levels of government Frequent district contact with building-level staff, counselors, principals, and assistants; occasionally, superintendents Moderate contact with Federal, State, and County agencies (CEPI, MDE) Moderate contact with vendors and other principals and counselors nationwide SUPERVISION RECEIVED: Executive Director - IT & Pupil Accounting or designee SUPERVISION EXERCISED: None QUALIFICATIONS: Education Associate's Degree or three (3) years of related experience required. Experience Required Minimum of two (2) years of related experience working in information systems support. Demonstrated experience in customer service with an emphasis on problem-solving. Demonstrated experience in developing and providing individual and group training. Demonstrated ability to meet stringent timelines. Special Skills and Training Required Ability to travel to and work at Michigan districts as needed. Demonstrated consultation, training, group facilitation, and process skills. Demonstrated verbal and written communication skills. Demonstrated skill working with diverse populations. Proficiency in using the Microsoft Windows desktop operating system and Windows-based software. USE OF THIS POSITION DESCRIPTION: This position description is not intended and should not be construed to be an exhaustive list of all the duties, responsibilities, skills, efforts, or special conditions associated with this position. Date Position Created: 8/1/2017