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GDOT Support Specialist

2 months ago

Tate, United States Della Infotech Full time

Support Specialist for the Custom Applications Operations team within the Georgia Department of Transportation,.

As a Support Specialist for the Custom Applications Operations team within the Georgia Department of Transportation, you will provide technical support, troubleshooting, and issue resolution for custom software applications primarily developed on the .NET framework. You will work closely with clients, end-users, and Software Engineer members to ensure the successful delivery of high-quality support services. Functional areas of the custom applications are all aspects of the business: project information, contract management, invoice management, permit processes, approval workflows, and others.

Key Responsibilities:
• Provide technical support and troubleshooting .NET in-house custom applications.
• Ability to understand technical documentation provided by developers, find the root cause of issues, and add
to backlog Sprint list for release fixes.
• Assist in fixing bugs and escalate bug issues that require additional resources to the Software Engineers.
Document findings and the root cause of the problem and meet with the assigned Software Engineer to
provide conclusions.
• Run SQL statements in SQL Server and Oracle to analyze issues reported in the application.
• Work with the assistance of a Software Engineer when assigned.
• Troubleshoot, document, and resolve software issues and bugs.
• Analyze, resolve, document, and track support tickets and issues in a ticketing system, add comments, and
communicate with the users on the resolution completion.
• Collaborate with Software Engineers and development teams to identify areas for improvement in software
functionality and user experience.
• Communicate effectively with clients and stakeholders regarding technical issues and solutions.
• Perform routine tickets, grant access and user provisioning tickets, UI assistance tickets, and handle recurring
issues in the application.
• Tier one support and work with Software Engineers to resolve problems in the application, an additional level
of troubleshooting.
• Participate in the database, software, infrastructure upgrade validation, and deployments.
• Assist with server upgrades for Business Continuity and Disaster Recovery (BCDR) in GDOT private cloud
infrastructure using the VMWare vSphere Metro Stretched Cluster (MSC).
• Follow the Information Technology Service Management (ITSM) processes used within GDOT (Incident >
Problem > Change) in ServiceNow (Ticking system).

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or a related field
• 3+ years of experience in development, software support, or related role
• Strong knowledge of the .NET framework and related technologies
• Experience with Oracle and SQL Server databases to perform queries
• Excellent problem-solving skills and attention to detail
• Strong communication skills and ability to work collaboratively with clients and team members
• Experience writing knowledge base articles to support custom applications
• Developed applications in .NET technologies with Kendo UI Telerik, Web API, REST API, JSON, SQL DB,
Oracle database, XML, and HTML5
• Experience with ServiceNow ITSM system is preferred

Required/Desired Skills

SkillRequired /DesiredAmountof ExperienceExperience in providing Level 1 and 2 Technical production support and operationsRequired3YearsExperience with the design, development, and testing of Enterprise IT Software Applications and SystemsRequired3YearsExperience in upgrading, deploying, and support of Enterprise IT Software Applications and SystemsHighly desired3YearsExperience working with complex enterprise applications, mainly in Microsoft TechnologyHighly desired3YearsExperience in integration of Custom Built, COST, or Third-Party software systems with other enterprise systems using APIS and toolkitsHighly desired3YearsExperience creating technical support documents and guidesHighly desired3YearsExperience with interaction with Business Stakeholders and UsersNice to have3YearsPast project history and client referencesNice to have3Years
Questions

No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? Question2Please list candidate's email address.Question3Candidate must be paid AT LEAST BR if selected for engagement. Candidate can be paid more; however, the SRP rate cannot exceed BR. Do you accept this requirement?Question4The maximum mark-up for this engagement's SRP rate is 35%. To be competitive on pricing, a mark-up below the 35% threshold is suggested. Do you agree to propose a mark-up at or below 35%?Question5This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?Question6The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client's selection date. Do you accept this requirement?Question7This position is 100% remoteQuestion8GDOT will not be providing any raises within the first 1 year. After that point, the rate increase will be based on performance and budget dependent.Question9Preference will be given to candidates who are US Citizens Permanent Residence Cards (aka "Green Cards) or have Employment Authorization documents (EAD)