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Software Application Support Specialist

2 months ago

Atlanta, Georgia, United States InsideHigherEd Full time
Job Title: Application Support Analyst II
Location: Atlanta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 275368
About Us

Georgia Tech is recognized for its commitment to technological advancement and fostering a diverse community dedicated to learning and innovation. We invite candidates who resonate with our core values, which emphasize academic excellence, diversity, collaboration, and ethical stewardship.

Mission and Values
Our mission is to cultivate leaders who enhance technology and improve human welfare. We uphold nine fundamental values:
1. Prioritizing students.
2. Pursuing excellence.
3. Embracing diversity.
4. Fostering collaboration.
5. Encouraging innovation.
6. Upholding freedom of inquiry.
7. Supporting community wellbeing.
8. Acting ethically.
9. Practicing responsible stewardship.

Job Summary
This role involves providing assistance to users in navigating various software applications effectively. Responsibilities include troubleshooting software issues and contributing to the design and enhancement of training programs for in-house software applications.

Key Responsibilities
1. Problem Resolution:
Address incoming support tickets from users to resolve software and application-related issues across critical systems. Provide Tier 1 and Tier 2 support.

2. Desktop Support:
Execute hands-on solutions at the desktop level, including software installations, hardware upgrades, and system configurations. Ensure effective resolution through follow-up communications.

3. Documentation:
Maintain comprehensive records of the troubleshooting process, including decisions made and actions taken, to ensure clarity and accountability.

4. Research:
Investigate software products and services to support development and procurement initiatives.

5. Testing:
Evaluate new and existing software applications to assess their functionality and suitability for use.

6. Training Development:
Contribute to the creation and delivery of training programs for software applications.

7. Preventative Maintenance:
Conduct routine maintenance tasks, including software updates and security measures as directed.

8. Additional Duties:
Perform other responsibilities as assigned.

Qualifications
Education:
Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent experience.

Experience:
Two to three years of relevant experience.

Skills and Abilities
This position requires a strong understanding of enterprise and desktop applications, proven troubleshooting skills, and the ability to create technical documentation. Excellent analytical and problem-solving skills, along with a strong customer service orientation, are essential.

Core Values
The University System of Georgia emphasizes Integrity, Excellence, Accountability, and Respect in all operations. Each member of our community is expected to uphold these values.

Equal Employment Opportunity
Georgia Tech is an Equal Employment Opportunity Employer, committed to maintaining a fair and respectful environment for all individuals.