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Application Support Representative

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Date: Nov 26, 2017

Location: Houston, TX, US

Company: Houston Independent School District

Application Support RepresentativeJobID: 46400
Position Type:
Closing Date:
12/09/2017
Technology Professionals/Application Specialist
Date Posted:
9/29/2017
Department:
IT Application Support
Date Available:
10/09/2017
Location:Area:Job Category:
Hattie Mae White Bldg.NorthwestTechnology Professionals
Job Code:Contract Type:Months:
30003664None12
Salary Minimum:Salary Maximum:
$48,723$64,557

POSITION TITLE: Application Support Representative

CONTRACT LENGTH: 12M

Job Code: IT0905

PAY GRADE: 28

FLSA EXEMPTION STATUS: E

Job Family – Information Technology

JOB SUMMARY: Delivers second level support to end users in the organization regarding how to use various types of software programs efficiently and effectively in fulfilling business objectives in Houston ISD.

MAJOR DUTIES & RESPONSIBILITIES

List most important duties first
  1. Delivers second level support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives in Houston ISD.
  2. Responds to requests answering user questions, receiving, documenting, and maintaining a record of reported trouble in a problem-tracking database; follow-up as necessary.
  3. Participates in the delivery of software applications training programs and individual classes.
  4. Contributes to technical documentation and FAQs in appropriate areas.
  5. Performs other job-related duties as assigned.
EDUCATION: High School Diploma or GED; Associate’s Degree preferred.

WORK EXPERIENCE: 3 to 5 years’ Experience working in an Information Technology department in an end user support capacity. Experience in providing application support, training, and phone and remote support of applications. Experience with helpdesk, service desk or call centers preferred. Experience with incident and problem management and following up with customers until issues are resolved preferred. Experience using or supporting enterprise applications (SAP, People Soft, Student Information Systems, etc.) preferred.

TYPE OF SKILL AND/OR REQUIRED LICENSING/CERTIFICATION: Microsoft Office Office equipment (e.g., computer, copier) Strong written and oral communication skills required.

LEADERSHIP RESPONSIBILITIES: No supervisory responsibilities. May provide occasional work guidance, technical advice and training to staff.

WORK COMPLEXITY/INDEPENDENT JUDGMENT: Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment is often required to select and apply the most appropriate of available resources. Ongoing supervision is provided on an "as needed" basis.

BUDGET AUTHORITY: No budget development activity is required.

PROBLEM SOLVING: Decisions are made on routine matters affecting few individuals and usually within the confines of the job's own department. Specific job activities and results are typically reviewed closely. There are limited requirements for developing new ideas or changes in methods, procedures or services.

IMPACT OF DECISIONS: Decisions have minor, small and possibly incremental impact on the department or facility. Errors are usually discovered in succeeding operations where most of the work is verified or checked and is normally confined to a single department or phase of the organizational activities resulting in brief inconvenience.

COMMUNICATION/INTERACTIONS: Collaborate and solve problems – works with others to resolve problems, clarify or interpret complex information/policies, and provide initial screening/negotiations without approval authority. Interactions are typically with customers, senior level professional staff, and managers.

CUSTOMER RELATIONSHIPS: Takes routine or required customer actions to meet customer needs. Responds promptly and accurately to customer complaints, inquiries and requests for information and coordinates appropriate follow-up. May handle escalated issues passed on from coworkers or subordinates.

WORKING/ENVIRONMENTAL CONDITIONS: Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Ability to see and read computer screens. Ability to communicate via telephone with customers and IT to gather information required to resolve customer issues and requests. Ability to carry and/or lift less than 15 pounds.




Nearest Major Market: Houston

Job Segment: Technical Support, ERP, Developer, Information Systems, SAP, Technology

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