IT APPLICATION SUPPORT SPECIALIST

CITY OF PINELLAS PARK, FL

Non-Exempt - Grade 28

IT Application Support Specialist Definition:

Under general supervision and provisions, troubleshoot, diagnose, and repair operability of software applications; provide data and systems support. Provide first line of software application support (level 1 support) for the City's IT department.

Essential Functions:

(Essential functions as defined under the Americans with Disabilities Act, may include the following tasks, knowledges, skills and other characteristics. This list of tasks is

ILLUSTRATIVE

ONLY, and is not a comprehensive list of all functions and tasks performed by positions in this class.)

Tasks:

Provide tier 1 technical support for software applications utilized by the City of Pinellas Park. Answer support desk calls and assigned work tickets to review, identify, troubleshoot, and resolve software application functionality issues and user account and permissions issues. Create and configure user accounts, troubleshoot permissions, and support software access for City employees. Create or maintain digital reports and dashboards to assist with data management. Work with customers to validate issues and resolutions. Collaborate with team members to diagnose reported issues and implement solutions. Identify and escalate issues requiring attention at a higher level of support. Obtain understanding of application systems utilized by the City. Create, prioritize, and document reported issues using the IT support ticketing and tracking system. Document support work and issue resolution in department knowledgebase. Perform other related tasks as assigned.

Knowledge, Skills, and Other Characteristics:

Knowledge of software application functionality principles. Knowledge of software application configuration principles. Knowledge of role-based security principles. Knowledge of relational database concepts. Knowledge of SQL querying language and SSRS and Power BI. Knowledge of ERP system support. Skill in software application technical support. Skill in oral and written communications to a wide variety of audiences. Skill in customer service and support. Ability to maintain effective interpersonal relationships and function in a team environment. Ability to provide excellent customer service, handle difficult situations with tact and diplomacy. Ability to work in a highly confidential environment and exercise the utmost discretion. Ability to research technical resources and provide detailed information to vendor support.

Physical Requirements:

Primarily sedentary work with the occasional need to move around the office and lift/carry objects up to forty-five (45) pounds. Requires use of computers, voice and electronic communications systems. May require occasional driving in and around the City.

Qualifications:

Bachelor's degree from an accredited college or university in Computer Science or a related field. One (1) year of work experience in software application support is required. Requires being fingerprinted and successfully passing a background screening. Employees are required to pass the Criminal Justice Information Services (CJIS) certification and the National Incident Management System (NIMS) training courses identified for their position and listed in the most recent version of the NIMS Training Guide within one (1) year of placement into this position. Requires a valid Florida driver license.