Application Support Engineer

Application Support Engineer



ASA Mission

To assist borrowers in successfully completing a program of education financing and repayment

Job Summary

Under direction of the Technical Support Services Manager, the Application Support Engineer is an integral senior member of the Technical Support team. The individual is responsible for supporting project initiatives, interacting with vendors, end-users; providing support, training and administration as it relates to business, end-user productivity, and technical support applications. The individual will partner and perform as liaison to ISD project management, departmental managers, and business application/system owners. 

 

Essential FunctionsLeads projects and provide timely roll out of application/desktop related technologies including production systems.  This includes attending meetings and communicating status; scheduling and coordinating team resources as needed for the project or task. Implement, support, and perform administrative related functions business applications/systems (but not limited to): Document Management, Financial and HR system, WinRunner, Telephony products, PGP, MIS related systems (anti-virus, spysweeper, LANDesk, Ghost) Ensure maintenance and license compliance for supported applications/systems.  Interface to all end-users when appropriate to troubleshoot and correct problems with applications on desktops. Works as technical liaison and advisor to other systems areas including all MIS disciplines.  Train, foster and mentor appropriate MIS staff on day to day support duties as it relates to application support Maintain technical knowledge for supporting ASA owned applications; able to lead and train less experienced support staff on support techniques Participate with software patch management and distribution Capable of multi-tasking, working under stress, and possess a strong aptitude for learning and excellent analytical/trouble-shooting skills. Provide excellent oral and written interpersonal communications. Promote a spirit of teamwork and collaboration. Create, communicate, and enforce policies and procedures.  All other duties as assigned.

 

Education and ExperienceBachelors degree in computer science, information systems, or related areaMicrosoft related training and certification preferred.Five years in a technical/application support environment.Must have two or more years experience with installing, configuring, administering, troubleshooting, and supporting business, end-user productivity, and technical applications. Experience partnering with business users and coordinating system support efforts and working with external support vendors.Proven ability to work independently, multi-task, provide written and verbal communications

 

Qualifications

Must have experience in an MIS environment supporting business, end-user productivity, and technical applications in an environment consisting Windows XP, Windows 2003, Active Directory.  Solid knowledge of MS Office, including Outlook; Project and Visio helpful. 

 

Must have experience with: interfacing across organization when appropriate to upgrade, troubleshoot and correct problems with applications; project planning software deployments; researching new server based/centralized technologies.

 

 Must have experience in a web-based environment implementing and administering business applications/systems: Document Management, Call Tracking, Financial and HR, antivirus, anti-spyware, software patch management, asset management, and proprietary applications.

 

Keen sense of customer service and teamwork is essential as well as proven ability to train and guide end-user and technical staff on new technologies.  Must have an excellent oral and written interpersonal communication skill and the ability to work independently.  Must be capable of multi-tasking, working under stress, and possess a strong aptitude for learning and excellent analytical/trouble shooting.