APPLICATION SUPPORT

Job Position:- APPLICATION SUPPORT (Desktop & Helpdesk) Work Mode:- ONSITE Job Description: The ideal candidate must possess the following: Responsibilities: Analyzes and responds to enterprise application support requests, including directing the user to knowledgebase articles or elevating to vendor support or BCPS Tier 2 and 3 support team members as appropriate. Demonstrate a strong understanding of existing knowledgebase articles, their location and be able to direct users to them when appropriate. Demonstrate an understanding of the interdependence of various enterprise applications in order to determine appropriate support pathways. Utilize an online ticketing system to route, monitor and respond to support requests within identified timeframes in service level agreements. Provide tier one support to end users in the effective use of enterprise applications. Demonstrate effective verbal and written communication skills. Track support requests to identify reoccurring and outstanding issues. Assist with maintaining and assigning appropriate user rights within specific enterprise applications. Work collaboratively with programmers, developers and quality assurance testers to ensure effective and efficient use of applications. Gather and deliver user feedback to product owner. Review, correct and prepare documents and reports as they relate to student data under the direction of the supervisor, Reconcile discrepancies between state and local student information, investigating and troubleshooting issues and implementing corrective actions once approved. Process a variety of internal and external requests for student information. Required Skills: Knowledge of school system policies and office procedures. Knowledge and application of spelling, grammar, and arithmetic. Strong written and oral communication skills. Knowledge of personal computers and office software packages. Knowledge of enterprise applications. Skill in maintaining databases, spreadsheets, and logs. Skill in operating personal computers and related office equipment. Skill in providing routine information to telephone callers and office visitors. Ability to communicate effectively both in writing and verbally. Ability to perform basic mathematical computations. Ability to establish and maintain effective working relationships. Job Type: Contract Schedule: 8 hour shift Ability to commute/relocate: Baltimore, MD 21211: Reliably commute or planning to relocate before starting work (Required) Education: Associate (Required) Experience: Ticketing system: 3 years (Preferred) Application support: 5 years (Preferred) Tier 2: 5 years (Preferred) Work Location: In person