IT Applications Support

Application Deadline: 2022-05-31
Job Type: County
Job Description:

Job Summary
Provides general and some specific technical support and maintenance for the County’s client systems, technology and applications. This includes basic and intermediate installation, troubleshooting, repair, upgrade and maintenance of server applications, client applications, and client computers. This position participates in and may lead technology projects.

Essential Duties
Be the product expert and provide technical & non-technical (functional questions) support via tickets, phone, and chat.
Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs.
Manage and maintain systems hosted in a cloud environment
General knowledge of the Windows Azure infrastructure and cloud/SaaS business applications
Identify, organize, and prioritize issues based on severity and customer impact.
Document problem resolution steps, compile, and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs.
Analyze, track, and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction.
Reviews business process needs and application functionality to identify features that could improve user experience or process efficiencies.
Works with departments to identify reporting requirements and applicable metrics. Provides vendor management and support escalations to problem resolution.
Maintains applications based on vendor direction and business needs (patching, major upgrades including staging, pre-testing, and deployment)
Works as a liaison to 3rd party application vendors support teams for issue recreation, management, escalation and drive to resolution.
Participates in the evaluation and selection process for application packages
Tracks and manages reviewing end-user requirements, security, performance, and interoperability requirements


Performs related functions as assigned.

Minimum Qualifications Required
Education and Experience:

Bachelor’s degree in Computer Science, Information Systems, Computer Science, Computer Engineering or Software Engineering or equivalent preferred

Five (5) or more years of experience in Information Technology, or in a related area.

Five (5) or more years of experience in supporting applications in an enterprise environment.

Or any equivalent combination of education, skills, and experience.

Deadline Note:

WCA President & CEO Mark O'Connell received Racine County Executive @jdelagrave “Community Impact Award” last night for his close working relationship with the county on a variety of projects impacting not only Racine County but also all of Wisconsin. @NACoTweets

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