As a Support Specialist for the Custom Applications Operations team within the Georgia Department of Transportation, you will provide technical support, troubleshooting, and issue resolution for custom software applications primarily developed on the .NET framework. You will work closely with clients, end-users, and Software Engineer members to ensure the successful delivery of high-quality support services. Functional areas of the custom applications are all aspects of the business: project information, contract management, invoice management, permit processes, approval workflows, and others.
Key ResponsibilitiesProvide technical support and troubleshooting .NET in-house custom applications.
Ability to understand technical documentation provided by developers, find the root cause of issues, and add
to backlog Sprint list for release fixes.
Assist in fixing bugs and escalate bug issues that require additional resources to the Software Engineers.
Document findings and the root cause of the problem and meet with the assigned Software Engineer to
provide conclusions.
Run SQL statements in SQL Server and Oracle to analyze issues reported in the application.
Work with the assistance of a Software Engineer when assigned.
Troubleshoot, document, and resolve software issues and bugs.
Analyze, resolve, document, and track support tickets and issues in a ticketing system, add comments, and
communicate with the users on the resolution completion.
Collaborate with Software Engineers and development teams to identify areas for improvement in software
functionality and user experience.
Communicate effectively with clients and stakeholders regarding technical issues and solutions.
Perform routine tickets, grant access and user provisioning tickets, UI assistance tickets, and handle recurring
issues in the application.
Tier one support and work with Software Engineers to resolve problems in the application, an additional level
of troubleshooting.
Participate in the database, software, infrastructure upgrade validation, and deployments.
Assist with server upgrades for Business Continuity and Disaster Recovery (BCDR) in GDOT private cloud
infrastructure using the VMWare vSphere Metro Stretched Cluster (MSC).
Follow the Information Technology Service Management (ITSM) processes used within GDOT (Incident >
Problem > Change) in ServiceNow (Ticking system).
Required QualificationsBachelor's degree in Computer Science, Information Technology, or a related field
3 years of experience in development, software support, or related role
Strong knowledge of the .NET framework and related technologies
Experience with Oracle and SQL Server databases to perform queries
Excellent problem-solving skills and attention to detail
Strong communication skills and ability to work collaboratively with clients and team members
Experience writing knowledge base articles to support custom applications
Developed applications in .NET technologies with Kendo UI Telerik, Web API, REST API, JSON, SQL DB,
Oracle database, XML, and HTML5