Technology Application Support Specialist

Summary

Are you attentive to details, a problem solver, and able to follow through? Do you have excellent customer service skills, the ability to focus and execute, and enjoy working at a fast pace? This position supports the mission, vision, and values of the organization by ensuring technology applications are working as effectively and efficiently as possible for our users. This is accomplished through proactive planning, delivery, and support of our organization’s technology applications that support all of our staff members throughout the organization.  The VP of Technology & Administration collaborates with strategic leaders in establishing the strategic plan and budget which supports the strategic plan of the agency.  The Technology Application Support Specialist will partner with other technology team members to ensure that all applications are maintained, services and supported. This position is vital to the organization and will have the primary responsibility of providing assistance to support the day-to-day smooth operation of information technology solutions. 

Essential Duties & Responsibilities

• Work to achieve performance goals, pursue progress toward my learning plan (MLP) and demonstrate Four Seasons values and competencies 
• Assists during staff orientation and assures that all new hires receive the appropriate equipment and application access based upon their role within the organization 
• Validates all employee IT Access/SAAR requests timely and accurately, ensuring that access is provided accurately based upon user’s role and job responsibilities in collaboration with leadership approval 
• Provide support for enterprise, applications, office, network, EMRs and other applications as needed throughout the organization
• Provide support with application needs, including problem-solving and partnership collaboration with technology service providers and staff to ensure staff technological needs are managed effectively, accurately and timely 
• Partner and collaborate effectively with Informatics and Professional Development to create and manage training materials promoting consistency, integration, utilization and optimization of all applications for users
• Provides collaborative support to helpdesk team as an application subject  matter expert to effectively resolve issues and fulfill requests needed for users
• Ensures timely responses to IT needs, follow through on assignments, and successful project delivery and implementation according to scope, budget, schedule and success criteria 
• Considers best approach and deliverables for each project rather than a one size fits all process and seeks approval by leader or other leadership team member to be able to move forward with deliverables
• Provides a reliable interface between staff and technology service providers ensuring they uphold Four Seasons’ expected levels of service to our staff and community partners 
• Partner with Professional Development to create and provide user-based training within applications as necessary
• Assists the VP of Technology and Administration in guiding community partnership resources on behalf of the agency 
• Collaborate effectively with Technology Assistant to ensure accurate access is provided and adjustments are made timely and accurately when changes are necessary
• Maintains and ensures an organized system for management of all technology equipment and site and/or storage locations to ensure equipment viability, sourcing and procurement are as efficient and effective as possible

 Knowledge, Skills, and Abilities

• Proficiency in diagnosing and resolving technical issues related to applications, hardware, and network connectivity
• General comfort level with technology 
• Ability to influence people and teams to accomplish projects on schedule and on budget 
• Strong documentation skills 
• Strong communication and collaboration skills
• Microsoft software solutions proficiency 
• Knowledge of standard IT roles 

Minimum Qualifications

Education:          

• Associate’s Degree in applicable area of expertise or equivalent education and experience 

Experience: 

• 3 years experience in technology department or organization responsible for coordination of IT projects and vendors 
• 3 years of administrative support and coordination responsibilities in a fast-paced regulatory governed organization preferred
• 2 years experience in service desk support including troubleshooting applications, hardware and network connectivity
• Exposure to a project management methodology 
• Direct responsibility for projects, teams, or applications 
• Software development life cycle experience preferred
• Software interface methodologies experience preferred 
• Disaster preparedness experience preferred
• Software testing experience preferred

Licensures & Certifications: (if applicable) 

• Valid driver’s license and proof of automobile insurance. 
• Microsoft or other IT vendor certifications preferred
• Project management certifications preferred
• Business analyst certifications preferred
• ITIL certification preferred

Summary of Physical Requirements

• Hand dexterity to include gripping, carrying, pushing & pulling 
• Fine finger movements to include writing & typing, frequently 
• Flexion/Extension of arms & wrists 
• Additional gross motor movements including: bending, reaching, twisting, turning, crouching, squatting, & kneeling   
• Near & far visual acuity  
• Ability to hear, understand, & distinguish speech and other sounds  
• Prolonged sitting, in excess of four hours per day   
• Ability to drive and/or transport self to and from work locations 
• Ascending or descending stairs & ramps 
• Ability to lift, carry, push & pull up to 10 pounds, frequently 
• Ability to lift, carry, push & pull up to 50 pounds, occasionally  
• Ability to lift, carry, push & pull up to 100 pounds with the help of another person or equipment, occasionally 

Intent and Function

• All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the duties of the position. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned as deemed appropriate. 
• In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. 
• Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.
  
  Other Duties:
• Communicates effectively internally and externally with all staff levels 
• Consistently demonstrates Four Seasons CBRIGHTER values at all times 
• Ability to work flexible schedule as needs arise realizing that emergency may require being available at nights and weekends 
• Provides On-Call support as needed
• Predicts customer needs and proposes proactive solutions 
• Comfortable with technology in general, and always in the learning mode 
• Other duties as assigned