Job Description

Job Title: Application Support Technician Positions Supervised: 0

Dept. / Division: Systems - IT FLSA Class: Non-Exempt

Years of Experience: 2-3 Years Status: Full-Time

Location: Manassas, VA

Industry: Public Safety – Fire Service Communications

Westnet, LLC is the industry leader in providing public safety/fire communications to fire departments and dispatch centers throughout the country. We are looking for an Application Support Technician to join our Information Technology team. This includes providing support via our helpdesk, e-mail, web, remotely and by telephone. The ideal candidate must be driven, detail oriented, and possess excellent oral & written communication skills.

The identification of Duties and Responsibilities does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.

Essential Duties and Responsibilities:

• Provide telephone/email/chat and remote diagnostic technical support of alerting systems.
• Answer customer technical inquiries and troubleshooting requests in a timely fashion.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues.
• Answers questions about operation, configuration, and use of product.
• Investigates causes and recommends solutions of failures.
• Provides support to the Westnet teams that monitor, maintain, and update company applications.
• Performs tests, troubleshooting, and uses diagnostic tools and utilities to help resolve application problems.
• Answers queries and resolves issues with applications and escalates or closes tickets as necessary.
• Works with Westnet technical staff and customers to resolve problems and to provide application assistance with planning activities and end user support.
• Participates in managing security aspects affecting assigned applications including data assembly of appropriate log file entries.
• Gathers customer data to help other Westnet staff with decisions related to performance, capacity, and fault tolerance.
• Understands how customers use applications and supports end users by supplying training and technical support and/or documentation that promotes self-sufficiency.
• Contributes to the maintenance and updating of documentation and procedures. Communicates with user personnel on new or changed procedures as needed.
• Maintains up-to-date technical skills and stays current with developments in application support supporting diverse customers.
• Assist in data collection and gathering other information required to customize software systems.
• Participates with other Westnet staff in developing a project plan for each customer.
• Support Westnet staff in the maintenance of client applications and provide required update and modify all applications.
• Coordinates customer training to ensure that customers are scheduled to attend all appropriate training classes.
• Creating a specialized document for each customer, detailing all customizations made.
• Assists in the testing of the product, as needed in support of the other Westnet team(s).
• Collaborates with the project team regarding status of implementation or other activities related to deliverable(s) or milestones.
• Providing cost and time estimates to appropriate staff / clients who may require this reporting.
• Develop new processes and recommend improvements to all procedures and ensure optimal level of customer satisfaction at all times.

Requirements:

• Associate degree in computer information systems or related discipline. Relevant experience may substitute for the degree requirement on a year-for-year basis.
• Two (2) years of applied work experience in software support services required.
• Must possess state-of-the-art knowledge of enterprise application technology (i.e. KACE, Adobe, ImageNow) and other client service applications (i.e. JAMF, Ghost, DeepFreeze, LANSchool)
• Be familiar with software diagnostics.

Knowledge/Skills/Abilities:

General: Strong telephone skills, strong verbal communication,Strong administrative and organizational skills and very strong attention to detail. Needs to be flexible and able to work with deadlines, positive and energetic. Professional, Customer Focus, Handles Pressure, organized.

Communication: Strong written and oral skills especially in the English language. Must have strong interpersonal communication skills and strong personal skills. Strong Telephone Skills, Verbal Communication Skills. (e.g. accountability, friendly)

Teamwork/Team Player Skills: Strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times. Thrive in a team environment and work well with others. Enjoy working as a team member as well as independently. Someone that can display being a team leader in addition to be a team player.

Computer: Ability to type accurately 40-60 words per minute. Proficiently use Microsoft Office applications as well as other industry-specific technology tools used within the organization. Specific programs used are Microsoft Word, Excel, Outlook. Knowledge of Microsoft SQL Management Studio is a plus.

Physical and Environmental Elements:

Physical Demands: Ability to sit continuously for over 2/3 of normal work shift, and stand, walk and reach with hands and arms for at least 1/3 of normal work shift. Finger dexterity is required frequently for over 2/3 of the normal work shift. Ability to stoop, kneel, crouch or crawl up to 1/3 of the normal work shift. Ability to lift up to 10 pounds for up to 1/3 of the normal work shift. May need to climb stairs occasionally. Ability to talk and hear continuously.

Vision: Ability to see at close range (clear or corrected vision at 20 inches or less) Ability to see at a distance (clear or corrected vision at 20 feet or more). Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.

Work Environment: Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone)

Other Duties: Please note this job description, is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties,responsibilities and activities may change at any time with or without notice.

Travel may be required based on the company’s business needs. Travel may include travelling within main state of occupancy or outside of state.

Special Requirement:

Pre-Employment skills test will be administrated.

Final candidate subject to background check.

May be required to work weekends and holidays as business necessitates.

Company offers full benefits package of medical, dental, vision, and 401k.

Westnet, LLC is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, status as a protected veteran, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Westnet, LLC makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Job Type: Full-time

Pay: $27.15 - $33.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years
• 3 years

Schedule:

• 8 hour shift

Work Location: In person