Application Support Technician

DEPARTMENT: Content Management Solutions

REPORTS TO: Municity Operations Manager

CLASSIFICATION: Full Time Non-Exempt

ICC Community Development Solutions is a leader in Content Management Solutions and Business Process Automation. Our highly trained staff develops and determines optimal solutions and implementation, as well as provides support after installation for Municity-branded solutions for the building and related departments in municipal governments. ICC CDS offers challenging work in a diverse, flexible, supportive environment where an appropriate work-life balance is emphasized. The successful applicant for this position will demonstrate software support expertise, strong customer service skills and a keen desire to have a meaningful impact in a values-based, team-oriented business environment.

GENERAL DESCRIPTION OF THE POSITION:

The primary responsibility of the Application Support Technician is to provide technical remote support to external clients of ICC-CDS’s applications. In addition to supporting customers by phone, this position may require occasional travel to install software, train end-users, assist with sales demos, and attend conferences and events.

The Application Support Technician interacts both proactively and reactively with internal and external customers to provide information and technical support in response to inquiries. This individual utilizes in-depth knowledge of company products and software programs and works across teams to access information to resolve concerns, thus ensuring a high- quality positive customer service experience.

ESSENTIAL RESPONSIBILITIES OR TASKS PERFORMED:

• Answers questions and resolves problems for end users via phone or Internet connection, occasional on-site visits
• Uses creativity and innovation to automate and streamline processes and procedures. Grows a deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact
• Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution
• Works with Software Developers to report and resolve customer issues/software bugs
• Maintains customer accounts and disposition of software enhancement requests
• Documents both for troubleshooting and training purposes
• Documents steps taken and works with tier 2 support to escalate more complex issues
• Actively Participate in best practices discussions and provides feedback on process improvement
• Occasionally serves in a pre-sales role by assisting the Sales team with demos and/or needs assessments
• Occasionally travels to customer sites for installation and training of application

• Two years’ experience providing end-user phone and web support for desktop and/or server applications, or equivalent experience installing, upgrading, troubleshooting, and repairing personal computers, servers, and related applications in a network environment
• Exposure or competency with programming language to include JavaScript, HTML, CSS, SQL
• Strong knowledge of desktop applications and Windows Desktop/Server OS
• Strong understanding of SQL (Structured Query Language)
• Understanding of basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, use of tools like PING, IPCONFIG, NSLOOKUP and TRACERT
• Understanding of databases and network systems
• Ability to develop solutions for clients and to articulate those clearly, both verbally and in written form
• Strong verbal, written communication, and presentation skills
• Excellent customer service skills as well as good analytic, critical thinking, and troubleshooting skills
• Demonstrated ability to work collaboratively in a team environment
• Demonstrated ability to manage multiple projects and tasks simultaneously
• Organized thinking and excellent problem-solving skills with the ability to think "out of the box"
• Highly responsible, self-motivated and able to work independently with minimal supervision
• Ability to communicate effectively with users at all skill levels
• Personal values that match our corporate values
• Willingness for occasional travel

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This is an office environment with a moderate noise level. While performing the duties of this job, the employee is regularly required to sit or stand while reading and typing on a computer. The employee may occasionally lift and/or move up to 20 lbs. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work environment and physical demands for remote work status may differ to on-site status.

For remote (hybrid schedule) work environments employee must have a dedicated workspace capable of supporting at least 2 widescreen monitors and access to highspeed wired internet connection.

***ICC Community Development Solutions is an Equal Opportunity Employer
Job Benefits:

Our mission is providing digital automation for mission-critical operations to drive compliance, safety and efficiency.

For more than a half century, we have focused on community. Not just by helping local governments function efficiently through the creation and maintenance of comprehensive municipal codes, but by building relationships and solutions that foster community growth and resiliency.

ICC Community Development Solutions offers an array of interconnected, yet modular digital solutions and services to support and enhance the operations of many of the key community-facing departments associated with developing, protecting, and maintaining the properties and structures of a local jurisdiction. From instant access to the rules and regulations that jurisdictions use to guide development and decision-making to the integrated digital property, asset, and records management software to support the development and enforcement efforts to protect the community and its residents. ICC Community Development Solutions backs up these programs with full-time dedicated helpdesk support and professional training and development services.

Our future is exciting - we welcome you to join us.

We offer a variety of benefits, such as; Medical, Dental, Vision, FSA, HSA, Life Insurance, 401K, Vacation, Personal time, Paid Holidays and much more!

From: General Code Enterprises LLC