Application Support Analyst I-Bismarck

General Summary or Purpose

Interested applicants must submit a cover letter and resume.

This Application Support Analyst I position supports Odyssey and provides general user assistance. A thorough understanding of how Odyssey works is preferred. This is a career ladder position with potential for advancement to level II and III positions.

• Enjoys analytical thinking and problem-solving.
• Easily engages and communicates with empathy when interacting with customers.
• Finds it rewarding to give the customer a good experience.
• Ability to learn quickly and desire to continuously learn.
• Aptitude with technology and relating technological aspects of the problems of the users.

Major Responsibilities & Essential Functions

Title of Immediate Supervisor: Deputy Director of Technology
Accountable For (Job Titles): None
FLSA Status: Non-Exempt

Under the direction of the Deputy Director of Technology, the Application Support Analyst I is responsible for assisting users with computer hardware, technical software, and application support, and providing informational technology training and user technical support for a large user base on the court information systems and other information technology applications or systems.

This position differs from the Application Support Analyst II in that the Application Support Analyst I represents the entry level within the series having the essential training and skills to perform the basic essential functions of the job but may lack experience in a court setting or in an area of computer support, technology training, or software application required to perform the full range or breadth of duties expected of a fully proficient Application Support Analyst II.

• Trains or assists information technology users in the efficient and effective operation of technology tools, hardware, software, and systems:
  • Develops training plans and training manuals and materials for technology training needs of the court system.
  • Creates, modifies, and updates systems, software, and manuals.
• Provides local one-on-one support to technology users on court system applications, software, hardware, network, and other information technology applications.
• Provides software development staff with input on needs and concerns by serving on various advisory committees or by serving as a liaison between users and development staff and sharing user needs and issues impacting the development process.
• Assists users and development staff with testing of software updates and enhancements. Assists end users and development staff in the identification, creation, and testing of reports.
• Analyzes user goals and informational needs to establish a necessary information base needed for the design, implementation, and training of system enhancements.
• Attends various committee meetings to provide staff assistance to committees as needed.
• Researches and evaluates advancements in software, hardware, and court procedures as they pertain to needs and training needs of the court system.
• Assists users with computer hardware, technical software, and application support.
• Performs other duties of a comparable level or type.

Minimum Qualifications & Certification or Licensing Requirements

Requires an associate's degree and one year of experience. Any combination of education, training, or experience which demonstrates the ability to successfully complete the major responsibilities and essential functions may be substituted for the degree and experience requirements.

Knowledge, Skill, & Physical Requirements

Knowledge Requirements:

• Basic knowledge of personal computers, personal computer applications, and productivity software including the Windows operating system, Microsoft Office, Corel Office, Outlook, PowerPoint, and other common productivity and office software applications.
• Basic knowledge of the principles, methods, and techniques of assessing training needs, developing and sequencing of training/instructional modules and learning, and planning and implementing of technology training.
• Basic knowledge of the court system, its functions, and court administrative policies and procedures.
• Basic knowledge of the fundamental concepts, principles, practices, and trends of information technology and management applications.
• Basic knowledge of the fundamentals, principles, practices, and approaches to automated help desk operations and support.

Skill Requirements:

• Skilled in the use and troubleshooting of court-specific informational systems, tools, hardware, and software applications of the court.
• Skilled in planning, developing, and implementing training programs, manuals, and instructional materials for the training of end users in the technology systems and applications of the court.
• Skilled in providing assistance to development staff in the assessing of needs for enhancements and the testing of new/revised applications or reports.
• Skilled in the use and operation of personal computers and personal computer operating software and their applications.
• Skilled in troubleshooting and solving a variety of operating problems and issues faced by users in dealing with hardware, software, or applications in use by the court system.
• Skilled in utilizing the help desk incident tracking system software and recording/monitoring all user calls for technical assistance.
• Skilled in interpersonal communication and in establishing working relationships with end users, department personnel, state, and other court personnel.

Physical Requirements:

• The essential functions of the job typically require: grasping, seeing, walking, sitting, talking, some lifting, hearing, feeling, fingering, and some repetitive motions or other reasonable methods that accommodate an individual in completing the essential functions of the job.
• Work is performed in a comfortable office work environment.
• Employee is subject to some travel in the performance of the job. Employees has control over travel schedule and can adjust schedules due to adverse weather or travel conditions.
• Physical requirements can typically be characterized as Light Work: Exerting up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.