Enterprise Application Support Specialist

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Online applications are only accepted for current available positions.

Incomplete applications will be rejected. Resumes are not accepted in lieu of an application and/or the Work History section.

Any position posted may be closed or extended at any particular time during the advertisement period, at the discretion of Comal County.

Summary

Provide exceptional service to the courts & justice, jury, ERP, CAD, and RMS users of Comal County by solving day-to-day support issues, explaining application functionality, coordinating application and server updates with vendor support, training and communicating on those application updates, and make recommendations regarding application enhancements. In addition to analytical, technical, and problem solving skills, the candidate must enjoy working in a team environment. This individual must possess excellent oral as well as written communication skills in order to identify and deliver solutions in a professional manner. The Enterprise Application Support Specialist will also have aptitude in providing technical support for Windows workstations and complex applications.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Duties include the following:

Develop an extensive working knowledge of the various application product suites.
Establishes and maintains cooperative and supportive relationships with customers.
Interact with the user community to gather and document business requirements and processes.
Support customers with complex technical issues related to software on enterprise networks, servers, and workstations.
General assistance to customers in use and configuration of the enterprise application system.
Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreements.
Investigate and resolve application system problems that are a result of environmental variables (i.e. workstation, server, and/or network).
Develop and document processes and features for customer reference.
Sets up and maintains user system access according to established procedures.
Work with application vendors to identify solutions to work around open issues/problems that are under investigations or pending resolution.
Document and track issues and actionable steps taken utilizing help desk ticketing system.
Assist with user training and education related to applications.
Assist with quality assurance testing of new software releases, patches, and/or upgrades.
Facilitate problem solving between end user and vendor support.
Analyze and make recommendations regarding application enhancements, user support needs, and improving customer satisfaction.
Facilitate new application implementation projects.
Some work may need to be performed outside of normal working hours so as not to interrupt production systems.
Attendance is an essential function of the job.

Note: The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is assigned by the supervisor.

Mandatory Qualifications

EDUCATION AND/OR EXPERIENCE:

High School Diploma or GED equivalent required; Four year degree preferred in computer related field; or two (2) years vocational education or college training in computer programming, computer science, management of information systems, or a closely related field; and two (2) years “hands on” computer related experience and computer operations experience using Microsoft Windows Operating Systems and Office applications; or an equivalent combination of education and experience. Experience with courts, justice, jury, ERP, CAD, or RMS system preferred; Ability to identify basic network connectivity issues; Previous experience supporting and troubleshooting application related problems; Practical knowledge of Microsoft SQL Databases preferred; Knowledge of information systems concepts and terminology; Excellent customer service skills; Strong analytical skills; Skilled at managing multiple priorities in a fast paced environment; Process improvement and measurement skills preferred. Individual must have a valid Texas driver’s license.

SPECIAL SKILLS AND ABILITIES

Must have highest level of honesty and integrity due to access to, and ability to view or modify extremely confidential and sensitive data. Must also be capable of working with utmost tact and diplomacy in a stressful environment, which involves close interaction with users, Department Heads and Elected Officials where computer guidance and policies must be carefully articulated to avoid conflict. Some knowledge of Texas County Government operations and the Texas Criminal/Civil Justice System is preferred.

Desired Minimum Qualifications

LANGUAGE SKILLS

Employee must be able to communicate effectively with users and vendors. Must have ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Must have the ability to write reports, business correspondence, and procedure manuals. Effectively present information and respond to questions from groups of Elected Officials, Department Heads, employees, and the public.

MATHEMATICAL SKILLS

Employee must have ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must have the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area circumference, and volume. Must have ability to apply concepts of basic algebra and geometry. Must have ability to draw and interpret charts and graphs such as pie charts and bar and line graphs.

REASONING ABILITY

Must have ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Must have ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch, or crawl, and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee may have to lift and/or move moderately heavy items such as Personal Computers, Terminals, or Printers.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to above risk of electrical shock which exists due to the constant shuffling of electronic devices and dealing with their internals. The employee is occasionally exposed to fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is above normal, but not the point of being dangerous.

If you require reasonable accommodation in completing an application, any pre-employment testing, the interview process, or otherwise participating in the selection process, please direct your inquires to Comal County Human Resources at (830) 643-5859 or neogovapplicant@co.comal.tx.us.

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