Application Support Analyst Ii - Remote

Job Title:Application Support Analyst II - Remote
Location: Atlanta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 267126
Job Summary

Deliver support to end users in the unit about how to use various types of software programs efficiently and effectively. This includes troubleshooting applications and software. Participate in the design, delivery, and improvement of in-house software applications training programs and related courseware. This position will interact on a consistent basis with: Users of assigned software applications internal and external to unit, central IT office staff, contractors and vendors.This position typically will advise and counsel: Users, IT staff, contractors and vendors.This position will supervise: NA

The Office of Graduate Education is looking to expand its team of Slate experts responsible for the configuration, coordination, and daily management of the graduate enrollment instance of Slate. The Slate Application Support Analyst II serves on a team that supports back-end Slate users across GT graduate programs and the graduate admissions team. This position will work on optimizing systems and processes that support recruitment, admissions, and enrollment across all Georgia Tech graduate programs (on-campus and online). This position reports to the Associate Director of Graduate Admissions and Recruitment and will be a member of the Slate Technical Team.

Responsibilities

Job Duty 1 -
Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. Provide Tier 1 and Tier 2 Application Support.
Job Duty 2 -
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Job Duty 3 -
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Job Duty 4 -
Research software application products and services in support of development and purchasing efforts.
Job Duty 5 -
Test new and existing software applications under development or consideration for purchase.
Job Duty 6 -
Participate in the design, development, and delivery of software applications training programs and individual classes.
Job Duty 7 -
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc. as directed.
Job Duty 8 -
Perform other duties as assigned

Required Qualifications

Educational Requirements
Bachelor's Degree in computer science, information systems, or related field, or equivalent combination of education and experience
Other Required Qualifications
Occasional travel between training locations required; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components; fifting and transporting of moderately heavy objects, such as computers and peripherals.
Required Experience
Two to three years of job related experience

Preferred Qualifications

Proficiency with Slate Tools and Features e.g., Queries/Reports, Inbox, Reader, Deliver, and Forms

Experience with Slate dataset development and maintenance Experience with database management, reporting tools, and scripting Admissions and/or Recruitment experience

Knowledge, Skills, & Abilities

SKILLS
This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned; proven experience with troubleshooting principles, methodologies, and issue resolution techniques; knowledge of programming languages and techniques; ability to develop and interpret technical documentation for training and end user procedures; experience with building and maintaining databases for query and problem tracking; good analytical and problem-solving abilities; ability to present ideas in business-friendly and user-friendly language; very strong customer service orientation; excellent written, oral, and interpersonal skills; experience working in a team-oriented, collaborative environment.

Equal Employment Opportunity The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

All members of the USG community must adhere to the USG Statement of Core Values, which consists of Integrity, Excellence, Accountability, and Respect. These values shape and fundamentally support our University¿s work. Additionally, all faculty, staff, and administrators must also be aware of and comply with the Board of Regents and Georgia Institute of Technology's policies on Freedom of Expression and Academic Freedom. More information on these policies can be found here: Board of Regents Policy Manual | University System of Georgia (usg.edu)

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

Background Check Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening Other Information Job Grade: I4Salary Range: $73,000Salary will be commensurate with experience and education This role is mainly remote, but expected to be on-site 3x a year.Location: Atlanta, GA