The Applications Support Specialist (AppSS) role serves as the gate for all incoming customer contact. The AppSS will create a ticket/ incident and begin an initial review of the request or issue. After the initial review, the incident is either processed and closed, or referred to a programmer as appropriate. This position can serve as a launching pad into a variety of programming positions at The Picas Group, including those in Support, Development, Quality, as well as in Consulting.
Job Duties:
- Open/create Help Desk Incidents for Picas customers
- Research incoming incidents for a solution or assist with problem identification and refer to Support Tech as appropriate
- Manage flow of incoming Help Decks incidents
- Troubleshoot hardware issues
- Research software problems
- Answer user questions
- Gather information to be used by the Support and IT technicians for issues that need to be referred to them.
- Assist with any Picas documentation as needed/required
- Attend support meetings and report on assigned duties
- Attend Picas trainings as offered/necessary
- Conduct customer web conferences as indicated
- Provide a professional, high-quality support experience for all
- Special projects as needed
- Assist with software testing
- Works closely with any new customers on questions and training during the initial deployment process.
- Other duties as required
The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
- Associate’s or Bachelor’s Degree in Information Systems or Computer Science
- A visible passion for technology
- Excellent verbal and written communications skills
- Can move beyond technical issues, and is able to see technology’s impact on business priorities
- Experience with Windows is required
- SQL and JavaScript proficiency is preferred.
