Software Support Specialist

Salary

$68,500.83 - $97,902.70 Annually

Location

Information Technology Johnson County Health and Human Services Building 855 S Dubuque St Suite 204, IA

Job Type

Full-time

Job Number

00780

Department

Information Technology

Opening Date

05/03/2024

Closing Date

5/24/2024 11:59 PM Central

• DESCRIPTION
• BENEFITS

Definition and Duties

Under general supervision, contributes to software application integrations, value-added customizations, implementations and support. Diagnoses and resolves problems and/or escalates as needed to meet expected levels of service. Caters to user experience and functionality through collaboration with users, stakeholders, vendors and other technical staff. Contributes to a cross-functional team that responds to business software needs by creating custom applications, reports and interfaces and implements and supports third-party software applications.

Knowledge of and Ability to

• System analysis, design, development, testing, deployment and documentation methods and standards
• Project management principles, practices and techniques including resource and workload planning and risk analysis
• Microsoft Business Intelligence stack

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``` - SQL Server database (practical)

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``` - Design - T- SQL query language - Stored procedures - SQL Agent jobs - Security

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``` - SQL Server Integration Services - SQL Server Reporting Services - SQL Server Analysis Services (plus)

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``` - Git version control (or similar) - Microsoft Visual Studio - Microsoft Office - Software application configuration, custom report creation, back-end interfaces and security - Web services/APIs - English language to include grammar, spelling, sentence structure, and vocabulary and proofreading skills

Ability to:

• Learn County operational processes related to supported applications
• Provide technical aspects and leadership for mid-level software implementation/upgrade projects
• Gather/analyze requirements, design, create, test, implement and document application enhancements, custom reports, back-end interfaces and business processes
• Work closely with stakeholders to devise meaningful, reliable and timely solutions
• Serve as application administrator role as assigned: manage security, configuration, upgrades, performance, data structures and interfaces
• Consult with software vendors to resolve issues, perform upgrades and keep abreast of changes
• Evaluate moderate to complex business processes for improvement and while diagnosing and resolving issues
• Generate creative solutions
• Present technical information, explain concepts and advise others clearly, logically, in oral, written and graphical form, and in a manner understood by technicians, other County personnel, and the general public
• Adapt to changing technologies and advocate for acceptance to improve business processes
• Build consensus and coordinate projects around new ideas promoting operational excellence throughout the County
• Learn and apply new programming techniques and tools
• Train IT and user department staff
• Interact effectively with persons from widely divergent backgrounds, interests, and points of view
• Learn, apply, and articulate departmental policies and procedures
• Represent Johnson County and perform duties in a professional, responsible and trustworthy manner
• Work independently and in teams
• Be detailed oriented and accurate while performing duties
• Follow complex oral and written instructions
• Multi-task, prioritize, and manage time efficiently Maintain confidentiality of protected information as appropriate
• Provide customer service that is courteous and responsive
• Establish and maintain effective working relationships with elected fficials, department heads, co-workers, vendors, and members of the public
• Handle moderate levels of stress, meet deadlines and solve problems appropriate to the position
• Use a computer for word processing, spreadsheets, databases, presentations, email, Internet and programming
• Operate common office equipment such as calculator, fax machine, photocopier, multi-line telephone, scanner, computer projector and printer
• Have clarity of speech, hearing, and writing which permits effective communication
• Have sufficient vision which permits moderate to heavy production and review of a wide variety of materials in both electronic and hardcopy forms
• Have sufficient manual dexterity to make handwritten notations and which permits moderate to heavy use of a keyboard and mouse
• Stand, sit, walk, climb, balance, stoop, kneel, crouch, crawl, squat, bend, twist, reach and use a step stool or ladder as needed
• Lift, push, pull, and/or carry up to 25 pounds
• Have sufficient personal mobility to complete field work at various county facilities and other locations

Occasionally work evenings and weekends

Minimum Education, Training and Experience and Special Requirements

Bachelors degree with major course work in computer/technology-related field AND three (3) years professional experience in systems implementation, analysis, programming or related including two (2) years of SQL Server and one (1) year of project management OR Associate degree in computer/technology-related field AND five (5) years professional experience in systems implementation, programming or related including two (2) years of SQL Server and one (1) year of project management; OR any equivalent combination of education and experience which provides the required knowledge, skills, and abilities.

Special requirements:Valid drivers license and insurable under County liability coverage. May also require use of personal vehicle or equivalent transportation for official business. Must pass background check.

Specific Duties

To be performed satisfactorily with or without reasonable accommodation.

The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.

Develops product expertise of third party software systems as assigned; provides subject matter, first-line support to users and other technical staff; escalates issues to vendor; acts as vendor point-of-contact and keeps abreast of changes; leads implementations, conversions, upgrades and testing; promotes new features or untapped functionality to users; maintains security rights and configuration; creates and maintains custom reports and back-end interfaces with other applications.

Provides technical expertise on complex projects; formulates and defines system scope and objectives; establishes time estimates for completion of projects; develops and implements solutions to problems.

Interacts with users to analyze and evaluate requests for services; identifies user requirements and objectives; defines problems and develops solutions; determines program intent, data input/output requirements, and inclusion of internal checks and controls; writes detailed description of users needs, program functions, and steps required for the development and/or modification of software.

Gathers and documents requirements for enhancements and issue resolution; devises and modifies methods to solve complex problems considering human resources, time, capabil