Job Information
Maine Maritime Academy System Support Specialist in Castine, Maine
This job was posted by https://joblink.maine.gov : For more information, please see: https://joblink.maine.gov/jobs/1326654
SYSTEMS SUPPORT SPECIALIST
POSITION OVERVIEW
As a member of the IT team, the Systems Support Specialist is responsible for
providing application support to MMA end users to help them better utilize
computer applications in the fulfillment of business objectives. The Systems
Support Specialist works to achieve both effective and efficient use of new and
existing platforms, and the successful integration of these platforms into end
user work processes.
DUTIES
? Responsible for day-to-day support of Academy application systems.
? Works with end-users, other Academy staff and application vendors to
resolve application issues, which may require in-depth analysis and
testing.
? Keeps end-users informed of how and when problems are resolved.
? Analyzes workflow and business practices of functional business areas
to better understand and support end-user needs.
? Recognizes and identifies potential areas where existing policies and
procedures require change, or where new policies and procedures need
to be developed.
? Proactively identifies problem trends and known error conditions and
work towards a permanent solution.
? Identifies and recommends solutions and customizations to meet end-
user needs.
? Assists with the creation of software based solutions for automating
manual tasks and/or improving productivity.
? Creates reports for end-users using Academy-supported reporting tools.
? Provides individual and/or group instruction and training to staff
and/or faculty on software applications and systems.
? Assists the Application Integration Specialist with identification of data
hygiene issues; trains end-users on how to prevent and/or correct data
hygiene issues; responsible for ongoing monitoring of data hygiene
prevention and correction.
? Assists other applications team members on project related tasks
? Participates in evaluation of proposed software or software
enhancements for feasibility.
? Creates and maintains SOPs for existing and new procedures for both
other IT staff and end-users.
? Provides introductory training to new employees in the enterprise
software areas that they support.
? Responsible for client installations of enterprise software.
? Responsible for leading end-user support groups.
? Other duties as assigned.
SKILLS
? Excellent customer service skills, and the ability to work well with both
internal (Academy) customers as well as external entities.
? Knowledgeable with industry standards and best practices for
application development and architecture.
? Ability to work with customers who have varying degrees of technical
expertise.
? Exceptional troubleshooting ability required to solve non-routine,
complex problems as they arise.
? Computer hardware and software skills are required.
? Ability to troubleshoot software.
? Critical thinking skills.
? Ability to work in a team oriented, collaborative environment is
required.
QUALIFICATIONS
? Bachelors Degree or equivalent technology experience
? Minimum of 3 years of experience in a technical support role
? Prior experience providing application support to broad business and
technical groups in a non-profit or educational setting
? In depth knowledge of MS SQL databases and transact SQL language
? Experience with various APIs and programming languages is desirable
? Experience training users on new application features and functionality
? Excellent verbal and written communication skills
? Some proven experience in Microsoft Dynamics GP is desirable
? Some proven experience with PowerCampus or equivalent student
information system is desirable
WORKING CONDITIONS
? Environment can be stressful, competing projects and demands
? Frequent bending and twisting in awkward positions
? Frequent contact with students, parents and external entities
? Some lifting of moderately heavy equipment for various reasons
? Occasional weekend and evening work required
Factor
Degree
Points
Knowledge and Skill
7 252
Effort
A. Mental and Visual Effort 5 40
B. Physical Effort 2 16
Responsibility for Cost Control 5 40
Responsibility for Others
A. Injury to Others 2 16
B. Supervisory Responsibility 3 24
C. Sensitive Information and Records 5 40
Working Conditions 2 16
Responsibility for External and Internal Relations 4 32
476
Pay Range 21
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