Santa Clara County Office of Education

Classified Personnel Services

Bargaining Unit: Office, Technical, and Business Services

JOB TITLE: Applications Support Specialist

DESCRIPTION OF BASIC FUNCTION AND RESPONSIBILITIES

To participate in the research and analysis of system application needs and problems for users; to provide assistance, advice, problem solving, and technical information to customers regarding the use of software applications; and act as liaison with customers regarding the status of their requests. This job class exercises responsibility for the coordination and application of established procedures related to information systems operations and for ensuring the accuracy and timeliness of system output, assuring that generated output meets the needs of assigned customers. Employees in this class receive direct supervision from a Systems Coordinator within a framework of standard policies and procedures.

ALTERNATE CLASS SERIES

The classification of Applications Support Specialist serves as an alternate class series with the classification of Applications Support Technician. Employees may be hired into either level; however employees hired initially into the entry level classification of Applications Support Technician may expect to be reasonably reassigned to the journey level classification of Applications Support Specialist upon completion of a two year period incumbency supplemented by applicable coursework in office technology, computer applications, business administration, or a related subject area.

DISTINGUISHING CHARACTERISTICS

The alternate class series of Applications Support Specialist/Applications Support Technician is distinguished from the higher class of Applications Support Analyst in that incumbents of the latter are responsible for the overall research and analysis of system application needs and problem resolution requiring higher skill, experience, and expertise.

TYPICAL DUTIES (Positions in this class may function in one or more specialized areas such as business services, pupil services, or end user hardware/software products and configurations)

Assists in the researches, analysis, problems, and coordination of department staff, as needed

Acts as a liaison between the Regional Technology Center and assigned customers regarding information systems operations, schedules, problems, timelines, procedures, requirements and billings

Receives requests from customers for service or problems resolution; prioritizes requests and routes to appropriate staff for action; maintain a data base customer requests and tracks the progress of service and problem resolution; contacts customers to keep them informed of the status of their requests

Actively participates in the testing and implementation of new systems

Confers with programming staff regarding program changes and problems

Provides inservicing sessions for users in the operation of computer and communications equipment, system applications, and software products

Assists in the development of course modules and training materials to train end-users in the use of complex integrated software applications;

Provides guidance, assistance to users in response to written and verbal questions regarding the proper use and implementation of appropriate procedures and operations necessary to meet user needs

Develops, prepares, and updates user manuals, training, and marketing materials, newsletters, and memorandums

Maintains and/or prepares records, reports and logs and counts of documents related to assigned functions

Sets up and maintains user system access according to established procedures; sets up and maintains customer distribution lists

Notifies appropriate staff of system, programming, and/or production problems impacting on the accuracy or expediency of output data/reports

Documents production problems for appropriate action

Generate, receives, and reviews computer produced output, verifying for completeness and accuracy, consulting with other department or COE staff as necessary, and initiating corrections when required

Sets up jobs for computer processing according to established control procedures, requirements, and sequence

Develops written communication and documentation for users and for internal use

Reviews contracts for accuracy and completeness

Monitors contracts to ensure that production output/reports comply with contract requirements and invoices customers for contracted services

Schedules data input/output and stays aware of scheduled job status

Prepares and routes output for distribution to appropriate customers

Operates computer terminal and microcomputer to maintain files, process inquiries and process data

Establishes and maintains cooperative and supportive relationships with customers

Performs related duties as required

EMPLOYMENT STANDARDS

Possession of:

a valid class 3 California Driver's License

a driving record which meets the County Office of Education's insurance requirements

Knowledge of:

information system terminology, concepts, functions, policies, and procedures

modern office methods, practices, and procedures

the proper use and operation of equipment, software packages, system applications, word processing, and spreadsheet, and other related software

proper English usage, vocabulary, and punctuation

Ability to:

learn and apply appropriate procedures with assigned area of specialization

continually learn and utilize highly specialized software applications

communicate effectively in both oral and written form

learn customer's operations and systems and prioritize customer requests according to established guidelines

organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines

remain current with end-user hardware and software products

effectively verify the accuracy of detailed data in a timely manner

quickly identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified

prepare routine reports and perform mathematical calculations accurately

work independently with minimal supervision

use and operate standard office and information systems equipment

establish and maintain effective work relationships with those contacted in the performance of required duties

meet the physical requirements of the job

EDUCATION AND EXPERIENCE

Generally, the required knowledge and abilities will have been acquired through any combination of education and experience. A typical method of demonstrating these requirements would be:

Education: Two years of college or completion of supplemental workshops/courses beyond high school in office technology, computer science, information systems, business administration, public administration, or a related field.

Experience: Two years of end-user support experience preferably in a client server computer environment.

Acceptable Substitutions: Additional directly related experience may be substituted for the educational requirement on a year for year basis. There will be no substitutions for the required experience.

Pending Personnel Commission Approval: March 26, 1998