Position Overview

The Information Technology and Software Support series encompasses multiple levels of full-time and part-time hourly, technical positions that work in a variety of contexts. They will provide internal and external client software support and training to our government, commercial, utility, and not for profit organizations.  This includes utilizing the tools, services and solutions needed to effectively install, configure, maintain, train, support and optimize all client computer hardware and custom developed software locally and remotely.  Software support and training can occur at the Davey office or on location with the client and may require travel.

Analyze, resolve, and assist clients to manage their resources and assets using custom developed proprietary software programs in a timely and accurate fashion, and provide end user training where required.  Software support specialists will perform various service duties and handle service requests including:

• Work effectively in a variety of computer systems and software applications
• Oversee installation, configure, maintenance, training and support of end user custom software
• Install, configure, support and troubleshoot mobile devices (phones, tablets, etc.)
• Understand the contract needs and specifications of clients and their customers to develop appropriate solutions
• Recommend, schedule, and perform client software improvements, upgrades, and/or purchases
• Organize and develop efficient daily work assignments from start to completion
• Analyze data requests and design appropriate solutions 
• Understand and apply per client specifications applicable regulations and compliance standards
• Program systems to meet client and/or project specifications
• Provide support to product users positively and effectively
• Ability to work independently and with attention to detail
• Ability to effectively prioritize and execute tasks
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to present ideas and solutions in both technical and non-technical language
• Learn emerging technologies and constantly upgrade knowledge of software and operating systems
• Understand and follow company policies, procedures and work rules
• React appropriately in an emergency situation
• Perform all duties as required in a professional manner
• Report timely and accurately to supervisor

Job Duties

Competency:

• Safety
  • Observe and follow safety and security procedures
  • Determine and apply appropriate action using guidelines and training
  • Report and correct unsafe and potentially unsafe conditions
  • Use and maintain equipment and materials properly
• Quality
  • Meet job duty requirements
  • Attain project specific quality control standards
  • Follow applicable laws and regulations
  • Uphold organizational ethics and policies 
  • Actively participate in community and professional development events
• Team Work
  • Balance team and individual responsibilities
  • Give and listen to feedback
  • Participate in and conduct employee training and staff meetings
  • Respond appropriately and in a timely manner to requests for service and assistance
  • Contribute to building a productive team environment
• Communication
  • Speak clearly and accurately in positive and negative situations
  • Listen and obtain clarification, interpret oral information
  • Accurately read and interpret written information
  • Write clearly and accurately
  • Responds appropriately and accurately to questions
  • Participate constructively in meetings

Qualifications

An individual must be able to perform each essential job duty consistently and satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. 

• Four year degree in Computer Science, Information Technology or related discipline or an equivalent combination of education and experience in a similar position
• Knowledge and proficiency in the principles, techniques and applications of Database Programming
• Strong interpersonal and communication skills (verbal and written)
• Hands-on software and hardware troubleshooting experience
• Strong skills and experience with at least one of the following areas of expertise:
  • Software Technical Support and Training
  • Database Programming: experience with two or more database programming languages including MS Access,SQL Server, PostgreSQL, or others
  • Application Programming: experience with basic programming knowledge and the ability to develop functions and write custom applications in one or more scripting languages 

Language Ability: Read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Write reports, business correspondence, and procedure manuals. Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability: Perform basic arithmetic computations.  Advanced mathematical capabilities may be required by project.

Reasoning Ability: Solve practical problems and deal with a variety of multiple variables in varied situations. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: Advanced proficiency in a variety of both common and specific computer systems or software programs is necessary to complete job duties in line with the Education and Qualifications section listed above.

Certificates and Licenses: Obtain and maintain required licenses and certifications.

Supervisory Responsibilities: The Lead IT and Software Support Analyst carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  

The Senior IT Software Support Analyst, the Software Support Specialist, and Technician have no supervisory responsibilities.

Additional Information

Work Environment: The work environment characteristics described here are representative of those employees encounter while performing the essential functions of this Job.  While performing the duties of this Job, the employee is regularly exposed to:

• Noise level and environmental changes in the work environment
• Varied indoor temperature changes
• Distractions and Interruptions
• Multi-tasking

Demands: The demands described here are representative of those that must be met by an employee to perform the essential functions of this job. 

• Use hands and arms to write, type, file and organize
• See, observe and respond to visual messages
• Hear, observe and respond to instructions, messages and other oral communication
• Adjust quickly and efficiently from task to task with little or no effort
• Speak clearly in a professional and understandable manner
• Bend, reach, hold, grasp, sort and organize
• Perform in the presence of distractions or work challenges
• Regular and timely attendance
• Participate in employee and professional training events
• Maintain a neat, clean, and professional appearance, wearing appropriate well-maintained attire and practicing good personal hygiene
•  

Accommodations: If requested by employee or otherwise as required by law, reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.

Company Overview

Employee Development & Advancement

The following describes the specific levels associated with the IT Software Support series:

• IT and Software Support Technician/Specialist: This is the entry level of the series and may require little to no direct experience. Individuals working at this level are expected to progressively learn and apply technical information and skills under general supervision. Under most circumstances, work assignments involve applying routine procedures to solve common challenges. Work quality and ability is expected to increase and the need for supervision is expected to decrease with time.
• IT and Software Support Analyst: This is the experienced level of the series, and technical certification and licensing may be required to advance to this level. Individuals working at this level are expected to be proficient at the common skills, policies and processes; are primarily self-directed and deliver high quality work products. Work assignments may vary from routine to unusual.  Leadership development begins at this level, as employees may be expected to train and mentor teammates, work more directly with clients, and represent the company and the client at professional meetings.
• Lead IT and Software Support Analyst: This is the supervisory level of the series, and advanced technical certification and licensing may be required to advance to this level. Individuals working at this level are expected to have mastery over the common skills, policies and processes; are primarily self-directed and capable of supervising others to deliver high quality work products. Leadership skills are required in order to supervise, train, assign work and (if necessary) discipline direct reports. This level will require extensive contact and communication with clients to report on the status of projects, identify problems and develop solutions. Individuals will represent the company and the client at professional meetings and will communicate ideas, technical information and industry intelligence as appropriate.
• Senior IT and Software Support Analyst: This is the advanced (non-supervisory) level of the series, and advanced technical certification and licensing is required to advance to this level. Individuals working at this level are expected to have mastery over the common skills, policies and processes, are primarily self-directed and capable of applying high level technical information to develop solutions for our clients. Leadership skills are required in order to mentor teammates, communicate internally and work more directly with clients. This level will require extensive contact and communication with clients to report on the status of projects, identify problems and develop solutions. Individuals will represent the company and the client at professional meetings and will communicate ideas, technical information and industry intelligence as appropriate.

Divisional Overview