IT & Software Support Specialist

Position Overview

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.

• Work effectively in a variety of computer systems and software applications
• Oversee installation, configuration, 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 client specifications, applicable regulations and compliance standards
• Program systems to meet client and/or project specifications
• Provide support to product users positively and effectively
• Work independently with attention to detail
• Prioritize and execute tasks effectively
• Adept at reading, writing and interpreting technical documentation and procedure manuals
• Present ideas and solutions in both technical and non‑technical language
• Learn emerging technologies and constantly upgrade knowledge of software and operating systems
• 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

• 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
  • Respond appropriately and accurately to questions
  • Participate constructively in meetings

• Four‑year degree in Computer Science, Information Technology or related discipline or equivalent combination of education and experience
• Knowledge and proficiency in database programming principles, techniques and applications
• Strong interpersonal and communication skills (verbal and written)
• Hands‑on software and hardware troubleshooting experience
• Strong skills in at least one of the following areas:
  • Software Technical Support and Training
  • Database Programming – experience with two or more database programming languages including MS Access, SQL Server, Postgre
    
    SQL or others
  • Application Programming – basic programming knowledge and 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…