Enterprise Application Support Specialist

Provide exceptional service to the courts & justice, jury, ERP, CAD, and RMS users of Comal County by solving day-to-day support issues, explaining application functionality, coordinating application and server updates with vendor support, training and communicating on those application updates, and make recommendations regarding application enhancements. In addition to analytical, technical, and problem solving skills, the candidate must enjoy working in a team environment.

This individual must possess excellent oral as well as written communication skills in order to identify and deliver solutions in a professional manner. The Enterprise Application Support Specialist will also have aptitude in providing technical support for Windows workstations and complex applications.

• Develop an extensive working knowledge of the various application product suites.
• Establishes and maintains cooperative and supportive relationships with customers.
• Interact with the user community to gather and document business requirements and processes.
• Support customers with complex technical issues related to software on enterprise networks, servers, and workstations.
• General assistance to customers in use and configuration of the enterprise application system.
• Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreements.
• Investigate and resolve application system problems that are a result of environmental variables (i.e. workstation, server, and/or network).
• Develop and document processes and features for customer reference.
• Sets up and maintains user system access according to established procedures.
• Work with application vendors to identify solutions to work around open issues/problems that are under investigations or pending resolution.
• Document and track issues and actionable steps taken utilizing help desk ticketing system.
• Assist with user training and education related to applications.
• Assist with quality assurance testing of new software releases, patches, and/or upgrades.
• Facilitate problem solving between end user and vendor support.
• Analyze and make recommendations regarding application enhancements, user support needs, and improving customer satisfaction.
• Facilitate new application implementation projects.
• Some work may need to be performed outside of normal working hours so as not to interrupt production systems.
• Attendance is an essential function of the job.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is assigned by the supervisor.

High School Diploma or GED equivalent required;
Four year degree preferred in computer related field; or two (2) years vocational education or college training in computer programming, computer science, management of information systems, or a closely related field; and two (2) years “hands on” computer related experience and computer operations experience using Microsoft Windows Operating Systems and Office applications; or an equivalent combination of education and experience.

Experience with courts, justice, jury, ERP, CAD, or RMS system preferred;
Ability to identify basic network connectivity issues;
Previous experience supporting and troubleshooting application related problems;
Practical knowledge of Microsoft SQL Databases preferred;
Knowledge of information systems concepts and terminology;
Excellent customer service skills;
Strong analytical skills;
Skilled at managing multiple priorities in a fast paced environment;
Process improvement and measurement skills preferred. Individual must have a valid Texas driver’s license.

Must have highest level of honesty and integrity due to access to, and ability to view or modify extremely confidential and sensitive data. Must also be capable of working with utmost tact and diplomacy in a stressful environment, which involves close interaction with users, Department Heads and Elected Officials where computer guidance and policies must be carefully…