Application Support Technician

Application Support Technician

This position is open to applicants who are permanent in the Administrative Procurement Analyst title, eligible for appointment from the Open competitive Administrative Procurement list. This position is also open to qualified persons who are eligible for the 55a program. Under the supervision of the Director of Information Technology (IT) Application Support, the Application Support Technician is responsible for providing high-quality end-user support for both routine and non-routine application issues. This role involves diagnosing problems, identifying effective solutions, and responding to user inquiries in a timely and professional manner. The Application Support Technician will collaborate closely with team members and stakeholders to ensure applications function efficiently and meet organizational needs. Additionally, this role assists in creating and maintaining documentation, including troubleshooting guides, procedures, and knowledge-base materials to support consistent and efficient IT operations.

Key Responsibilities:

• Provide end-user support for application-related issues, including troubleshooting, diagnosing problems, and implementing solutions.
• Respond to support requests promptly and communicate resolutions clearly and effectively.
• Escalate complex issues to senior team members or vendors when necessary.
• Assist in developing, updating, and maintaining documentation for application procedures and support processes.
• Monitor application performance and identify opportunities for improvements.
• Collaborate with IT staff and business units to ensure application needs are met.
• Maintain accurate records of support activities using the organization's ticketing system.

Minimum Qualifications:

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or 2. A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or 3. Education and or/or experience equivalent to "1" or "2" above. College education may be substituted for up to two years of the required experience in "2" above on the basis that 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.

Preferred Skills:

Experience in application support, help desk, or a related IT role preferred. Strong problem-solving and analytical skills. Excellent communication and customer-service skills. Ability to document procedures clearly and accurately. Familiarity with common business applications and troubleshooting methodologies. Experience with ticketing systems. Basic understanding of databases, system integrations, or enterprise applications.

55a Program:

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness:

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website.

Residency Requirement:

New York City Residency is not required for this position.

Additional Information:

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.