Job description

Quantam Solutions provides IT solutions and consulting for the Commonwealth of Kentucky. We offer a competitive hourly wage, health benefits, paid time off, and a 401(k) plan. We're currently seeking a Application Support & Engagement Specialist for the Commonwealth of Kentucky's Kentucky Transportation Cabinet.

About KYTC OIT

The Kentucky Transportation Cabinet (KYTC) is committed to meeting and exceeding the needs and expectations of our business customers. We strive to continually improve both the delivery of our products and services and the processes which support that delivery.

The Office of Information Technology (OIT) within KYTC makes decisions based on this commitment and always strives to provide value to our business units and external stakeholder community.

OIT has an immediate need for an exceptional individual to join our organization as an Application Support Specialist. This opportunity is based in Frankfort, KY. The ideal candidate will have strong communication and critical thinking skills. Must be able to provide support and guidance on application functionality, business processes and general troubleshooting and problem solving as well as the ability to communicate with the end user, project team and colleagues.

POSITION OVERVIEW:

The Application Support and Engagement Specialist will provide support and engagement to the end users of a web-based application with multiple and varied end-users including but not limited to multiple roles and access within the application.

PRIMARY RESPONSIBILITIES/REQUIRED SKILLS:

Work closely with marquee clients to provide both technical guidance and creative solutions to challenges while helping them integrate our platform into their system.

Create and deliver training material.

• Create material from scratch using Microsoft Office Tools.
• Videos, manuals, and other training materials.

Present material to end users.

• One on Ones
• Virtual sessions
• Group sessions
• Apply your technical expertise to quickly resolve both simple and complex problems.
• Troubleshoot technical problems with customers by phone, Lync, screen-sharing and via e-mail.
• Assist the team with crafting responses to questions on our new knowledgebase platform.
• May create FAQs or other documentation for problem solving or support documents.
• Collaborate with the team to resolve product issues.
• Maintain excellent customer communication and follow up throughout the troubleshooting process.
• Provide detailed documentation of reported product issues and resolutions.
• Deliver constructive product feedback as it is received from customers.
• Suggest ways in which the Application Development Team can improve the overall customer experience.
• Must be able to use Microsoft Office and MS Teams.
• Must be able to create materials from scratch without templates or established materials.

ADDITIONAL REQUIREMENTS:

• The ability to learn new software and technology quickly is paramount to success in this position.
• Excellent PC skills including, but not limited to: Word, Excel, Email Software, MS Teams, and internet technologies.
• Knowledge of SQL or other programming experience is a plus but not necessary.
• Demonstrated aptitude for troubleshooting and diagnosing technical problems.
• Must be customer-oriented and provide exceptional customer service to clients.
• Verbal and written communication skills.
• Ability to utilize constructive feedback as well as have open communication cross-functionally.
• Strong attention to detail, time management, and organizational ability.
• Able to work independently within defined processes and procedures.
• A passion and interest in information technology and customer support.

TYPICAL DUTIES FOR THE APPLICATION SUPPORT SPECIALIST:

• Acts as first point of contact for inquiries and requests for assistance from users of administrative system software and other software used county-wide by responding to inquiries and fulfilling help requests and coordinating with other computer support areas to resolve problems when necessary.
• Ensures that the administrative system software is used to its fullest potential by assisting with the implementation of new or unused features, understanding the function and business processes of the end-user’s department, analyzing current processing and procedures, using technical and functional knowledge of the software to provide advice on the implications of various implementation choices, provide training and consulting services related to the application.
• Ensures the effective daily operation of the application software by using technical and functional knowledge to assist the end users with problem determination and resolution.
• Prepares and presents short courses on software topics that have a widespread and standard base of use.
• Provides quality training resource materials by creating user’s guides, documentation, handouts, and web resources that support training offerings.
• Assists administrative system software users with identifying and analyzing their reporting needs by researching possible solutions, fulfilling report requests using appropriate reporting tools, and working closely with software users and the IS staff to see that reporting needs are met.
• Tracks and expedites user requests for software support and custom reports by utilizing help desk software, training other staff members on its use, and building a searchable knowledge base as issues are resolved.

Job Types: Full-time, Contract

Pay: $22.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Frankfort, KY 40601: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 2 years (Required)

Work Location: In person

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