Application Support Specialist

Under the direction of the Information Technologies Manager, the Application Support Specialist performs advanced technical work supporting the City’s enterprise applications, SharePoint, Laserfiche, Microsoft 365 environment, cloud services, and information technology systems. This individual will provide administration, maintenance, troubleshooting, and support for servers, storage, backup systems, identity and access management, and business applications. They will coordinate with City departments, vendors, and service providers to ensure secure, reliable, and efficient technology services. Assists with strategic technology projects, cybersecurity initiatives, system upgrades, migrations, documentation, and end-user training.

HOURS: 8:00 a.m. - 4:30 p.m. Monday - Friday. Must be available to attend night meetings or city events., ESSENTIAL DUTIES

• Supports the City’s SharePoint environment, including site configuration, permissions, document libraries, lists, workflows, forms, intranet structure, end-user support, documentation, and training in coordination with departments and IT staff.
• Serves as the primary technical contact or administrator for assigned systems and applications, supporting availability, reliability, performance, security, and user access.
• Configures and manages user accounts, groups, roles, and permissions across enterprise applications, identity and access management systems, and multi-factor authentication in accordance with City policies, cybersecurity standards, and data privacy requirements.
• Assists with administration and maintenance of servers, storage, databases, backup systems, virtualization platforms, and cloud services; monitors system health, performs routine maintenance, coordinates scheduled upgrades or downtime with IT staff and vendors, and documents system configurations and changes.
• Assists with disaster recovery and business continuity planning, testing, and documentation; ensures system backups and replication processes are operational; provides support during emergencies or scheduled maintenance windows outside normal business hours.
• Coordinates with vendors, and third-party service providers to implement, integrate, maintain, and troubleshoot software and hardware systems.
• Provides advanced technical support for municipal business applications, including intake, troubleshooting, documentation, testing, and resolution of incidents and service requests through the City’s IT ticketing system.
• Develops and maintains technical and end-user documentation, including system configuration notes, standard operating procedures, knowledge base articles, training materials, and troubleshooting guides.
• Coordinates efforts to ensure Richfield is an equitable, inclusive and respectful organization and supports the City’s mission, vision and core values.
• Performs other duties and assumes other responsibilities as assigned.

• Working knowledge of enterprise application support, including Microsoft 365, SharePoint Online, Laserfiche, user permissions, application configuration, workflows, forms, and end-user support.
• Working knowledge of Active Directory and Group Policy, including user and group administration, organizational units, security permissions, login scripts, and troubleshooting of policy application issues.
• Working knowledge of cybersecurity principles and best practices, including identity and access controls, least-privilege permissions, multi-factor authentication, phishing prevention, secure handling of sensitive or regulated data, confidentiality, and compliance with City security policies.
• Considerable knowledge of troubleshooting and supporting enterprise applications, operating systems, endpoint devices, user access, permissions, and network connectivity issues.
• Working knowledge of IP phone systems, including user/device administration, call routing, voicemail, basic troubleshooting, and vendor coordination.
• General knowledge of local government functions and services.
• Strong customer service, communication, and interpersonal skills, with the ability to work collaboratively and explain technical concepts in non-technical terms to City staff at all levels.
• Excellent analytical and problem-solving skills, with the ability to research, learn, and adapt to new technology.
• Ability to organize work, manage multiple priorities, maintain accurate records, and work both independently and as part of a team in a public-sector environment.
• Ability to establish and maintain positive, professional working relationships within all levels of the organization.
• Demonstrates ability to understand and respect the diversity of customers and co-workers, effectively communicating with individuals whose first language may be other than English.

Qualifications

CERTIFICATION AND LICENSURE

• Must possess a valid Class D driver’s license., * Associate’s degree in Information Technology, Computer Science, Management Information Systems, or a closely related field.
• At least two (2) years of experience providing application, help desk, or technical support in a multi-user environment; or an equivalent combination of education and experience.

PREFERRED QUALIFICATIONS

• Experience supporting enterprise applications, Microsoft 365, SharePoint Online, Laserfiche, Active Directory, Group Policy, IP phone systems, or municipal business systems.

• Previous experience in a local government or public-sector technology environment., The physical demands that are described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Must have the ability to:

• Ability to sit, talk and listen for extended periods of time. Ability to climb stairs, bend, stoop, reach, manipulate doors, drawers and locks.
• Specific vision abilities required include close vision and the ability to adjust focus.
• Ability to occasionally lift and/or move up to 40 pounds.

Pulled from the full job description

• Paid parental leave
• AD&D insurance
• Parental leave
• Health insurance
• Paid time off
• Dental insurance
• Life insurance, The City of Richfield, MN offers a complete and comprehensive benefits package to full-time employees, including:
• 100% employer paid Medical and Dental coverage for single enrollment, plus employer contribution to HSA
• Significant contribution towards spouse, child(ren), and family coverage
• Flexible Spending Account options
• 100% employer paid Short-Term Disability insurance
• 100% employer paid Long Term Disability insurance
• 100% employer paid Basic Life and AD&D insurance
• Opportunity to request participation in our modified work schedule program (choose one regular day off every other week), depending on position
• Opportunity to request to participate in a flexible work schedule with remote work options, depending on position
• Wellness program which includes earning up to 8 hours of paid time off after participation in wellness activities throughout the year
• Vacation Leave and Personal Leave, with additional 12 Holidays per year
• Up to 10 days paid parental leave for either parent after the birth or adoption of a child
• Enrollment into a pension plan through PERA
• Voluntary enrollment into deferred compensation plans with a variety of partner agencies