Senior Application Support Representative (NY HELPS) 0726-0023

The Senior Application Support Representative, Technology Services, is an employee with a wide range of experience with the policies, procedures and support activities of the WNYRIC. The Sr. ASR exercises leadership and some independent decision-making in regard to the oversight and improvement of the services provided to school district personnel, as well as, the internal processes of the support team. The Sr. ASR must have an excellent grasp of the technology, regulatory and legal environment in which the service is being delivered. Although the Sr. ASR does not act as a supervisor of other employees they may guide, encourage, direct and monitor Application Support Representatives as support services are delivered to school district personnel.

General Duties

1. Acts as a liaison with vendors, NYSED, and other agencies.

2. Maintains records of application issues and resolution provided to district users.

3. Confers regularly with supervisor on work activities.

4. Supports the team approach and promotes team guidelines.

5. Establishes and maintains good working relationships.

6. Maintains confidentiality.

7. Monitors for common trends and underlying problems and follows up as needed.

8. Maintains professional communication with co-workers, districts, vendors and NYSED and other agencies.

9. Presents at user group meetings.

Specific Duties:

1. Guides the activities of the Application Support Representative.

2. Provides training for users of assigned applications along with instructional materials.

3. Provides telephone, email, remote and on-site support to districts for assigned applications.

4. Creates and maintains user documentation on assigned applications for team members, as well as, district users.

5. Monitors progress on relevant tasks and timelines following up as needed.

6. Performs quality control testing of complex software fixes.

7. Assists in defining criteria when custom projects are requested by district users.

8. Maintains expert knowledge of the methods, principles and practices in all applications assigned to the team.

9. Provides information on issues related to applications, such as, fund accounting principles, payroll regulations, student attendance, special education regulations, state data collection and reporting.

10. Maintains proficiency in current technology related to the applications they support, including but not limited to MS Office applications, online training and support tools, collaboration tools.

11. Assists the Coordinator, Manager or other supervisor in evaluating recommendations for software enhancement requests, changes, problems and communicates outcomes.

Internal Duties

1. Exercises an ongoing membership role on the assigned team

2. Provides backup for other team members

3. Informs supervisor of deviations from approved schedules

Other Duties

1. Other duties as assigned that are relevant to the civil service job description for this title.

$500 for Associates Degree/Accredited Training Program Certification or $1000 for Bachelors Degree or $1500 for Masters Degree, There is no civil service examination required for this position for the duration of the NY HELPS Program. Candidates must meet the minimum civil service qualifications for a NY HELPS appointment as follows:

A) Graduation from a regionally accredited or New York State four (4) year college with a Bachelors degree and three (3) years experience in training and support on software applications; OR;

B) Graduation from a regionally accredited or New York State two (2) year college with an Associates degree and five (5) years experience in training and support on software applications; OR;

C) An equivalent combination of training and experience as defined by the limits of (A) and (B).

Pulled from the full job description

• 403(b)
• Health insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Paid holidays, Generous Benefits Package including but not limited to the following: Employment - Erie 1 BOCES
• 15 Paid annual Holidays
• Generous Paid Personal/Sick time
• Generous Paid vacation days
• Premium Health and Dental plans (E1B pays 85%)
• Life insurance at NO cost to you
• FSA plan
• Commitment to Diversity, Equity, and Inclusion
• NYS Retirement System
• 403b AND 457 retirement plans