IT Application Support Technician II
Employment Type: Full-Time (12-month Project)
Workplace Type: Hybrid (Tuesday & Thursday onsite)
Location: Chatsworth, CA
Compensation: $30-35/hr
Important Note:This role is a 12-month project but candidates with be treated at full-time employees and will have full-access to our client's benefits.
SUMMARY:
The IT Application Support Technician II will provide expertise, technical assistance, and administrative support to business applications utilized by relevant program divisions and departments. This role will be responsible for providing application support through help desk calls and tickets relating to application account management and troubleshooting internal and external application issues, while meeting service level agreements. This role is also responsible for compiling and submission of ongoing monthly contractual reports. This position will also ensure data integrity, maintain user security, provide reporting and analysis of business application data and information.
DUTIES & RESPONSIBILITIES:
Administration & Application/Module Technical and User Support (70%)
- Provides accurate and timely Service Management and customer service activities through constant Service Level Agreement (SLA) compliance monitoring. Independently monitor, follow-up, and document work order queue requests, as well as provide technical user training solutions. Seeks work order/trouble ticket automation in CCRC service management tool.
- Serves as application administrator for multiple business applications utilized by relevant program division and departments, and other applications as assigned; user account management (user unlock, password reset, user access/role change), second tier application configuration and setup in accordance with data protection policies.
- Providing expert support for all application/technology related questions, troubleshoot, and resolve technical issues with internal and external customers.
- Provides support and collaboration with process improvements, solutions, and procedural changes.
- Translate business requirements into processes and applications that will drive efficient and consistent execution.
- Ensures data protection follows Federal, State, local Government, and CCRC regulatory and compliance legislation and policies with regards to sensitive information protection and implementation of "need-to-know" information security processes.
- Provides detailed documentation and reporting in support of internal and external audits, as requested.
- Maintain and supports data integrity protocols. Monitors process workflow and audits for accuracy to ensure data quality, consistency, and standards.
Reporting (30%)
- Provide accurate program-related data reports to Subsidy program staff, government entities, and other outside agencies as requested and approved by Subsidy Leadership and SASR Management. Ensures quality is consistent with requirements set forth by division and contracts.
- Provides data analysis, resolves data discrepancies, and conducts monthly, quarterly, and annual audits for program related reporting; to assist with the maintenance of data integrity through data analysis.
- Prepares periodic and monthly reports for relevant departments.
Non-Essential (5%)
- Ability to evaluate & interpret specifications and business/user data and reporting needs
- Develops user procedures, guidelines, and documentation.
- Ability to maintain cooperative, diplomatic working relationships with co-workers, supervisors, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments.
- Maintains awareness of current trends in technology systems with a focus on supporting product changes and services development, delivery, and support, and applying new technologies.
- Maintain confidentiality, including HIPPA and PHI, in accordance with agency policy and legal requirements.
- Participates in departmental, agency and professional meetings and workgroups, as assigned.
- Maintains awareness of current trends in technology systems with a focus on supporting product changes and services development, delivery, and support, and applying new technologies.
- Maintain confidentiality, including HIPPA and PHI, in accordance with agency policy and legal requirements.
- Participates in departmental, agency and professional meetings and workgroups, as assigned.
- Perform other duties and responsibilities, as assigned.
REQUIREMENTS:
- Associates Degree in Computer Science, Computer Information, or related field from an accredited college.
- 3 years of application and user account administration with business or data analyst experience.
- Prior experience supporting User/Security Account Administration, Application Configurations
- Exposure to supporting and troubleshooting HCM and LMS systems (Workday, UKG)
- Familiarity and/or knowledge of Child Care Management Systems such as KinderSystems (CARE, RRNoHo, E-List, Portals, CSC)
- Advanced skills with MS Excel and MS Office Suite
- Demonstrated ability to maintain cooperative, diplomatic working relationships with co-workers & supervisors; work as part of a team and collaborate with colleagues & maintain a positive work ethic; complete projects under tight deadlines even when there are competing requirements and changes in assignments.
- Working knowledge of local area network and TCP/IP protocol.
- Accept full responsibility for self and contribution as a team member and present themselves as a credible representative of the agency.
- Build internal and external customer confidence by providing consistent and high-quality customer service.
- Consistently present a calm, competent and professional image to clients, co-workers, and management.
- Demonstrate a high degree of judgment, discretion, and decision-making ability is required.
- Design and implement strategies that maximize employee potential and foster high ethical standards in meeting the organization's vision, mission, and goals.
- Effective communication, working collaboratively with adults and children, able to demonstrate a supportive attitude to families.
- Effectively transfer thoughts and express ideas verbally and in writing to individuals and in a group setting.
- Highly organized with strong time management skills and the ability to work under tight deadlines and pressures with great attention to detail.
- Demonstrated ability to multi-task and work at a fast pace; ability to be flexible and adapt to a rapidly changing work environment.
- Ability to maintain strict information confidentiality.
- Ability to evaluate & interpret specifications and business/user data and reporting needs
- Experience developing user procedures, guidelines, and documentation.
- Ability to maintain cooperative, diplomatic working relationships with co-workers, supervisors, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.