Applications Support Technician

Reporting to the Supervisor Software Services, the Applications Support Technician is responsible for providing technical assistance, troubleshooting, and support for enterprise applications and software systems. The technician will work closely with the IT team, application developers, and business stakeholders to ensure seamless software operations.

Responsibilities Include, But Are Not Limited To

• Provide first-level support for enterprise applications, including troubleshooting errors, diagnosing issues, and resolving end-user problems.
• Respond promptly to service desk tickets, emails, and calls related to application issues.
• Monitor application performance and escalate performance-related issues.
• Assist in applying patches, updates, and upgrades to ensure software is up-to-date and secure.
• Assist users with application-related queries and provide training as necessary.
• Create and maintain documentation, such as user guides and FAQs, to support application use.
• Perform regular end user training on applications as needed.
• Assist in testing new applications, updates, and configurations to ensure compatibility and functionality.
• Support the deployment and configuration of software applications in production environments.
• Responsible for updating fees and charges for software applications as required.
• Work closely with developers, database administrators, and business units to address application issues and optimize workflows.
  
  

The successful candidate will possess a valid class 5 Alberta driver’s license and a post-secondary Certificate or Diploma in Information Technology, Computer Software or a related field. Equivalent work experience will be considered. A minimum of 1 year of experience in application support, IT support, or a related role is required. Experience with ticketing systems and remote support tools is considered an asset. The incumbent will have proficiency in troubleshooting enterprise applications and software systems along with familiarity with databases, SQL queries, and application integration. A strong understanding of Windows operating systems and web-based applications with expertise in Microsoft 365, Intelli System, Great Plains and CityView software applications is essential. This position requires excellent interpersonal and communication abilities, along with strong problem-solving skills and keen attention to detail.

Hours of Work: 37.5 hours weekly, Monday – Friday

The City of Fort Saskatchewan offers a salary range of $76,420.50 to $89,914.50 per annum.