Application Support Technician

The primary function of this the Application Support Technician is to support the SDCC registration system and to provide technical support and guidance on SDCC applications to internal and external users.

Reports to: Lead Software Engineer

Essential Duties and Responsibilities

• Support the SDCC registration systems by implementing, installing, configuring, and developing concepts and documentation of assignments/ projects for internal and public-facing registration system
• Meet with internal users to determine and document requirements for all aspects of the registration systems
• Work with SDCC staff to resolve problems and to  provide application consulting and assistance with planning activities and user support
• Assist in creating requirements and detailed specifications and works according to those requirements and specifications
• Answer queries and resolve issues with applications and escalates issues as necessary
• May provide functional direction to new and junior team members
• Maintain high standards for design, build, and testing
• Ensure adequate documentation is provided for support of end-user training 
• Act as in-house subject matter expert for the SDCC registration system 
• Provide a high-level understanding of design integration and touch points with registration modules and other applications as needed
• Participate in re-design of operational work-flow processes and maintain working-level understanding of all departmental operations 
• Participate in work related to mitigation paths, change control process/governance, and ticket management processes 
• Provide input in team projects: translating customer needs, status reporting, and managing internal customer relationships and expectations 
• Perform other duties as assigned

Qualifications

• Demonstrated ability to learn proprietary systems at an expert level
• Experience in creating high-quality and highly effective training documents 
• Experience in teaching/training users with varying skill levels 
• High proficiency in Microsoft Office, OSX, and Web-based applications 
• Proficient in Excel with expert-level skills in spreadsheet manipulation, formulas, and functions
• Familiar with grooming data for imports and exports to/from SQL databases
• Knowledge of basic database structures and concepts 
• Able to learn new software as needed 
• Thorough knowledge of Google Office Suite (G-Suite, formally known as Google Apps) with proficiency in Google Mail (Gmail), Google Drive to include: Google Docs, Google Sheets, and Google Slides. 
• Familiar with Mac OS
• Ability to translate and describe technical information to non-technical audiences
• Ability to maintain a positive and professional demeanor as well as demonstrate credibility, integrity, and confidentiality 
• Ability to function well in a fast-paced and at times stressful environment and follow directions, policies, and procedure
• Excellent verbal and written communication skills
• Excellent time management skills with proven ability to meet deadlines
• Excellent organizational skills and attention to detail
• Comfortable multitasking and prioritizing tasks with and without guidance 
• Excellent interpersonal and customer service skills 
• Demonstrated competency in following and delegating instructions
• Knowledge in Adobe Creative Suite with specific expertise in Illustrator, Photoshop, and InDesign
• Knowledge of the fundamentals of page layout, typography, and design principles

Working Conditions

• Professional office environment
• Routinely uses standard office equipment 
• Standard work schedule (Monday-Friday from 9am to 5:30pm)
• Must be available to work evenings, holidays, and weekends as needed
• Overnight stay may be required during events
• Crowded conditions (both inside or outside event spaces)
• Direct (face-to face) customer and vendor contact
• May be required to work outside with little or no shade and warm temperatures

Essential for the job to work on-site at the office and convention centers

Salary Range

68k- 72k