Software Support Specialist - Dubuque, United States - Johnson County, IA

Description

Salary : $68, $97,902.70 Annually

Location : Information Technology Johnson County Health and Human Services Building 855 S Dubuque St Suite 204, IA

Job Type: Full-time

Job Number: 00780

Department: Information Technology

Opening Date: 05/03/2024

Closing Date: 5/24/2024 11:59 PM Central

Definition & Duties

Under general supervision, contributes to software application integrations, value-added customizations, implementations and support. Diagnoses and resolves problems and/or escalates as needed to meet expected levels of service. Caters to user experience and functionality through collaboration with users, stakeholders, vendors and other technical staff. Contributes to a cross-functional team that responds to business software needs by creating custom applications, reports and interfaces and implements and supports third-party software applications.

Knowledge of & Ability to

• System analysis, design, development, testing, deployment and documentation methods and standards
• Project management principles, practices and techniques including resource and workload planning and risk analysis
• Microsoft Business Intelligence stack
• SQL Server database (practical)
• Design
• T- SQL query language
• Stored procedures
• SQL Agent jobs
• Security
• SQL Server Integration Services
• SQL Server Reporting Services
• SQL Server Analysis Services (plus)
• Git version control (or similar)
• Microsoft Visual Studio
• Microsoft Office
• Software application configuration, custom report creation, back-end interfaces and security
• Web services/APIs
• English language to include grammar, spelling, sentence structure, and vocabulary and proofreading skills

Ability to:

• Learn County operational processes related to supported applications
• Provide technical aspects and leadership for mid-level software implementation/upgrade projects
• Gather/analyze requirements, design, create, test, implement and document application enhancements, custom reports, back-end interfaces and business processes
• Work closely with stakeholders to devise meaningful, reliable and timely solutions
• Serve as application administrator role as assigned: manage security, configuration, upgrades, performance, data structures and interfaces
• Consult with software vendors to resolve issues, perform upgrades and keep abreast of changes
• Evaluate moderate to complex business processes for improvement and while diagnosing and resolving issues
• Generate creative solutions
• Present technical information, explain concepts and advise others clearly, logically, in oral, written and graphical form, and in a manner understood by technicians, other County personnel, and the general public
• Adapt to changing technologies and advocate for acceptance to improve business processes
• Build consensus and coordinate projects around new ideas promoting operational excellence throughout the County
• Learn and apply new programming techniques and tools
• Train IT and user department staff
• Interact effectively with persons from widely divergent backgrounds, interests, and points of view
• Learn, apply, and articulate departmental policies and procedures
• Represent Johnson County and perform duties in a professional, responsible and trustworthy manner
• Work independently and in teams
• Be detailed oriented and accurate while performing duties
• Follow complex oral and written instructions
• Multi-task, prioritize, and manage time efficiently Maintain confidentiality of protected information as appropriate
• Provide customer service that is courteous and responsive
• Establish and maintain effective working relationships with elected officials, department heads, co-workers, vendors, and members of the public
• Handle moderate levels of stress, meet deadlines and solve problems appropriate to the position
• Use a computer for word processing, spreadsheets, databases, presentations, email, Internet and programming
• Operate common office equipment such as calculator, fax machine, photocopier, multi-line telephone, scanner, computer projector and printer
• Have clarity of speech, hearing, and writing which permits effective communication
• Have sufficient vision which permits moderate to heavy production and review of a wide variety of materials in both electronic and hardcopy forms
• Have sufficient manual dexterity to make handwritten notations and which permits moderate to heavy use of a keyboard and mouse
• Stand, sit, walk, climb, balance, stoop, kneel, crouch, crawl, squat, bend, twist, reach and use a step stool or ladder as needed
• Lift, push, pull, and/or carry up to 25 pounds
• Have sufficient personal mobility to complete field work at various county facilities and other locations

Occasionally work evenings and weekends
Minimum Education, Training & Experience & Special Requirements

Bachelor's degree with major course work in computer/technology-related field AND three (3) years professional experience in systems implementation, analysis, programming or related including two (2) years of SQL Server and one (1) year of project management OR Associate degree in computer/technology-related field AND five (5) years professional experience in systems implementation, programming or related including two (2) years of SQL Server and one (1) year of project management; OR any equivalent combination of education and experience which provides the required knowledge, skills, and abilities.

Special requirements: Valid driver's license and insurable under County liability coverage. May also require use of personal vehicle or equivalent transportation for official business. Must pass background check.

Specific Duties

To be performed satisfactorily with or without reasonable accommodation.

The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.

• Develops product expertise of third party software systems as assigned; provides subject matter, first-line support to users and other technical staff; escalates issues to vendor; acts as vendor point-of-contact and keeps abreast of changes; leads implementations, conversions, upgrades and testing; promotes new features or untapped functionality to users; maintains security rights and configuration; creates and maintains custom reports and back-end interfaces with other applications.
• Provides technical expertise on complex projects; formulates and defines system scope and objectives; establishes time estimates for completion of projects; develops and implements solutions to problems.
• Interacts with users to analyze and evaluate requests for services; identifies user requirements and objectives; defines problems and develops solutions; determines program intent, data input/output requirements, and inclusion of internal checks and controls; writes detailed description of users' needs, program functions, and steps required for the development and/or modification of software.
• Gathers and documents requirements for enhancements and issue resolution; devises and modifies methods to solve complex problems considering human resources, time, capabilities/limitations of assets, risk and benefit to the County; serves as a subject-matter expert to software development staff.
• Develops and maintains interfaces between software systems using SQL Server Integration Services, web services/APIs and other available methods.
• Analyzes data using ad-hoc T-SQL database queries and Excel spreadsheets.
• Develops and maintains simple to complex reports using SQL Server Reporting Services with underlying SQL Server stored procedures.
• Develops and maintains SQL Server databases, tables, views, stored procedures, user-defined functions, Integration Services catalogs, SQL Agent jobs.
• Analyzes business processes to formulate programming specifications for modification or enhancement based on interaction with and needs for end users.
• Participates in research and analysis in support of users and IT peers needing to solve technical issues.
• Contributes to design and development of innovative strategies to improve system performance and business processes.
• Thoroughly tests system modifications /enhancements to ensure accuracy, consistency, completeness and stability.
• Provides timely communication about issues/impending changes to supervisor, peers and users to promote a coordinated effort.
• Creates and maintains SQL Agent jobs to perform routine functions.
• Commits source code to version control repository.
• Identifies, researches, learns and applies additional tools, programming languages and frameworks to assist in performing assigned tasks.
• Participates in committees; attends work-related meetings, conferences and seminars as requested.
• Answers and refers telephone calls and responds to users.
• Provides back-up for team members.
• Performs all work duties and activities in accordance with Departmental and County policies, procedures, and safety practices.
• Attends work regularly.

Resume and cover letter must be attached to online application.

Employee Benefits
The following is a summary of benefits for full-time, non-bargaining County employees. Benefits, privileges and duties for employees covered under a collective bargaining agreement may vary depending on specific contract provisions.

Compensation
Employees serve a six-month probationary period and are eligible for meritorious performance compensation increases based upon performance evaluations. Across the board compensation increases are considered by the Board of Supervisors, and are made effective July 1 annually.

Vacation

• During 1st through 4th years: 3 working weeks
• During 4th through 9th years: 4 working weeks
• During 9th through 19th years: 5 working weeks
• During 19th or later years: 6 working weeks

Holidays
12 paid holidays per year plus 2 personal holidays:

• New Year's Day
• Martin Luther King's Birthday
• President's Day
• Memorial Day
• Independence Day
• Juneteenth
• Labor Day
• Veteran's Day
• Thanksgiving Day and day after
• Christmas
• Floating Christmas holiday

Sick Leave
Accrues at the rate of 18 days per year on a per-pay period basis to a maximum accrual of 120 days. After accumulation of 90 sick days, employees may convert sick leave to vacation on a 4:1 basis.

Parental Leave
A paid two-week (80 hour) paid parental leave is provided to full-time benefit eligible parents to allow for child bonding time. This includes child's birth, adoption, placement in the home or court appointed guardianship.

Wellness Program
Voluntary wellness activities, screenings, educational opportunities and incentives are offered throughout the year for employees and their families.

Employee Assistance Program
Employees and their families may contact Synchrony for free EAP counseling and referral services.

Health Care Coverage
Eligible employees may elect health care coverage the first of the month following one full month of employment.

• Wellmark Blue Cross and Blue Shield of Iowa is the third party administrator for this self-funded plan
• PPO with 90/10 in-network and 80/20 out-of-network co-insurance; $275 deductible single or $550 deductible family; $1000 out-of-pocket maximum single or $2000 out -of-pocket maximum family
• Single coverage is $32/month for eligible full-time employees; family coverage is $112.00/month.

Dental Care Coverage
Eligible employees may elect dental care coverage the first of the month following one full month of employment. Single coverage is paid by the County for eligible full-time employees; family coverage is a cost between the County and employee.

Vision Care Coverage
Eligible employees may elect vision care coverage the first of the month following one full month of employment. Single coverage is paid by the County for eligible full-time employees; family coverage is a cost between the County and employee.

Flexible Spending
Eligible employees may set aside pre-tax dollars to pay for out-of-pocket health, dental and vision expenses that are not reimbursable through another source. Employees may also set aside pre-tax dollars for dependent care expenses.

Life Insurance
Eligible full-time employees are covered after 60 days of employment. Coverage is 1 times annualized compensation rounded up to the nearest thousand in group term life insurance and AD&D. Max covered salary $100,000.

*Supplemental Life Insurance
The County offers to all benefit-eligible employees additional life insurance coverage that may be purchased for employees, spouses and children at guarantee basis.

Long-Term Disability
Eligible full-time employees are covered after 60 days of employment. County provides up to 2 years of long term disability coverage at 66 2/3% of the employees wages as a result of injury, sickness or pregnancy; employees may opt to purchase additional coverage.

IPERS
Iowa Public Employee Retirement System is a mandatory defined benefit retirement plan designed to supplement both Social Security and private savings. Non law-enforcement employees contribute 6.29% and the County contributes 9.44%.

Deferred Compensation (457)
A deferred compensation plan is offered that provides tax advantages and an additional means in which to save for retirement with an easy payroll deduction. Employees may select from several companies offering deferred compensation. The County will match up to $40/biweekly, and employees are vested on day 1.

Discounted Bus Pass
Full-time and part-time employees are eligible to purchase discounted bus passes for Iowa City Transit and Coralville Transit for commuting to/from their jobs as Johnson County employees. Bus pass availability is subject to available funds and continuation of the program.

Johnson County is an affirmative action equal opportunity employer.
Women, minorities and elderly are encouraged to apply.