The Software Support Specialist is responsible for providing effective technical expertise in managing third party software for the college. The Software Support Specialist also works with both technical and non-technical individuals supporting a wide range of technologies, as well as be the primary contact for software customers.
Install, implement, maintain, troubleshoot, patch and upgrade 3rd party software. Also maintain security for 3rd party software. Responsible for configuring, documenting and developing test plans for software. This includes the use of IIS, Apache Tomcat, and Microsoft SQL in a Windows Environment. Assist with testing new software releases, along with documenting and researching issues
Support end-users of the 3rd party software by providing guidance, assisting with troubleshooting and communication on project management and implementation. Monitor all systems on a daily basis. Responds to daily calls/tickets regarding access/issues related to 3rd party software.
Work within Microsoft SQL database to perform updates for software database. Create queries, reports, and views for the purpose of providing timely and accurate information to customers.
Other duties as assigned by the Manager or Database Administrator.
Support, document, and research issues involved with hardware such as scanning stations that are used by ImageNow. This would include installation, licensing, testing and troubleshooting
Develop and maintain documentation as it relates to requesting access to software and steps used to install/configure software
Backup to System Administration team for certain updates to our Student Information System. Respond to emergency calls after hours, on weekends and/or holidays.
Bachelor's degree or higher in computer related field
Minimum of two years work experience supporting vendor supplied software
Working knowledge of relational database. Experience with Microsoft SQL preferred.
Strong oral, written and interpersonal communication skills, including an ability to communicate effectively and work cooperatively with users at multiple levels of the organization and a commitment to providing excellent customer service.
Demonstrated ability to work both as a member of a team and independently. Ability to negotiate with users and effectively build consensus among users with different perspectives.
Knowledge with IIS, Apache Tomcat, Microsoft SQL, VMware, and Certificate Management in a windows environment. Knowledge with third party reporting tools such as Entrinsik Informer and Crystal Reports.
Ability to deal tactfully and effectively with students, administrator, faculty, staff, vendors, suppliers and the public.
Proficient with current Microsoft Operating Systems for desktop and server operating systems.
Excellent problem solving, analytical and troubleshoot skills. Willingness to learn new skills as each application has different technical requirements.
Knowledge of and exposure to security concepts within a database environment. Project management experience within an Information Services/Technology environment.
Ability to work a flexible schedule, including some evenings, weekends and college-closed periods, to accommodate the needs of the college. Must be accessible by cell phone as requested.
Strong organizational skills and a demonstrated ability to set priorities and meet short deadlines. Ability to interpret and follow written instructions from vendors as it applies to installation, updates, or fixes for third party software.
Maintain a high level of integrity as the software managed contains highly confidential information.
Ability to manage multiple tasks, requiring the individual to be highly organized.
Highly adaptable to different technology such as a document imaging system, work order software, room and event scheduling software, mass notification software, reporting software, etc.
Anne Arundel Community College is an Equal Opportunity Employer.
About Anne Arundel Community College
With learning as its central mission, Anne Arundel Community College has responded to the needs of a diverse community for more than 50 years by offering high quality, affordable and accessible learning opportunities. The college’s nationally recognized and award-winning programs have helped its more than 51,000 students annually achieve their academic, professional and personal goals. AACC is a fully accredited, public, two-year institution offering credit programs leading to an associate degree, certificate or a letter of recognition. Students may prepare to transfer to a four-year institution or prepare for an immediate career. AACC also offers extensive lifelong learning opportunities and noncredit, continuing education to those seeking career training or retraining, working to boost basic skills or pursuing new areas of interest. In addition to its main campus in Arnold, Md., the college has degree centers at Arundel Mills, Glen Burnie and at centers and schools around the county. In 2012, the college opened the 30,000-square-foot Center for Cyber and Professional Training in Hanover, which houses 13 specialized labs, a testing center and faculty support space. Located in Anne... Arundel County near historic Annapolis - home to the U.S. Naval Academy – AACC is conveniently located just minutes from Baltimore/Washington International Thurgood Marshall Airport and downtown Baltimore. To learn more, visit www.aacc.edu.