Sr Applications Support Specialist

Sr Applications Support Specialist

ViaPath Technologies is seeking skilled candidates with technical expertise who are committed to providing exceptional customer service and support. The OMS (Offender Management System) Sr Applications Specialist provides frontline support for OMS applications. The Sr Specialist is responsible for replying to application support requests, creating necessary documentation, collaborating with vendors and team members. The ideal candidate is customer oriented, cheerful, motivated, analytical, and passionate about software, technology, networking, and serving our customers in an efficient and timely manner. The OMS Application Support team members should take pride in delivering high-quality work, be self-motivated and self-initiating, and thrive in a demanding environment. Candidates should be open to constantly learning new things. This role operates within support hours of Monday to Friday, 7 AM to 7 PM ET. The assigned work hours will fall within this window. Additionally, there will be a requirement to participate on an on-call rotation schedule. This is a hybrid position based out of one of the following ViaPath offices: Altoona, PA or Pittsburgh, PA.

Responsibilities

• Respond to customer application support tickets, incidents, and configuration questions and assist in troubleshooting and resolving technical issues ensuring excellent customer service
• Troubleshoot and resolve moderate communication issues between the OMS application and a variety of systems, to include both internal and third-party applications
• Resolve issues with hardware peripherals that communicate with the OMS application such as barcode scanners, printers, document scanners, and other appliances
• Rapidly respond to and resolve application outages
• Resolve application errors in a Java, Wildfly/JBOSS environment
• Identify application configuration and environmental factors that negatively impact the OMS performance and/or functionality
• Use moderately complex queries to review data stored in MS SQL and Oracle environments to resolve customer issues
• Connect to customer on premise environments using a variety of VPN and remote desktop technologies
• Communicate clearly and directly with customers via phone, email, and ViaPath's customer support management application
• Accurately and completely document work in ViaPath's customer support management application
• Contribute to technical knowledge base and other internal documents
• Report potential defects to internal stakeholders
• Reassign customers issues to internal experts when necessary
• Review product release notes of every GA product release and become familiar with new features and bug fixes
• Provide on call support for 24/7 coverage as part of a rotation
• Travel to customer sites when directed
• Other duties as assigned

Qualifications

Bachelor's degree or higher in Information Technology, Computer Science or related field is preferred. Equivalent years of related experience in lieu of a degree will be considered. A minimum of 5 years of experience in a technical support or application support role.

Moderate understanding of industry standard software, peripherals, and network communication including but not limited to:

• Microsoft Office
• Web Browsers
• Remote connectivity tools
• Printers, barcode scanners, signature pads and other hardware devices

A minimum of 3 years experience with the following:

• Troubleshooting technologies using JAVA, Wildfly/JBOSS and similar web technologies
• PC and Server operating system setup, support, and maintenance
• Microsoft server setup, management, and repair
• Backup software setup and management
• Network design, setup, and maintenance
• Antivirus software setup, management
• Oracle and MS SQL setup, backups, recovery, and maintenance
• Data extraction and research in Oracle and MS SQL environments
• Building, modifying, and troubleshooting simple database triggers and stored procedures

Excellent verbal and written communication skills

Strong problem-solving skills and a willingness to learn

Time management skills and the ability to deliver results quickly while maintaining customer satisfaction is required

Ability to work independently while part of a team in a demanding environment

Experience supporting software in corrections is desired

Experience support multiple, diverse software applications is desired

Experience supporting or working with accounting applications is desired

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates. ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.