Fulltime - Application Support Technician - Client-dedicated Application Manager - REMOTE - Software Guidance & Assistance

Responsibilities: Under the direction of the SVP Professional Services, the Application Support Technician will work closely with the staff, technical team members, project managers, business users, and IT staff to deliver support and ongoing system performance monitoring as well as proactive system component monitoring for the LUS Enterprise Operations Center and its components. The individual will be expected to research and analyze performance and troubleshooting information, anticipate and recognize problems and opportunities, creatively develop possible solutions, evaluate alternatives and, using sound judgment, determine best course of action. The ideal candidate will be a driven individual who is logical, analytical and detailed oriented, has some SQL and network experience, and has a good understanding of database administration.

• Monitor the components of a New York City wide infrastructure including remote field equipment, network communication components and central server systems including Windows Servers and SQL databases.
• Troubleshoot component outages, dispatch and communicate with field support resources
• Perform remote software upgrades, attempt to recover off-line components, perform root-cause analysis on outages.
• Compile analytical and statistical reports as needed
• Review information for accuracy and reconcile system data on a regular basis
• Define, review, and implement best practices for system monitoring, data entry, software security, reporting, and information management within database
• Serve as a subject matter expert on the client's platform; stay up to date on new products
• Map and load data into development environments
• Participate in systems testing, develop procedures/controls and provide recommendations for the ongoing improvement of the updated process.
• Develop and improve workflows and business processes within area(s) to improve customer service, decrease operational costs, and improve overall quality.
• Identify and/or analyze business problems and devise procedures for solutions to the problems. Effectively lead projects/teams in order to produce desired results.
• Elicit business and functional requirements and document them for the software development team
• Interpret contractual limitations and apply them to customer concerns or issues to retain legitimate scope borders.
• Perform at a high departmental service level, production, and quality standards
• Applies applicable theories and concepts to interpret data, provide analysis and observations to practical management of the infrastructure looking for ways to identify potential issues quickly

• Bachelor's degree in Computer Science, Business, Economics, Statistics, Software Engineering, or other associated fields or equivalent experience.
• Proven analytical and problem-solving skills
• Aptitude for absorbing an existing application and infrastructure. Understanding system components and interactions quickly to be able to support the environment as independently as possible.
• Thorough understanding of networks, analytics, databases, and operating systems
• Ability to work independently and as a team player
• Organized, responsible, and ability to use good judgment
• Ability to thrive in a fast paced, multi-tasking environment, and to manage multiple deadlines
• Effective at managing multiple projects/tasks of varying complexities, meeting deadlines, and working well under pressure
• Demonstrated verbal and written communication skills
• IP Network administration/debugging including firewall, TLS encryption, certificate management
• Remote desktop administration
• Proficiency in Microsoft Office products (TFS/DevOps, Excel, Word, PowerPoint, Visio)
• Microsoft SQL Server
• Microsoft SQL Server Agent and Reporting Services
• .NET / C# (for scripting only)
• Microsoft Windows server and desktop operating systems
• Data analysis

• Prior experience in relational databases, Microsoft SQL Server, and Excel VBA is a plus
• A conceptual understanding of LPR, inventory management systems, big data systems or network monitoring is a plus
• A firm understanding of SQL, .Net systems, network monitoring tools is a plus

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

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