The duties and responsibilities of this position include: " Serve as the primary support contact for vendor-supported and business-critical applications; " Coordinate troubleshooting efforts between end users, internal IT staff, and third-party software vendors; " Track, document, and manage vendor support cases through resolution; " Analyze recurring application issues and identify operational or technical improvement opportunities; " Assist IT leadership and procurement teams with gathering business and technical requirements for Request for Quotes (RFQs) and vendor evaluations; " Help identify agency operational needs, workflow considerations, support requirements, and integration dependencies for new or existing applications; " Provide insight into application support models, licensing considerations, escalation processes, and vendor responsiveness; " Assist in reviewing vendor proposals, technical documentation, and solution capabilities to ensure alignment with agency requirements; " Handle escalated Tier 2 and Tier 3 help desk tickets involving software, hardware, account access, and application support; " Provide backup phone and remote support coverage when needed; " Troubleshoot, diagnose, and resolve technical issues across Windows Operating Systems (OS), Microsoft 365, Active Directory, Virtual Private Network (VPN) connectivity, printers and peripherals, remote access tools, and vendor-hosted applications; " Maintain accurate documentation within the ticketing and knowledge management systems; " Escalate unresolved and high-impact issues to IT leadership, vendors, or engineering resources as appropriate; and. The Department requires the following experience, skills, and knowledge for this position: " A minimum of four (4) years of IT support, help desk, application support, or related technical experience; " Experience supporting vendor-hosted or third-party business applications; " Experience coordinating directly with software vendors and external support providers; " Experience using ServiceNow or similar IT service management/ticketing systems; " Strong troubleshooting, analytical, and problem-solving skills; " Strong understanding of application support processes and end-user operational needs; " Excellent written and verbal communication skills; " Strong documentation and organizational skills with attention to detail; " Ability to clearly document troubleshooting activities, business requirements, vendor communications, and issue resolutions; " Working knowledge of Windows OS, Microsoft 365, Active Directory, basic networking concepts, VPN, and remote connectivity tools; and.