Overview

SOSi is seeking an experienced Help Desk Lead/Full-Stack Developer to support our technology needs across SOSi platforms.

Essential Job Duties

· Manage software and web technology needs, including Journey Pathways case management and learning management systems, State Interagency Emergency Data Manager (IEDM) and other systems.

· Lead Help Desk team to ensure highest level of end-user support.

· Collaborate with operators and other software engineers to develop and debug applications.

· Interact with customers and development team to gather and define requirements while adhering to an agile software development lifecycle.

· Develop content and maintain associated systems for internal and/or external web sites, including sites hosted on classified/sensitive networks.

· Analyze and study customer requirements to determine the most effective software and web technologies to satisfy their needs.

· Design, create, test, and maintain software and web-based applications and content solutions to satisfy customer requirements.

· Design and implement dashboards and analytics leveraging datasets from built and integrated systems.

· Draft technical documents such as software code documentation, flowcharts, layouts, diagrams, charts, API documentation, code comments, and clear code.

· Engineer and maintain software and web development technical documentation to assist with software and web application maintenance and upgrades.

· Provide software process management and configuration management throughout the software/web development lifecycle using modern cloud technologies such as Jenkins, GitLab and Docker.

· Assist in database migration, database change management, data management from legacy systems to provided cloud, PaaS (platform as a service), and SaaS (software as a service) environments.

· Develop tools to track and report call volume and average time to resolution.

· Responsible for fielding emails and creating trouble tickets.

· Provide phone and in-person support to internal and external system users.

· Escalate tickets to the appropriate team.

· Ensure all tickets are updated with accurate information.

· Train and mentor clients as needed to ensure their success within the team.

Minimum Requirements

· Bachelor’s Degree in a related field or 4 years of equivalent experience.

· Demonstrates ability to communicate understanding from information that may be incomplete, indirect, highly complex, seemingly unrelated, and / or technically advanced.

· Extensive experience in software development and system architecture.

· Proficiency in backend and frontend technologies.

· Strong understanding of database design and data integration.

· Experience with real-time data processing and analytics.

· Familiarity with cloud services and DevOps practices.

· Excellent problem-solving and troubleshooting skills.

· Strong team player with excellent communication abilities.

· Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications.

· Provide support in a mission critical environment including shift work/non-standard hours, as required.

Work Environment

· Normal office working conditions.

· Requires periods of non-traditional hours including consecutive nights or weekends when necessary.

· May require ability to lift/and or move objects or packages of up to 25 lbs.