Application Upgrade Support Representative

RESPONSIBILITIES:
Kforce has a client in Alpharetta, GA that is seeking an Application Upgrade Support Representative responsible for remotely planning, implementing, validating, and documenting software and operating system upgrades across our client's production line. This includes DFE servers, workstations, and press software. The Application Upgrade Support Representative works directly with customers, customer IT departments, and internal technical teams to ensure successful upgrades while minimizing production downtime.

Duties:
* Review upgrade prerequisites and ensure customer readiness before implementation
* Coordinate upgrade timelines, readiness, risks, expectations, and communication with customers, Engagement Leads, and internal stakeholders, documenting progress through ServiceNow
* Manage upgrade activities and customer commitments through ServiceNow case tracking
* Provide customers with post-upgrade validation guidance and coordinate acceptance testing
* Upgrade DFE servers and workstations to supported operating systems and DFE software releases
* Install and configure approved Windows updates, security patches, system fixes, and software packages
* Perform DFE assessments, health checks, backups, reimages, and recovery preparation
* Validate DFE health, workflow functionality, and system performance before and after upgrade activities
* Perform remote installation and upgrade of software releases and supported feature packs
* Validate successful communication between press software, DFEs, and production equipment
* Conduct functional testing to ensure print workflows, press operations, and production capabilities are operating correctly after upgrades
* Maintain detailed ServiceNow documentation of upgrade activities, customer communications, implementation steps, validation results, issues, and resolutions
* Drive continuous improvement of upgrade processes and customer experience

REQUIREMENTS:
* 2+ years of hands-on experience supporting, maintaining, installing, or upgrading servers, workstations, operating systems, or enterprise software
* Working knowledge of Microsoft Windows server and workstation environments
* Strong troubleshooting skills, including the ability to identify when an issue requires escalation
* Strong written and verbal communication skills, with the ability to communicate professionally with customers and customer IT personnel
* Strong organizational skills and the ability to manage multiple upgrade activities, customer commitments, and case updates
* Ability to follow detailed technical instructions and work independently while collaborating effectively with technical and operational teams
* Fluency in English

Preferred Qualifications:
* Experience supporting Windows Server environments, enterprise applications, or production systems
* Experience with software deployment, operating system upgrades, and system administration
* Familiarity with digital printing, production workflows, print servers, RIP technologies, or industrial automation environments
* Experience troubleshooting software integration, workflow, networking, or production-related issues
* Knowledge of backup and remote administration tools
* Experience working in customer-facing technical support roles
* Experience using ServiceNow or a similar case-management platform

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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