Cuyahoga County Board of Developmental Disabilities

Software Support Specialist

Job Locations US-Cleveland
Posted Date 3 months ago(1/15/2020 8:00 AM)
# of Openings
Salary Range
Min Salary
USD $43,444.00/Yr.
Information Technology
Max Salary
USD $66,155.00/Yr.
Specific Facility
Donzella Administration Building
Position Reports To
Datacenter Operations Manager
Work Schedule
7.5 hours per day / 12 Months


The Cuyahoga County Board of Developmental Disabilities (Cuyahoga DD) is seeking a Software Support Specialist to act as first point of contact for end-user support/helpdesk and for the major line-of-business (LOB) applications such as the Gatekeeper client information system and the OnBase document management system. Provide initial support for Helpdesk callers and, per department guidelines, escalate calls to Technicians and the applications team as needed.   The nature of work will include, but is not limited to the following:

  • Supports major LOB applications, such as OnBase and Gatekeeper helpdesk calls, including but not limited to: password resets, data entry, case note generation, plan module/plan data management, document retrieval, document upload, business rule assistance, and report or dashboardgeneration.
  • Acts as liaison between Hyland, Primary Solutions or other IT vendors and Cuyahoga County Board of DD if application requires vendor assistance.
  • Provide training for staff on the major LOB applications such as OnBase, Gatekeeper and eISP applications, as well as basics of desktop/laptop use and Cuyahoga DD Privacy and Security policies and procedures.
  • Assists senior analysts as needed for business analysis and report requests regarding OnBase, Gatekeeper and the eISP application.
  • Acts as first point of contact/support for general IT Help Desk calls, including but not limited to: entering Helpdesk tickets, password resets, setting up new users to access Cuyahoga DD resources and other basic Helpdesk assistance.
  • Escalate or enter support requests for Technicians into the ticketing system, per department guidelines.
  • Provides assistance to the applications team with project management and administrative tasks related to implementation of new technology.
  • Assists the CMS department with implementation and support of the OnBase and the eISP application including involvement in testing, training and troubleshooting.
  • Assists the applications team with specifications and information gathering for new workflows and functionality.
  • Assists Technicians with hardware and software support requests.
  • Assists with the configuration and deployment of devices for document imaging and scanning.
  • Responsible for the maintenance and upkeep of the M.A. Donzella Building Computer Training Room computers.

UNUSUAL WORKING CONDITIONS: Will be required to drive to various Cuyahoga DD sites in order to perform the primary functions of this position.


  • High School diploma required.
  • Two years’ experience with Primary Solutions’ Gatekeeper or similar client information system OR two years’ experience supporting OnBase or similar content management application.
  • Experience working with a daily call center/helpdesk routine.
  • Experience as software system trainer required.
  • Proficient in use of Microsoft Office, and Windows
  • Working knowledge of desktop hardware, software and networking concepts.
  • Prior experience working in conjunction with a DD agency preferred.
  • Valid State of Ohio driver’s license and continued maintenance of an excellent driving record.

Application Procedure:  Applicants must apply ONLINE.  Please do not forward your information by email.  All resumes, cover letters and applications must be submitted through this applicant portal.  Click APPLY above to begin the process.  For any further questions about the application process, see the FAQ link below.  Thank you.


Application Deadline:  Open until filled.  


PRIVACY AND SECURITY NOTICEBy applying for positions with the Cuyahoga County Board of Developmental Disabilities you are accepting that you have reviewed and understand our Applicant Privacy and Security Notice provided by clicking HERE.


Equal Opportunity StatementThe Cuyahoga County Board of DD is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. For more information about the law, click here:  EEO Information


- Individuals who may need assistance with the application process should contact Human Resources.

- Questions about the application process?  Review answers to our FAQs here: FAQS and How to Contact H.R.

- All Job tentative offers are made with the understanding that prospective new employees pass a drug test and background check prior to being hired. 



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