Application Support Engineer

JOB SUMMARY

The Application Support Engineer serves as a technical expert on HISD’s internal application support team, specializing in provisioning services and support for Microsoft Power BI, Power Automate, and Power Pages. This role ensures that end users and district departments receive responsive, secure, and well-documented support for their access and automation needs. The Application Support Engineer works closely with the Innovation and Access Services team and provides mentoring, root-cause analysis, and complex troubleshooting to resolve issues across the Power Platform ecosystem.

MAJOR DUTIES & RESPONSIBILITIES

1.    Provide tier-2 and tier-3 technical support for Power BI, Power Automate, Power Pages, and access provisioning workflows.
2.    Resolve complex incidents and coordinate with development or security teams when needed.
3.    Design and maintain technical documentation for internal support playbooks and knowledge base articles.
4.    Lead testing, validation, and rollout of updates to provisioning and Power Platform tools.
5.    Analyze recurring access issues and recommend automation or process improvements.

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

7.    Serve as a subject matter expert on Microsoft 365 authentication, role-based access control (RBAC), and Power Platform limitations.
8.    Act as the liaison between functional users, the Director of Innovation and Access Services, and technical teams to resolve high-impact issues.
9.    Mentor and guide in troubleshooting best practices.
10.    Perform other job-related duties as assigned.
 

EDUCATION

Bachelor’s degree in information technology, computer science, or a related field. Equivalent experience will be considered.

Applicants who do not meet these education qualifications may be considered if they have a unique combination of education and work experiences that indicate potential for success in this role.

WORK EXPERIENCE

At least 5 years of experience in technical application support, with demonstrated expertise in Microsoft Power Platform and user provisioning.

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

•    In-depth knowledge of Microsoft Power BI, Power Automate, and Power Pages
•    Strong understanding of Active Directory, Microsoft Entra (formerly Azure AD), and Power Platform licensing
•    Familiarity with automation workflows, RBAC, and secure access practices
•    Strong communication, documentation, and incident response skills
•    Microsoft certification in Power Platform or related areas preferred

LEADERSHIP RESPONSIBILITIES

May lead day-to-day support activities and provide mentorship but does not directly supervise.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Handles high-complexity problems independently and provides root-cause resolutions for automation and access-related issues.

BUDGET AUTHORITY

None.

PROBLEM SOLVING

N/A

IMPACT OF DECISIONS

Directly affects user access, data reporting capabilities, and process efficiency across multiple departments. Errors can delay onboarding and compromise support workflows.

COMMUNICATION/INTERACTIONS

Regularly interacts with IT staff, developers, business stakeholders, and school support teams to resolve and communicate solutions.

CUSTOMER RELATIONSHIPS

Provides dependable, proactive, and knowledgeable support to internal users and district departments.

WORKING/ENVIRONMENTAL CONDITIONS

Office or hybrid environment. May require after-hours work for critical support, platform updates, or user provisioning cycles.