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Application Support Specialist

1 month ago

Worcester, United States firstPRO, Inc Full time

FirstPro is now accepting resumes for an Application Support Specialist positoin based in Worcester, MA. This role will focus on maintaining softwarer applications, handling escalations, root cause analysis, investigate issues, and troubleshoot to completion. This is a permanent, direct-hire role that can offer benefits, annual bonus, and one remote day a week.


Responsibilities

  • Investigating, diagnosing, and resolving faults and errors in the applications, coordinating resolution efforts with the application provider, as needed.
  • Serve as the subject-matter expert on various applications to troubleshoot end-user-related issues in line of business applications.
  • Perform all activities tied to the implementation and maintenance of the business application with end-users.
  • Ensure proper documentation for recordkeeping, change control, and configuration maintenance.
  • Provide effective project coordination of defined software implementations and upgrades as well as provide ongoing end-user support.
  • Conduct application testing with a test environment with end-users, as required.
  • Provide on-call coverage support as directed by the supervisor.
  • Maintaining and updating technical and instruction manuals, and procedures for users.
  • Test fixes and perform post-resolution follow-ups to ensure related problems have been adequately resolved related to business applications.
  • Participate and perform preventative maintenance, including the installation of service packs, patches, and hotfixes of the applications.


Requirements

  • 2 years of experience in the application support role with a focus on accounting, inventory, pricing, and similar ERP applications, preferably in the retail industry. Overall, five years of IT experience is desired.
  • A bachelor’s degree in information technology, computer science, mathematics, or equivalent education is required.
  • Proven ability to create and maintain standard operating procedures and document application support processes.
  • Experience with the PDI Enterprise application suite is a plus.
  • Ability to manage multiple priorities within a high volume and fast-paced environment and manage shifting priorities daily.
  • Proven experience with PowerShell scripting and general programming background as a plus.
  • Working knowledge of writing and modifying SQL queries and Windows event monitoring of desktop and server operating systems.
  • Good organization skills, attention to detail, and customer service skills.