Application Support Specialist I

3 weeks ago

Cleveland, Ohio, United States AmTrust Financial Full time

Overview

Reporting to the Director of End User Support, an Application Support Specialist I will ensure the functionality of software applications by providing technical support to users and contributing to the overall success of our technology solutions. As an Application Support Specialist I, you will play a key role in ongoing support of all AmTrust's business applications.

Responsibilities

  • Provide timely and effective technical support to end-users experiencing issues with our software applications.
  • Communicate with users to gather detailed information about problems and assist in resolving user concerns.
  • Utilize ServiceNow to log and track support requests, ensuring accurate documentation of issues and resolutions.
  • Communicate with users to gather detailed information about problems and assist in resolving user concerns.
  • Monitor application performance, identify trends, and proactively address potential issues to prevent disruptions.
  • Managing and supporting company-specific software applications used for business functions.
  • Create and maintain knowledge base articles, FAQs, and user guides to empower users with self-help resources.
  • Ensure that all applications are functioning properly and are up to date with the latest security patches.
  • Provide support to end-users.
  • Collaborate with IT teams and vendors to maintain and update hardware and software systems.
  • Collaborating with other departments within the organization to understand their needs and requirements.
  • Facilitating communication between developers, IT teams, vendors, end-users, and other stakeholders
  • Providing training to end-users and other staff members as needed
  • Conduct system analysis of application software to identify and propose solutions for problems.

Qualifications

Minimum qualifications:

  • Minimum 2 years of experience as a Desktop Support Technician I.
  • Associate degree or bachelor's degree in an information technology accredited program (Majoring in Computer Science, Information Technology, or related IT discipline) or equivalent work experience.

Desired certifications:

  • One or more certifications such as A+, Network+, Microsoft certifications, Cisco, MCDST, MCSE, or MCP preferred.

Knowledge, Skills, and Abilities:

  • Thorough knowledge of IT best practices, technical support, industry trends, and customer service practices.
  • Advanced problem-solving capabilities to troubleshoot issues in an efficient manner.
  • Strong attention to detail and tracking abilities required.
  • Ability to learn new technologies quickly and thoroughly.
  • Experience using the ServiceNow platform.
  • Knowledge of ITIL processes
  • Strong interpersonal and analytical skills.
  • Excellent verbal and written communication skills
  • Highly self-motivated, disciplined, and good team player. Ability to work unsupervised.
  • Ability to respond positively to feedback and implement change in process and procedure as needed.
  • Ability to multitask and prioritize tasks in a fast-paced environment to meet deadlines.
  • Excellent written, verbal communication and relational skills, with the ability to express complex technical concepts in simplified business terms.
  • Self-disciplined, works independently with minimal supervision, and is accountable and reliable.

#LI-NS1

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This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences regarding race, ethnicity, gender, sexual orientation, culture, religion, or disabilities.

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