Application Support Analyst

3 weeks ago

Branchville, United States Mitchell Martin Full time
Title: Application Support Analyst

Location: Northeast Region (Hybrid, 1 day per month onsite)
Employment Type: Full-Time/Perm

Description:
• We are seeking an Application Support Analyst to provide outstanding software application support, enabling end-users to perform business tasks efficiently.
• This role includes troubleshooting, documentation, and coordination with IT teams to resolve technical issues across various enterprise applications, desktop software, and web-based platforms.
• The analyst will deliver an exceptional customer experience in a dynamic, multi-channel environment.

Responsibilities:
• Troubleshoot application issues and resolve them within defined service levels.
• Document and escalate issues to appropriate IT teams when necessary.
• Act as the first point of contact for technical issues, providing support across various communication channels.
• Maintain detailed records of issues and resolutions in a ticketing system.
• Offer proactive solutions or temporary fixes and follow up with customers to ensure satisfaction.
• Collaborate with development teams for root cause analysis, issue recreation, and testing.
• Participate in projects as a subject matter expert or analyst, creating specifications and documentation.
• Develop and maintain a knowledge base of user documentation and frequently asked questions.
• Provide expertise in supporting desktop applications within the organization.
• Manage multiple tasks and projects while maintaining confidentiality and professionalism.

Required Skills:
• Basic understanding of IT standards, including service delivery and lifecycle management.
• Proficiency in supporting desktop applications, operating systems, and directory services.
• Strong verbal and written communication skills for customer-facing interactions.
• Excellent problem-solving and organizational skills to handle multiple priorities.
• Commitment to continuous learning and expanding relevant knowledge and skills.

Desired Skills:
• Familiarity with ITIL standards and software development lifecycle (SDLC) methodologies.
• Experience with enterprise applications and systems within a business environment.
• Knowledge of Agile practices and frameworks.
• Prior experience creating end-user documentation or knowledge base content.

Compensation:
Pay Range: $55000K-60000K

Benefits:
A comprehensive benefits package is offered. Reach out to your Mitchell Martin Recruiter Vibha Malik, vmalik@itmmi.com to find out more.

EEO Statement:
Learn more about our EEO policy here: Mitchell Martin EEO Statement
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