Application Support Analyst

9 hours ago

Allentown, United States Andesa Services Full time
Company Overview:

Andesa Services, Inc is a service and technology company. We are proud to serve the Life Insurance and Annuity industry through custom Software as a Service (SaaS) technology solutions and dedicated business support to end-users such as clients, brokers or policy holders. More information on these services can be found on our website at www.AndesaServices.com.

Andesa was established in 1983 and is located in Allentown, PA. We are a 100% employee-owned company via an Employee Stock Ownership Plan (ESOP), which means when you join our team, you will not only become an employee-owner, you will be contributing to and taking part in the success and longevity of the company

Position Summary:

Responsible for overseeing the installation, configuration, and implementation of computer applications. Identify areas for potential improvement by evaluating and making appropriate changes. Make recommendations as to the selection and customization of applications to best align with user needs and high-level goals related to budget and productivity. Provide ongoing assistance for application users, including troubleshooting problems and resolving issues.

Must maintain compliance with company's Information Security policies and practices.

Primary Job Duties:

• Performs regular hands-on maintenance and management for business systems, resolving inquiries and issues.

• Test releases, new builds, and enhancements to business systems.

• Work with business analysts and operations to evaluate user requirements for changes or enhancements to existing business systems and provide specifications where needed.

• Provides administrative support for both Windows and Linux environments used across development, test, and production environments.

• Interact with employees, vendors and contractors assisting to resolve any issues.

• Responsible for improving and documenting the technical processes around application support (using Confluence)

• Assist in training of business applications with all stakeholders as needed.

• Responsible for installing, configuring, and administering application servers.

• Assists IT Operations Management with license compliance as it relates to enterprise technology environment.

Secondary Responsibilities

• Uses Help Desk Jira Software Ticket Application to monitor ticket queue and address all application support related service requests.

• Participates in off-hours support.

• Performs other duties as may be assigned.

Knowledge, Skills, and Abilities

Essential:

• Must possess demonstrated ability to provide customer support and deal with escalated customer issues.

• Must possess hands-on experience working in an applications production support/application development environment and detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems to troubleshoot and resolve application or infrastructure issues.

General:

• Adjusts and is flexible to meet changing needs and demands of internal and external clients.

• Resourcefulness and ability to take the initiative in development and completion of work projects.

• Clear, effective verbal and written communications skills.

Education, Training, and Experience

• Bachelor's degree in computer science, information technology or related discipline or two-year college degree with relevant experience.

• At least two (2) years of experience with anti-virus, patch management, and end-point management solutions.

• At least one (1) year of experience with Active Directory, Windows Server, and Red Hat Linux operating systems.

• Knowledge of business application systems, such as Jira Administration, Hyland On-Base, Progress MoveIT and MS Intune is a plus.

• Knowledge of network security concepts, including encryption, IDS/IPS, proxies, and protocol filtering.

• Professional certification preferred.

Work Environment:

Work Schedule:

This is a full-time (40 Hours/Week) exempt position. Hours are flexible within core business hours. This position is fully remote reporting out of our office in Allentown, PA.

Equal Opportunity Employer:

In accordance with the law and in alignment with our values, Andesa seeks to hire talented individuals with diverse backgrounds and experiences to help us achieve our Andesa Forever vision. We are committed to creating a work environment that is inclusive and respectful to all potential and existing employee-owners. Therefore, we do not hire, fire, discipline, promote or make pay decisions based on characteristics that are protected by applicable laws and regulations. Protected classes may include, age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, pregnancy and/or sexual orientation.

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