Application Support Analyst

We are looking for an Application Support Analyst to join our Information Systems team. The Application Support Analyst will serve as a front-line technical support taking calls, walk-ins, and trouble tickets to the department. This person will support and maintain user account information, understanding and administration of applications relating to the O365 suite, and responsible for handling computer/tablet inventory and hardware deployments/updates.

Qualifications

• Associates degree or better preferred within the computer science, information systems or related field. In lieu of a degree, a combination of relevant experience and education will be considered.
• Minimum of 2 years related experience within the field
• A+ or other CompTIA Certifications preferred but not required
• SharePoint, Power Automate, and Salesforce experience preferred
• IBM iSeries, Innovative Computing software background helpful but not required
• Strong working knowledge of desktop software (Office365 application Suite- Outlook, Excel, Word, SharePoint, Power Automate, Teams, etc.) and operating systems (Windows 10)
• Strong attention to detail.
• Ability to pass pre-employment drug test.
• Excellent work history with proven track record.
• Professional, clean, neat appearance.
• No conviction of felonies, serious crimes or have charges pending. However, a conviction is not an automatic disqualification of employment.
• Travel as needed.
• Ability to communicate clearly and effectively. Excellent oral, written, and listening skills.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to plan and organize workload; attention to detail.
• Ability to secure information from staff personnel and vendors.
• Ability to integrate and analyze data.
• Ability and flexibility to handle pressure and work with interruptions.
• Ability to work flexible hours as needed.
• Ability to work independently, initiative.
• Ability to maintain a high level of confidentiality.
• Ability to interact, in a professional manner, with employees, vendors, and customers.
• Willingness to learn and accept responsibility.
• Ability to handle multiple priorities.

Responsibilities

• Responsible for receiving initial support inquiries. Provide first-line support for all computer system users. Answer user inquiries in person, via telephone, and through the ticketing system concerning systems operation and application support.
• Analyzing/troubleshooting reported problems with system hardware, software, and operator problems. Recommend or perform remedial actions to correct problems based on knowledge of system/application operation. Assign higher-level trouble tickets as needed to their respective specialist within the IT department.
• Provide and administer all authorized requests for new user access to systems.
• Maintain/update all user profiles on the network, including, but not limited to IBM iSeries, LAN/WAN/VPN access, Mitel VOIP, and Office365 applications.
• Assist in configuration, analysis, and development within SharePoint, Power Automate, and related business development applications
• Track all requests and monitor follow-ups utilizing support software. Follow up with training as required.
• Initial setup and deployment of new hardware.
• Maintain inventory database monitoring age of end-user hardware and replacement schedule.
• Assists in the orientation of new users to existing hardware and software systems applicable to their job function.
• Assist with the installation and upgrade of PCs and related equipment.
• Assist with maintenance and updates to the IT Department Operations Manual.
• Refer major hardware or software problems to the Director of Information Technology for additional direction.
• Read technical documentation to learn correct settings for equipment.
• Attend technical conferences, seminars, and webinars to keep abreast of new software, hardware, and application product developments.