Position: Application Support Specialist
Duration: 3 Months
Location: HYBRID - Boston
Extension: Highly possible

Position Summary:

The client is seeking an Application Support Specialist that will be part of a support team, providing technical assistance and support for end users with the operation and functionality of custom web build platforms currently used within the specific agencies/programs.

Primary Responsibilities:

• Provide expertise and technical knowledge about a web application or suite of web applications
• Answer queries and resolve issues with custom software applications and escalate or close tickets as necessary
• Able to interpret and appropriately triage IT issues reported by users
• Respond to email messages for customers seeking help and provide on-call tech support
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Train users on specific applications and document creation
• Maintain, troubleshoot, resolve issues/bugs as they arise and ensure timely resolution
• Develop test cases and scenarios to pinpoint the root cause of product bugs
• Work closely with the development and business analyst team and assign tickets accordingly to project team
• Ability to work with cross-functional teams
• Ability to juggle multiple projects simultaneously
• Great analytical, critical thinking and problem-solving abilities
• High attention to detail
• Exhibit excellent verbal and communication skills
• Learn new technologies if requested

Top Requirements:

• Minimum BA/BS with 2 years of professional IT experience
• Proven problem-solving skills
• Strong experience with problem solving skills
• Excellent written and oral communication skills
• Working knowledge of Microsoft Office Suite

Exposure to the following technologies is a plus:

• Accela
• Service Desk Solutions
• JIRA
• Custom Web Applications
• Online collaborative products (such as Microsoft Teams)