Job Summary:

The Application Support Specialist I is responsible for supporting various business application systems. This position will assist employees and businesses with their daily requests, such as user account management and system and application-related issues. It will also work closely with other team members to assist with multiple applications support duties as assigned.

Essential Functions:

• Monitors the service desk tickets and responds to problems identified by users in a timely manner.
• Takes ownership of assigned tickets and provides excellent customer service in a responsive, respectful manner.
• Troubleshoots, resolves or escalates reported issues.
• Serves as a Tier I or Tear II level service desk support.
• Collects and analyzes information from the helpdesk ticketing system, looks for patterns, and works with Business System Administrators (“BSA”) and Sr Applications Manager to develop a preventive strategy.
• Instruct users in the use of SWK applications.
• Assists BSAs in maintaining business applications.
• Assists BSAs in developing new application solutions.
• Works closely with BSAs on testing new applications configuration.
• Works closely with the Sr Identity Access Management Admin on applications security and user accounts audits.

Other Functions:

• Provide support and backup to the Application Support and Development team as needed.
• May travel to various events and program locations to assist teams as assigned.
• Compile reports from various database systems.

Qualifications and Requirements:

• High School diploma or equivalent with 2-4 years of experience performing Applications Systems Support duties.
• Excellent communication skills (written & verbal) and interpersonal skills.
• Must be organized, thorough, reliable, and consistent.
• Ability to work independently, as well as part of a team.
• Ability to display patience and helpfulness while handling sensitive and confidential information and situations.
• Able to react to change productively and handle other essential tasks as assigned.
• Able to work in a high-paced environment.
• Must possess a valid state driver’s license and be eligible to drive to conduct business on behalf of SWK.

Preferred

• Graduation from an accredited College or University with a degree in computer science or a related field.
• 1-2 years of experience demonstrating technical approaches to delivering IT products and services to large client organizations.
• 1-2 years of experience communicating with both the customer and development communities on automation issues.
• Bilingual (English/Spanish) skills.

Physical Demands:

Must be able to read, write, and communicate verbally and in writing to express and exchange ideas. While performing the responsibilities of this job, the employee must be able to access all components of work station and other office equipment. Frequent typing, writing, stooping, reaching, bending, and twisting. Must be able to lift up to 40 pounds.

Work Environment:

General office environment with moderate noise. This position is mostly sedentary and involves sitting most of the time, but it may involve walking or standing for brief periods of time. A busy environment with many unscheduled interruptions. The frequent computer uses at workstations for extended periods of time. Public contact position requiring appropriate business apparel.