Technical Support Analyst

This analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS applications. They are responsible for handling incidents and requests that have been and help support administrative functions. This candidate is expected to have advanced technical knowledge and experience in providing superior customer support, including creative problem solving and hands-on troubleshooting.

The Analyst will provide support through various communications channels including phone, chat and email. This candidate should have the ability to analyze existing systems and make proactive recommendations for improvements or alternative solutions. The candidate will use ITSM tools to review change management requests and help assess the scope of outages.

Position Responsibilities (including but not limited to):

Application Support

• Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escalate tickets as needed.
• Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc.
• Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.
• Maintain ticket queue to meet SLA’s and provide quick resolution to the end user community, including updating them when appropriate.
• Help maintain documentation for owned applications and ensure others meet documentation standards.

Change and Major Incident Management

• Escalate to other teams, leadership and vendors where appropriate
• Use ITSM to evaluate ticket trends and review appropriateness of environment changes
• Help document outcomes of and facilitate meetings

Development, Application Monitoring and Process Improvement

• Evaluate existing apps/software and/or user needs to analyze, design, recommend and implement system changes.
• Respond to alerts where systems become unavailable or experience service degradation. Help administer and improve application performance monitoring solutions
• Analyze incident data to identify trends and opportunities for process improvements.
• Ensure security protocols are accurately followed as they pertain to all business processes. Adhere to all quality, organizational and processes.
• Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects.

Required Qualifications

• 3-5 years (or more) of relevant experience supporting or developing applications
• Advanced knowledge troubleshooting applications, network and other technical problems
• Able to interact with end users and other teams professionally
• Excellent verbal, interpersonal and written communication and documentation skills
• Driven by a desire to provide strong customer service
• Has a teamwork mentality with the ability to both collaborate and work independently
• High level of professionalism and focus on quality
• Attention to detail with the ability to contact switch and reprioritize tasks as needed
• Ability to provide 24 hour/7 days a week on-call support when scheduled

Desired Qualifications

• Familiarity with application monitoring and alerts
• Familiarity with the Power platform – Power Apps, Power Automate, and PowerBI
• Familiarity with ITSM – e.g. ServiceNow
• Proficiency and knowledge of supporting technology within an IT operation.
• Understanding of software development lifecycles (SDLC).
• Familiarity with GitHub for source control management.
• Strong aptitude to learn and adapt to new technologies.
• A desire to drive process improvement

Minimum entrance requirements

Applicants must have at least three (3) years of full-time experience in supporting applications (preferably in a service desk environment) or developing in a relevant platform.