What are the responsibilities and job description for the Application Support Analyst position at Jobs via Dice?
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Key Responsibilities:
Help Desk & Application Support:
Key Responsibilities:
Help Desk & Application Support:
- Provide first-level technical support via phone and email; troubleshoot, diagnose, and resolve user issues
- Own incidents end-to-end with proactive follow-up and timely resolution
- Document, track, and manage tickets, ensuring accurate and up-to-date case notes
- Escalate complex issues to appropriate teams while maintaining ticket flow
- Follow established help desk processes, SLAs, and escalation procedures
- Maintain and enhance knowledge base articles and technical documentation
- Support user account provisioning and access management processes
- Participate in production support reviews and continuous improvement efforts
- Deliver in-person, remote, and hybrid training sessions to end users
- Support “train-the-trainer” initiatives for scalable user adoption
- Create and maintain training materials and user guides
- Support onboarding of new agencies and users onto electronic workflows
- Conduct kickoff sessions, user impact assessments, and readiness activities
- Assist with workflow alignment and adoption of standardized processes
- Act as a liaison between technical teams, law enforcement agencies, and external vendors
- Gather feedback, document issues, and support continuous system improvements
- Collaborate with RMS vendors to ensure system readiness and integration
- Support rollout of new features and enhancements across platforms
- Assist with system demos, pilots, and adoption initiatives
- Provide regular status updates on activities, issues, and progress
- Experience in IT Support / Help Desk / Application Support
- Exposure to public safety or law enforcement environments (highly preferred)
- Strong troubleshooting and incident management skills
- Experience with ticketing systems and SLA-driven environments
- Excellent communication and stakeholder management skills
- Experience delivering technical training and user support