Application Support & Systems Analyst

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Application Support & Systems Analyst - Full-time, Direct Hire

Minneapolis, MN

Position Overview

The Application Support & Systems Analyst provides hands-on technical support and application assistance to internal users in a professional services environment. This role blends end-user support, application troubleshooting, and project-based work, supporting both day-to-day operational needs and longer-term technology initiatives.

Working closely with IT, application teams, and business stakeholders, this position serves as a trusted technical resource focused on usability, reliability, and customer service. The environment is fast-paced, collaborative, and service-oriented, with strong opportunities for skill development and growth.

Key Responsibilities

End User & Application Support

• Provide responsive, high-quality technical support to internal users across applications, workstations, mobile devices, and conference room AV systems
• Troubleshoot and resolve software, hardware, and application-related issues via ticketing system, phone, email, and in-person support
• Track, document, and escalate incidents and requests while ensuring timely follow-up and resolution
• Administer and support document and content management platforms (including iManage)
  
  

Application & Process Support

• Assist with application configuration, testing, deployment, and ongoing support based on business needs
• Partner with development and infrastructure teams on enhancements, integrations, and small-scale projects
• Perform diagnostics, testing, and validation of application functionality and fixes
  
  

Automation & Scripting

• Support the creation and maintenance of workflow automations and scripts to improve efficiency
• Develop or refine scripts to reduce repetitive tasks, under guidance
• Assist with deployment and operational support of automation tools
  
  

Cloud & Systems Support

• Assist with managing and optimizing cloud-based systems and licensing (Azure or similar platforms)
• Support resource utilization, monitoring, and basic system administration tasks
  
  

Customer Engagement & Training

• Collaborate with internal stakeholders to understand requirements and provide practical solutions
• Communicate clearly on issue status, next steps, and resolution timelines
• Deliver user training, documentation, and occasional system demonstrations
  
  

Documentation & Reporting

• Create and maintain user guides, technical documentation, and troubleshooting materials
• Contribute to reporting on system usage, performance issues, and improvement opportunities
  
  

Security, Compliance & Monitoring

• Follow firm policies, security standards, and regulatory requirements
• Assist with audits, access reviews, and vulnerability remediation efforts
• Support monitoring, logging, and alerting solutions to maintain system reliability
  
  

Continuous Improvement & Collaboration

• Identify opportunities to streamline support processes and improve user experience
• Stay current on relevant technologies, tools, and best practices
• Work collaboratively within IT and across departments, contributing to a positive team culture
  
  

Required Skills & Competencies

• Strong troubleshooting, analytical, and problem-solving skills
• Experience supporting business applications in a service-focused environment
• Proficiency with databases and basic SQL concepts
• Working knowledge of scripting or automation tools (e.g., PowerShell, VBScript, batch files)
• Excellent communication and customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• High attention to detail and strong organizational skills
• Comfortable working independently and as part of a team
• Willingness to participate in an infrequent, shared IT on-call rotation
  
  

Qualifications

Required

• 3-6 years of experience in application support, technical support, or a similar role
• Background supporting end users, applications, and systems in a professional environment
• Experience working with ticketing systems and structured support processes
  
  

Preferred

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience
• Experience in a law firm or professional services organization
• Familiarity with document management systems (e.g., iManage)
• Exposure to cloud platforms such as Azure
• Experience with Omnissa (Broadcom) technologies
• Understanding of DevOps or modern application delivery practices
• Experience working with APIs and integrations
• Relevant technical certifications
  
  

Work Environment & Additional Information

• Office-based role with use of computers, phones, and standard office equipment
• 4-6 month onboarding and training period
• After training, eligibility for up to one remote day per week
• Compensation range: $60,000-$90,000
  
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.