Application & Systems Support Specialist

We are seeking a motivated and technically curious Application & Systems Support Specialist to join our IT and technology operations team. This role combines application support, systems administration, end-user support, and infrastructure troubleshooting responsibilities.

The ideal candidate enjoys solving problems, investigating technical issues, and helping users succeed. You will work closely with internal teams and external stakeholders to troubleshoot software, support business systems, maintain IT infrastructure, and contribute to continuous improvement initiatives.

This position offers an opportunity to develop skills across application support, cloud technologies, networking, systems administration, security, and automation while working in a collaborative environment.

• Investigate and resolve software and application-related issues.

• Troubleshoot workflows, permissions, configurations, integrations, reporting, and data-related concerns.

• Analyze logs, error messages, browser activity, and system alerts to identify root causes.

• Reproduce reported issues and document findings.

• Escalate complex issues to senior technical teams with clear, organized documentation.

• Communicate effectively with users throughout the support process.

• Contribute to knowledge base articles, troubleshooting guides, and support documentation.

• Assist with administration and maintenance of Windows-based server environments.

• Support Active Directory, Group Policy, DNS, DHCP, and user account management.

• Assist with cloud platform administration, including Microsoft 365 and Azure services.

• Support virtualization platforms and infrastructure monitoring tools.

• Help maintain backup and disaster recovery processes.

• Provide Tier 1 and Tier 2 support for hardware, software, and business applications.

• Support Windows and macOS devices.

• Manage workstation deployment, imaging, upgrades, and equipment replacement.

• Troubleshoot printers, peripherals, conference room technology, and collaboration tools.

• Manage and prioritize support tickets through the organization's service management platform.

• Assist with troubleshooting network connectivity issues.

• Support wireless networks, switches, firewalls, VPN connectivity, and related infrastructure.

• Monitor system performance and identify opportunities for improvement.

• Participate in hardware installations, cabling, and equipment maintenance as needed.

• Support endpoint security tools and security-related initiatives.

• Assist with user access management and security policy enforcement.

• Help maintain asset inventory and technology documentation.

• Participate in compliance, audit, and security-related activities as assigned.

• Identify recurring issues and recommend process, documentation, or system improvements.

• Assist in developing automations, workflows, and support tools that improve team efficiency.

• Leverage AI-enabled tools responsibly to improve research, troubleshooting, documentation, and communication.

• Continuously expand technical knowledge and share best practices with team members.

• 2–4 years of experience in technical support, application support, systems administration, help desk, or related IT roles.

• Experience troubleshooting software applications and end-user technology issues.

• Basic knowledge of Windows Server, Active Directory, and Microsoft 365 administration.

• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPNs, and wireless networking.

• Experience working with ticketing or IT service management systems.

• Strong problem-solving and analytical skills.

• Excellent written and verbal communication skills.

• Ability to explain technical concepts to both technical and non-technical audiences.

• Strong customer service mindset and willingness to take ownership of issues through resolution.

• Experience with Microsoft Azure, AWS, or other cloud platforms.

• Familiarity with SQL and database troubleshooting.

• Experience reviewing application logs, API responses, or browser developer tools.

• Exposure to virtualization technologies such as VMware or Hyper-V.

• Experience with endpoint management platforms, mobile device management (MDM), or RMM tools.

• Familiarity with scripting or automation using PowerShell, Python, JavaScript, or similar technologies.

• Exposure to cybersecurity, endpoint protection, backup solutions, or compliance initiatives.

• Relevant technical certifications such as Microsoft, CompTIA, Azure, AWS, or similar.

Successful candidates will:

• Resolve support requests efficiently while providing an excellent user experience.

• Investigate and document technical issues thoroughly.

• Collaborate effectively across technical and business teams.

• Maintain reliable and secure systems and applications.

• Contribute to improved processes, documentation, and operational efficiency.

• Demonstrate curiosity, accountability, and a commitment to continuous learning.