Application Support Analyst

Role overview

Responsibilities

• Respond to support requests through the JIRA email ticketing system.
• Troubleshoot and resolve Tier 1 and Tier 2 issues.
• Record interactions, troubleshooting steps, and resolutions in tickets and contribute to knowledge base records.
• Escalate unresolved issues to Tier 3 teams, developers, subject matter experts, or quality assurance analysts; keep users informed.
• Confirm issue resolution and user satisfaction through follow-up.
• Monitor queues, address trends where possible, and notify leadership of trends.
• Manage work using SQL, dqMan, eClearance, Webtop, Publishing Reporting, and JIRA.

Requirements

• Bachelor’s degree.
• At least one year of experience in IT support, help desk, technical support, or technical customer service.
• Ability to build and maintain customer relationships.
• Excellent verbal and written communication, including explaining technical concepts to non-technical users.
• Strong customer service orientation, problem-solving, and analytical skills.
• Ability to multitask and manage tickets and priorities in a fast-paced environment.
• Reliable, detail-oriented, and able to work independently or collaboratively.

Benefits

• Employer covers 100% of employee benefit premiums, including medical, vision, and dental options.
• Matching 401(k), short- and long-term disability, pet insurance, and professional development or education reimbursement.
• Parking and transit benefits are listed for NY, NJ, Atlanta, and DC metro areas.

Additional information