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Application Support Analyst

Application Support Analyst

by Brian Borsa|August 23, 2018

Cycle3 IT Staffing is seeking an Application Support Analyst for a contract to hire opportunity.

 

Description:  Provides technical application support for inquiries and issues related to the operation of all Mobility products

 

Reports To:  Application Support Analyst – Manager

 

Responsibilities:

  • Process incoming requests, monitor/update open tickets, thoroughly document issues/resolutions following provided guidelines which include using a help desk tracking system to input timely resolution and feedback to end user
  • Provides assistance and problem resolution to internal users and Implementation team members
  • Research existing systems and functional specifications to gain a basic understanding of the underlying logic and purpose of each application
  • Create \ update troubleshooting articles based on current incoming escalations
  • Intermediate Windows, iOS & Android troubleshooting
  • Issue management including installing, configuring and troubleshooting software/hardware on desktops, laptops, smart devices and peripheral equipment (i.e. printers, docking stations, network and Bluetooth cards)

 

Qualifications:

  • 2+ years of Customer Service experience
  • Exceptional phone etiquette
  • Excellent oral and written communication skills
  • Ability to successfully handle multiple projects and adjust priorities to respond to customer needs
  • Ability to develop a deep understanding of the applications and related integration
  • Install, configure and troubleshoot software/hardware on desktops, laptops, PDAs and peripheral equipment (i.e. printers, docking stations, bluetooth, etc.)
  • Ability to exercise independent judgment in developing methods, techniques, and evaluation criteria to achieve optimum troubleshooting results

 

  • Effectively communicate in a clear and straightforward fashion to a wide variety of customers \ team members with varied technical ability and background
  • Excellent analytical and problem-solving skills
  • Intermediate Microsoft Offices skills:  Microsoft Word, Excel, PowerPoint, Outlook, Internet Explorer
  • Intermediate SQL script knowledge
  • Working knowledge of internet/network concepts to effectively troubleshoot issues (i.e. basic LAN/WAN connectivity issues)

 

 

Work Environment Requirements:

  • Assist customers during both normal business hours of 7:00am to 6:00pm CST and provide 24/7 after-hours emergency support

To apply for this job email your details to brian@cycle3it.com

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