IT Application Support Specialist

Wilmington, MA, United States

Job Description

JOB SUMMARY

Reporting to the Helpdesk Manager, the IT Application Support Specialist's role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal and external customers, such as Sales Operations, LMS Training Development, Warehouse Operations, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of various software applications, patching programs, and related training.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties as assigned.

Responsible for desktop software deployment, maintenance, and patching for all global endpoints both in Azure GCC High and Commercial clouds.

Participate in the design, development, and delivery of software applications training programs working with the LMS Training team.

Provide guidance to junior members of the Helpdesk team.

Work with external 3rd party vendors on software support and maintenance.

Continuous maintenance and improvement of company VIOP apps, including Teams Room configurations, deployments, and training.

Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.

Evaluate documented resolutions and analyze trends for ways to prevent repeated problems in the future.

Conduct research into software application products and services in support of development and purchasing efforts.

Provide support for the testing of new and existing software applications under development or consideration for purchase.

Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.

Document all pertinent end user identification information in ServiceNow, including name, department, contact information, and nature of problem or issue.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.

Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

Test application fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

Maintain and enhance performance of all new and existing software and applications across the organization, as in updates and patching when required.

Identify and learn appropriate software applications used and supported by the organization. Microsoft Intune and Automox are the deployment tools of choice.

Coordinate with department heads to assess departmental application training needs and objectives.

Requirements

EDUCATION/EXPERIENCE: In-depth, hands-on knowledge of and experience with various enterprise and desktop applications, including Microsoft Office365, TeamViewer, VOIP apps, Teams A/V, etc.

Working knowledge of programming languages and techniques, including PowerShell, and SQL queries.

Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

Knowledge of trends in technology relating to software applications.

Experience working with 3rd party vendors.

SKILLS AND REQUIREMENTS: To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a US Person as a US Citizen,

US Permanent Resident (I.e., 'Green Card Holder'), Political Asylee, or Refugee.

Continuous development and improvement to ITIL, currently using ServiceNow.

Able to develop and interpret technical documentation for training and end user procedures.

Good understanding of the organization's goals and objectives.

Ability to absorb new ideas and concepts quickly.

Solid analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Ability to conduct research into software development and delivery concepts, as well as

technical application issues. Ability to present ideas in business-friendly and user-friendly language.

Very strong customer service orientation, both internally and externally.

Excellent written, oral, interpersonal, and presentational skills.

Bilingual -- Spanish, Mandarin, or German is a plus.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job.

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

WORKING CONDITIONS:

Position is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

Equal Opportunity Employer

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

Compliance Statement

If this is a US based role the following applies. This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position, you much be a U.S. Person as defined by ITAR. ITAR defines a US Person as a US Citizen, US Permanent Resident (I.e. 'Green Card Holder'), Political Asylee, or Refugee.

Benefits

DB Roberts offers a comprehensive benefits package to all full time, regular employees located in the United States which include: Comprehensive medical, dental and vision

Vacation, sick time and holidays

Accident, life, disability and critical illness insurance

401k retirement program with match

Wellness programs

Tuition reimbursement

Referral bonuses

Pet insurance

Employee discount program

And the day off for your birthday!