Application Support Analyst

Delaware Nation Industries • Atlanta, GA

19h

About The Position

We are seeking a customer-focused and technically capable Application Support Analyst for a mid-level role providing Tier 1 and Tier 2 support for Knowledge Management (KM) applications and platforms. The position serves as a point of contact for internal users experiencing issues with IT systems, user setup, routing management, product management, business application requests, enhancement requests, software issues, and network connectivity. The goal is to provide prompt, professional technical support that minimizes downtime and supports smooth daily operations across the organization. The role requires problem-solving, helping people, and working in a fast-paced environment.

The position manages workload using a SQL database, dqMan query tool, eClearance front end, Webtop back end, Publishing Reporting, and the JIRA issue tracking system. Duties and responsibilities may change at any time with or without notice.

Requirements

• Bachelor’s degree.
• One or more years of experience in IT support, help desk, technical support, or a customer service role with technical elements.
• Ability to build and maintain customer relationships.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Strong customer service orientation.
• Solid problem-solving and analytical skills.
• Ability to multitask and manage multiple tickets and priorities in a fast-paced environment.
• Reliable and detail-oriented, with the ability to work independently or collaboratively.

Responsibilities

• Respond to incoming support requests via the JIRA email ticketing system in a timely and professional manner.
• Provide Tier 1 and Tier 2 troubleshooting and resolution for a wide range of issues.
• Document support interactions, steps taken, and resolutions in the ticketing system for accurate tracking and knowledge base contributions.
• Escalate complex and unresolved issues to Tier 3 support teams, system developers, functional subject matter experts, and/or quality assurance analysts clearly and promptly, while keeping end users informed of progress.
• Follow up with users to confirm issue resolution and satisfaction.
• Monitor support queues, proactively address trending issues when possible, and notify leadership of trends.
• Manage workload using a SQL database, dqMan query tool, eClearance front end, Webtop back end, Publishing Reporting, and JIRA issue tracking system.

Benefits

• Company covers 100% of employee benefit premiums, including medical (PPO or HDHP option), vision, and dental.
• Matching 401(k).
• Short- and long-term disability.
• Pet insurance.
• Professional development/education reimbursement.
• Parking and transit benefits for NY, NJ, ATL, and DC Metro areas.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level