Application Support Analyst

Menard, Inc•Eau Claire, WI

1d•Onsite

About The Position

The Application Support Analyst I is responsible for providing timely, high-quality support to end users by diagnosing, documenting, and resolving application and system issues. This role serves as a key point of contact for application-related incidents, ensuring issues are resolved within established Service Level Agreements (SLAs) and escalated appropriately when needed. The position requires strong problem-solving skills, effective communication, and the ability to leverage diagnostic and ticketing tools to drive resolution.

Requirements

Associate or Bachelor’s degree in Computer Science, Information Systems, MIS, or a related field, or equivalent relevant work experience.
Strong customer-service mindset with a focus on end-user satisfaction
Excellent analytical, troubleshooting, and problem-solving abilities
Ability to prioritize and manage multiple tasks in a fast-paced, high-pressure environment
Strong written, verbal, and interpersonal communication skills
Self-motivated, detail-oriented, and able to work independently
Team-oriented with the ability to collaborate effectively across technical and business teams
Familiarity with Application Development Languages such as Java, C++, .NET
Must work within designated normal office hours assigned or required by work

Responsibilities

Provide first-level application support by responding to incidents submitted via phone, email, and ticketing systems in a professional and timely manner.
Accurately document all incidents, including user details, issue descriptions, troubleshooting steps, and resolutions.
Prioritize, track, and manage support tickets through to final resolution, ensuring adherence to SLA requirements.
Escalate complex or unresolved issues to appropriate team members while maintaining ownership and follow-up.
Use diagnostic tools, logs, and knowledge resources to identify root causes and resolve issues effectively.
Test solutions and fixes to confirm successful resolution prior to closing tickets.
Perform post-resolution follow-ups to ensure user satisfaction and issue prevention.
Identify recurring issues and recommend minor or significant system configuration changes based on ticket trends.
Access and apply software updates, patches, drivers, and knowledge base resources as needed.
Learn and support the organization’s approved software, hardware, and systems.
Participate in limited low-level coding or scripting tasks required to support applications.
Reinforce SLAs and manage end-user expectations through clear communication.
Develop and maintain help sheets, FAQs, usage guides, and knowledge base articles for end users.
Identify training opportunities and assist in the development of end-user education programs to improve self-sufficiency and application usage.
Review documented resolutions and analyze incident trends to proactively reduce future issues.
Communicate emerging trends, risks, or recurring problems to management with actionable recommendations.