APPLICATION SUPPORT SPECIALIST
Summit County (OH) - Akron, OH
posted 5 days ago
About the position
We are seeking a skilled Application Support Specialist to join our IT team. In this role, you will be responsible for troubleshooting and resolving complex application issues, providing technical support to end-users, and collaborating with development teams to enhance application performance. Your expertise will be essential in managing incidents and service requests, documenting solutions, and ensuring adherence to service level agreements. The ideal candidate will possess analytical skills, communication skills and have a willingness to continuously learn and adapt to new technologies. A commitment to delivering exceptional customer service and a proactive approach to problem-solving are essential for success in this position.
Responsibilities
- Provide advanced technical support to end-users, guiding them through issue resolution and ensuring a positive user experience.
- Identify, diagnose, and resolve complex application problems reported by users or automated monitoring systems.
- Manage and prioritize incidents and service requests in accordance with service level agreements (SLAs).
- Create and maintain detailed documentation of issues, solutions, and processes to facilitate knowledge sharing within the team.
- Work closely with development and operations teams to address application bugs, enhancements, and performance issues.
- Assist in the testing of application updates and new releases, ensuring functionality and performance standards are met.
- Utilize monitoring tools to proactively identify application performance issues and report findings to management.
- Provide training and support to junior team members and end-users, enhancing overall team knowledge and capability.
- Identify opportunities for process improvements and contribute to the development of best practices in application support.
- Ensure that applications adhere to security policies and compliance regulations, mitigating risks associated with application usage.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in application support or IT support roles, preferably with Level 2 troubleshooting experience.
- Proficiency in troubleshooting application issues across various platforms, with knowledge of programming/scripting languages (e.g. SQL) as an advantage.
- Experience with application monitoring and incident management tools (ServiceNow) and understanding of database management systems.
- Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- A strong commitment to delivering exceptional customer service and user satisfaction.
- Ability to work effectively in a team environment and collaborate with cross-functional teams.
- Willingness to learn new technologies and adapt to changing environments and priorities.
- Strong attention to detail and organizational skills to manage multiple tasks and priorities efficiently.
Benefits
- Hourly rate range: $32.19-$40.21
