Applications Support Specialist

Lovelace Biomedical Research Institute•Albuquerque, NM

1d•Onsite

About The Position

Under specific direction, the Applications Support Specialist will provide technical support to Institute users on a wide variety of applications, systems and equipment. Will analyze, diagnose and resolve a broad range of complex user issues/requests in a dynamic and fast-paced environment. Will perform in-depth technical troubleshooting of software and connectivity issues for remote employees, assisting customers in gaining access to various systems, and monitoring for incoming issues to determine root cause and either fix or escalate. Will partner with appropriate teams to resolve or properly close aging tickets and communicate contact trends and challenges in team meetings, take-on and lead small projects from start to finish and maintain a high degree of customer service for all support queries while adhering to all service management principles, and perform all other related duties and tasks as required or assigned.

Requirements

High school diploma and a minimum of 2 years of directly-related technical support experience, or an equivalent combination of education, training and/or experience.
Ability to deduce obscure problems within complicated distributed systems.
Ability to maintain focus on new, incoming issues while continuing to work on existing tasks.
Willingness to take on tasks without being asked.
Comfortable in a constantly changing environment.
Familiarity with supporting end-user issues with technologies such as Salesforce, VOIP, Instem, Multi-factor Authentication, Helpdesk, video conferencing, remote desktop, etc.
Excellent problem-solving skills.
Deep understanding of technical troubleshooting.
Strong professional-level written and verbal communication skills.
Excellent judgement.
Strong customer service skills.
Ability to work independently and as a part of a team.
Ability to effectively communicate technical information to non-technical users.
Post-offer credit check.

Responsibilities

Provide technical support to Institute users on a wide variety of applications, systems and equipment.
Analyze, diagnose and resolve a broad range of complex user issues/requests.
Perform in-depth technical troubleshooting of software and connectivity issues for remote employees.
Assist customers in gaining access to various systems.
Monitor for incoming issues to determine root cause and either fix or escalate.
Partner with appropriate teams to resolve or properly close aging tickets.
Communicate contact trends and challenges in team meetings.
Take on and lead small projects from start to finish.
Maintain a high degree of customer service for all support queries while adhering to all service management principles.
Perform all other related duties and tasks as required or assigned.