Application Support Specialist

Our client is seeking an Application Support Specialist that will be part of a support team, providing technical assistance and support for end users with the operation and functionality of software applications currently used within the specific agencies/programs.

Requirements

Responsibilities/Duties
• Provide expertise and technical knowledge about an application or suite of applications
• Answer queries and resolve issues with software applications and escalate or close tickets as necessary
• Able to interpret and appropriately triage IT issues reported by users
• Respond to email messages for customers seeking help and provide on-call tech support
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Train users on specific applications and document creation
• Maintain, troubleshoot, resolve issues/bugs as they arise and ensure timely resolution
• Develop test cases and scenarios to pinpoint the root cause of product bugs
• Work closely with the development and business analyst team and assign tickets accordingly to project team
• Ability to work with cross-functional teams
• Ability to juggle multiple projects simultaneously

Experience/ Qualifications
• Minimum BA/BS with 2+ years of professional IT experience
• Proven problem-solving skills
• Strong experience with problem solving skills
• Excellent written and oral communication skills
• Working knowledge of Microsoft Office Suite
• Exposure to the following technologies is a plus: • Customer Service • Service Desk Solutions • IT Business application support • JIRA