<p>The Application Support Specialist will provide end-user support for internal systems and applications. This position will analyze end-user support requests in order to identify problems, troubleshoot issues, resolve problems, and answer end-user questions</p> <p>Shifts Available:</p> <ul> <li>3:00pm - 11:30pm, Thursday - Monday (Tuesday & Wednesday off) </li><li>11:00pm - 7:30am, Wednesday - Sunday (Monday & Tuesday off) </li><li>11:00pm - 7:30am, Friday - Tuesday (Wednesday & Thursday off) </li></ul> <p> </p> <ul> <li>Provide end-user support for a wide-range of internal industry-specific business applications, with the goal of first call resolution. </li><li>Monitor and promptly respond to end-user support requests received via phone, email, or IT ticketing system. </li><li>Troubleshoot and work to resolve application technical issues encountered by end-users. </li><li>Respond to application functional "how to" questions and inquires posed by end-users and instruct end-users on general application functionality. </li><li>Perform detailed documentation of all end-user interactions within the IT ticketing system, including troubleshooting steps performed and / or resolution for all support requests. </li><li>Escalate issues to appropriate 2nd / 3rd level subject matter experts, when necessary. </li><li>Utilize internal and external support documentation to answer questions and resolve issues, including user guides, knowledge base articles, and troubleshooting procedures. </li><li>Assist with the creation and maintenance of internal support documentation, including FAQ documents, knowledge base articles, and troubleshooting procedures. </li><li>Monitor the uptime and performance of critical systems using SolarWinds, Splunk, and other system monitoring tools. </li><li>Perform user access provisioning for applications, including new user account establishment and access permission updates. </li><li>Assist with training new team members. </li><li>Handle sensitive and confidential information in an appropriate manner. </li><li>Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner. </li><li>Work any and all shifts and / or locations as assigned or directed. </li><li>Perform all other duties and projects that may be assigned. </li></ul> <p>Supervision</p> <ul> <li>No direct reports. </li><li>Associate degree from an accredited institution. </li><li>Three (3) years of experience providing application support, including both functional and technical support, to technology end-users. </li><li>Experience in troubleshooting various applications and systems. </li><li>Experience communicating technical information to non-technical end-users. </li><li>Experience with IT service management / ticketing systems. </li><li>Ability and willingness to learn new technologies and applications. </li><li>Ability to manage a significant flow of communications, including phone calls, emails, and ticket comments. </li><li>Ability to work with many different types of professionals in a fast-paced, constantly changing environment. </li><li>Ability to work effectively with a diverse workforce and end-user community. </li><li>Excellent attention to detail. </li><li>Proficiency with Microsoft Word, Excel, Outlook, PowerPoint, and Teams. </li><li>Effective organizational, analytical, multi-tasking, time management, and documentation skills. </li><li>Strong interpersonal skills to interact with end-users and team members. </li><li>Excellent verbal and written communication skills. </li><li>Excellent customer service and conflict resolution skills. </li><li>A High School Diploma or GED with an additional two (2) years of directly related experience substitutes for the associate's degree requirement.  </li><li>A bachelor's degree in a related subject substitutes for one (1) year of general experience. </li><li>A master's degree in a related subject substitutes for two (2) years of general experience.  </li><li>A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.  </li></ul> <p>Preferred Experience and Skills</p> <ul> <li>Experience with transit scheduling, operations management, asset management, vehicle tracking, and/or resource planning applications. </li><li>Experience or interest in the public transit, transportation, utilities, and / or logistics industry. </li><li>Experience in business industries with 24 x 7 operations. </li><li>Experience with cloud platforms, such as Azure or AWS. </li><li>Experience with industry-specific ERP systems. </li><li>Experience with ServiceNow. </li></ul>