JOB TITLE

Application Support Specialist

DEPARTMENT

Information Systems

REPORTS TO

IS Team Leader

JOB SUMMARY

The Application Support Specialist provides first-level application, technical, and hardware support to internal customers. This role supports the company's ERP systems and related business applications through phone, email, in-person, and remote support channels. The position troubleshoots and resolves user issues, documents requests in the ticketing system, and follows company procedures for escalation. It also assists with testing, defect resolution, enhancement coordination, and post-resolution follow-up. The role includes common Level 1 hardware support for standard workplace equipment. It also maintains technical and end-user documentation, contributes to knowledge base content, and helps keep troubleshooting guidance current. Success in this role requires strong troubleshooting, customer service, documentation, prioritization, communication, and collaboration skills. It also requires working knowledge of Windows, Microsoft 365, business application support, remote support methods, user access, and standard workplace hardware.

RESPONSIBILITIES

Provide first-level ERP system application and technical support to internal customers through phone, email, in-person, and remote support channels. Provide Level 1 hardware support for workstations, monitors, printers, scanners, headsets, mobile devices, and other standard peripherals, including basic setup, replacement, connectivity checks, and escalation when needed. Identify and learn appropriate software and hardware used and supported by the organization. Build rapport and elicit problem details from internal customers. Log, prioritize, track, and document support incidents and user requests in the ticket tracking system, including user identification information, issue details, troubleshooting steps, decisions made, actions taken, and final resolution. Assist with problem identification and resolution activities, test fixes, perform post-resolution follow-up, and analyze documented resolutions and trends to reduce recurring issues. Prioritize, schedule, and administer all instances where enhancements and defect resolution are required. Escalate support requests according to company procedures and communicate application issues, repeat problems, documentation gaps, and resolution needs to development teams and the Team Leader. Create, maintain, and improve knowledge base articles, troubleshooting checklists, technical documentation, FAQs, and escalation guidance for supported applications, hardware, and common support issues. Maintain department standards for attendance, coverage (including lunch and off-hours), customer service attitude, and volume and effectiveness of problem resolution. Other duties/responsibilities as assigned by Team Leader.

KNOWLEDGE, SKILLS, AND ABILITIES

Working experience supporting a variety of Microsoft Windows operating systems and Microsoft 365 applications. Working knowledge of common Level 1 hardware support tasks, including basic device setup, peripheral troubleshooting, printer/scanner support, headset troubleshooting, cable/connectivity checks, and equipment replacement coordination. Working knowledge of onsite and remote support methods, including remote connection tools, basic workstation troubleshooting, peripheral setup, and user guidance. Working knowledge of ERP or business application support concepts, including order entry workflows, user permissions, issue triage, testing, and production support. Demonstrated knowledge of relational database systems, networking, and web-based technologies as it pertains to an application in production. Basic understanding of user access, security permissions, data confidentiality, and appropriate escalation when requests involve sensitive information or system access changes. Ability to use a ticket tracking or IT service management system to document issues, prioritize work, track status, and communicate resolution details. Ability to develop, interpret, and maintain clear technical and end-user documentation, including training materials, step-by-step procedures, troubleshooting guides, known issue notes, and escalation criteria. Strong troubleshooting, analytical thinking, and customer service skills to diagnose issues, guide users, and support timely problem resolution. Ability to communicate clearly with technical and non-technical users, ask effective troubleshooting questions, set expectations, and explain solutions in business-friendly language. Ability to research technical application issues and identify practical improvements to systems, processes, and support practices. Passion towards analysis and creative improvement of technology and processes. Ability to prioritize workload, work under pressure, handle interruptions but maintain flexibility with attention to detail. Highly self-motivated and directed. Ability to absorb new ideas and concepts quickly. Experience working in a team-oriented, collaborative environment. Flexibility to work beyond the typical workday as required, evenings, weekends, etc.

FORMAL EDUCATION AND CERTIFICAITON

Two years of college or completion of supplemental workshops/courses beyond high school in a technology related discipline and/or equivalent work experience.

Daily Work Expectations :

Handle requests in a professional manner

Work Conditions:

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting moderately heavy objects, such as computers and peripherals, up to 40 pounds.

Required Work Hours:

40-45 hours a week; plus, additional as needed or assigned by

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