Web Application Support Specialist I

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.

• Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
• Applications requiring support include Analytic Business Intelligence tools and Customer Relation Management (CRM) tools, like Pega.
• Works with end-users, stakeholders, and the O&M team daily via phone, email, or chat.
• Attends and supports both internal and external meetings that require the ability to communicate orally and in writing.
• Provide first line of support, performing initial incident management and triage.
• Occasionally this individual will be required to support testing efforts for large-scale enhancements which are impactful to the applications they support.
• May use FAQ tools and/or knowledge bases to resolve user requests.
• Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

 

Minimum Qualifications 

• Associates Degree or two (2) years experience working in Help Desk environment is required
• Minimum of 1 year experience required.

 

Other Job Specific Skills

• Individuals with SQL skills are preferred.
• Familiar with issue tracking systems, like Jira, to track tickets and tasks.
• Ability to work multiple tickets at one time and adhere to ticket assignment deadlines.
• Exceptional customer service skills.