The Application Support Analysts role is to assist end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of software applications training programs.
Field incoming problem tickets from end users and resolve application and software issues. Perform hands-on fixes, including installing and upgrading software, installing hardware, and configuring systems and applications. Record, track, and document the problem-solving process where appropriate. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. Maintain and enhance performance of all new and existing software and applications across the organization. Identify and learn appropriate software applications used and supported by the organization. Participate in the design, development, and delivery of software applications training programs and individual classes. Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on. Apply diagnostic utilities to aid in troubleshooting. Manage and deliver other projects and duties as assigned.
Formal Education & Certification
College diploma or university degree in the field of computer science, information systems, and/or 3+ years equivalent work experience. Certifications required - None.
Knowledge & Experience
In-depth, hands-on knowledge of and experience with SQL-, Web- and SaaS-based transactional enterprise and desktop applications. Experience with MRI, Yardi and/or other real estate software applications is a plus. Proven experience with troubleshooting principles, methodologies, and issue resolution techniques. Able to develop and interpret technical documentation for training and end user procedures. Experience with building and maintaining databases for query and problem tracking. Understanding of the organizations goals and objectives.
Highly self motivated and directed. Excellent analytical and problem-solving abilities. Ability to absorb new ideas and concepts quickly. Ability to effectively prioritize and execute tasks in a high-pressure environment. Ability to present ideas in business-friendly and user-friendly language. Very strong customer service orientation. Excellent written, oral, interpersonal, and presentational skills. Experience working in a team-oriented, collaborative environment.
Travel between locations required (within NYC). Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.