Business Application Support

We are looking for a Business Application Support technician with strong analytical thinking and excellent customer service skills to provide effective support and troubleshooting for business software applications.

Responsibilities

• Act as the first point of contact for technical and functional support of business applications (e.g., LMS, Front, Formstack, Smartsheet, Adobe, Lucid, SharePoint, Power Platform)
• Handle support requests via phone and email in a courteous and timely manner
• Record user information, issue details, troubleshooting steps, and resolution actions
• Perform remote diagnostics and resolve software-related issues
• Escalate unresolved problems to vendors or developers when necessary
• Collaborate with other teams to understand workflows and suggest system improvements Participate in testing and deployment of new features and application updates
• Conduct regular system audits for performance, security, and compliance
• Maintain documentation including user guides, FAQs, and support procedures
• Follow up with users to confirm issue resolution and satisfaction
• Support various desktop software (Microsoft Office, Adobe, anti-virus, VPNs, browsers, email clients, GDS software, etc.)
• Occasionally support general help desk issues outside of business apps
• Be available for extended hours or on-call rotations as required

Qualifications

• Associate’s degree in MIS/CIS or equivalent experience
• At least 5 years of experience in end-user support within a business environment
• Hands-on experience with Microsoft technologies and business applications; Mac OS support is a plus
• OS support is a plus Familiarity with ITSM tools and ticketing systems
• Strong troubleshooting and research skills
• Excellent verbal and written communication skills
• Ability to explain technical concepts clearly to non-technical users Strong interpersonal and problem-solving abilities
• Strong interpersonal and problem-solving abilities
• Highly motivated, detail-oriented, and capable of prioritizing tasks
• Willingness to travel occasionally and work on a flexible schedule