Application Support Analyst

Job Summary

The Service Desk Analyst Level 2 provides technical and application support to internal employees across the organization. This role supports both end‑user technology and enterprise business applications. The ideal candidate is a strong problem solver with excellent customer service skills and attention to detail who thrives in a collaborative, fast‑paced environment and is committed to continuous improvement and learning.

• Provide support for hardware, software, mobile devices, and enterprise applications via phone, remote tools, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve technical and application‑related issues.
• Handle escalated incidents and service requests.
• Support Windows‑based systems, Microsoft 365, cloud applications, and mobile devices (iOS and Android).
• Coordinate with third‑party vendors by creating, tracking, and managing vendor support tickets and following established escalation procedures.
• Escalate incidents requiring specialized expertise to higher‑level support teams when appropriate.

• Accurately document incidents, service requests, and resolutions in the IT Service Management (ITSM) system.
• Meet or exceed defined service level agreements (SLAs).
• Assist in the creation, update, and maintaining of knowledge base articles and support documentation.
• Support and follow ITSM and solution management best practices.

• Educate users on technology best practices to reduce repeat incidents.
• Collaborate proactively with team members, team leads, other IT teams, and business stakeholders.
• Communicate clearly and professionally with both technical and non‑technical audiences.
• Keep leadership informed of trending issues, risks, and service impacts.

• May be needed to participate in an on‑call rotation, including occasional evenings, weekends, or overtime as required.
• Coordinate time off with team members to ensure appropriate service coverage.

• Associates or Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.

• 2 years of experience in Service Desk, Application Support, or a similar IT support role.
• Experience working with IT Service Management systems (e.g., Service Now or comparable tools).
• Demonstrated experience handling escalated support issues.

• Strong knowledge of Microsoft 365 and Windows operating systems.
• Experience supporting cloud‑based and enterprise applications.
• Ability to perform root cause analysis and apply structured troubleshooting methodologies.

• Excellent verbal and written communication skills.
• Strong customer service mindset with professionalism, patience, respect, and empathy.
• Ability to manage multiple priorities and perform effectively in high‑pressure situations.
• Collaborative, team‑oriented approach with a willingness to learn and grow.

• Hybrid work environment (remote and office‑based).
• Prolonged periods of sitting or standing at a computer workstation.
• Occasional travel for training or team meetings may be required.