Application Support Analyst

We are looking for a responsive, customer-focused Application Support Analyst to serve as the primary technical support contact for our diverse suite of enterprise business applications. This essential role focuses on maintaining team productivity by providing prompt, courteous, and accurate Tier 1 application support; troubleshooting common user issues; fulfilling service requests; escalating complex problems; and guiding users to quick, effective resolutions.

The ideal candidate will be an enthusiastic learner with a strong desire to deliver exceptional customer service. This is an onsite role in our McLean, VA office.

• Provide Tier 1 technical support for internal employees across the business via ticketing system, email, and phone, focusing on issues related to core enterprise applications
• Log, categorize, and prioritize all incoming incidents and service requests using the IT Service Management (ITSM) platform, ensuring accurate documentation from initial contact to resolution
• Diagnose and resolve common technical problems related to application functionality, user accounts, basic system access, and password management
• Perform initial triage and troubleshooting to identify the root cause of issues, resolving as many tickets as possible without escalating.
• Demonstrate strong customer service skills by being responsive, empathetic, and professional in all interactions, clearly communicating technical information to non-technical users
• Accurately route and elevate complex, unresolved incidents to specialized application administrators or IT leadership with complete and detailed documentation to ensure seamless handover.
• Eagerly learn the architecture and functionality of new and existing enterprise applications to expand troubleshooting capabilities quickly
• Contribute to the IT knowledge base by creating and updating support articles, troubleshooting guides, and end-user documentation
• Monitor daily operational systems and dashboards, proactively identifying and reporting any potential service interruptions

• 1-2+ years of experience working in a dedicated IT Help Desk, Service Desk, or Technical Support role
• Foundational understanding of enterprise application concepts (e.g., user account provisioning, access management, SSO/MFA, data entry troubleshooting).
• Proven record of delivering strong customer service in a fast-paced technical environment
• Excellent verbal and written communication skills with a focus on clear, friendly, and professional communication
• Demonstrated ability to learn new applications and systems quickly and independently
• Proficiency with an IT ticketing system (e.g., Service Now, JIRA Service Desk, Zendesk)
• Strong organizational skills with the ability to manage and prioritize a high volume of support requests
• Alignment to Clark Standards of Excellence:
  Self-Motivated, Results Oriented, Adaptable, Team Player, Accountable, Ethical, Innovative, Resilient, Builds Relationships, Builds People / Teams & Followership, Sets Direction & Executes

• Bachelor's degree in Information Technology, or related field
• Direct experience supporting one or more major SaaS or enterprise platforms (e.g., Coupa, SAP, Salesforce, Workday, Google Workspace, Box).
• Experience supporting applications specific to the construction or engineering industries a plus

The work environment and requirements described below are representative of those necessary for an employee to successfully perform the essential functions of this role.

Given that a good portion of your day will be spent at a desk, you should be comfortable with prolonged periods of focused work, whether it's collaborating with colleagues, analyzing data, or developing strategies. The role demands effective communication and sharp visual acuity for reviewing complex documents and performing detailed computer work. While there are times for quiet concentration, you'll also be expected to move actively throughout the office and travel occasionally to various locations, including dynamic construction sites, utilizing different modes of transportation.

The ability to lift…