Application Support I

How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At LLS, employees take our mission seriously. Whether you work in one of our chapters, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our mission a reality: Cure leukemia, lymphoma, Hodgkin's disease and myeloma, and improve the quality of life of patients and their families. Join us and give new meaning to the word, "job."
LLS is a mission centric, locally delivered and nationally powered organization, relentlessly pursuing cancer cures. To help achieve this mission, this role is responsible for providing day to day operational support to end users in relation to the suite of enterprise-wide productivity applications, including Salesforce/Fuel, C360, MS SharePoint, MS Teams, MS O365, and others. Support includes answering support calls, triaging problems, managing end user system needs, resolving issues, providing problem analysis and user education, and working with technology and development teams when necessary to determine proper issue resolution.
As a valued member of LLS, you are eligible for a comprehensive benefits package. Our offerings include medical, dental, and vision insurance; life insurance; flexible spending accounts; a 403b retirement plan along with generous paid time off. In addition, we observe federal paid holidays throughout the year, and offer a wellness program and an employee assistance program.
While employees may be permitted to work remotely, travel to the assigned office, HUB or Satellite Offices may be required as determined by the employee’s manager and the employee’s People Organization Generalist.
Core Responsibilities

• Monitor and triage the Application Support/Web Support and Helpdesk support requests. Open tickets and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes.
• Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
• Troubleshoot and resolve various technical issues by working closely with end users to understand the events that led to issue creation, as well as to understand the business impact of each issue.
• Act as liaison between the Systems Development/Salesforce team, App Support and user community, focusing on support priorities and user requirements and working with cross-functional members of the organization to provide research and analysis and prescribe possible solutions.
• Ensure problem and solution documentation, creating and managing content for support knowledgebase.
• Provide comprehensive feedback to user community on issue tracking results and IT Use policy on a regular and timely basis.
• Assist with testing and implementation, for user community in support of new initiatives as required.
• Maintain a working knowledge of the LLS mission and programs to promote the field and campaign fundraising initiatives.

#LI-Remote
Minimum Requirements

• High School Diploma or equivalency or equivalent experience
• 1 year of experience in a directly relatable role

Knowledge, Skills, and Abilities

• Experience updating and maintaining a simple database
• Proficiency with Windows OS
• Familiar with MacOS
• Ability to work in a team and communicate effectively
• Be professional, polite, and courteous
• Take full ownership to resolve questions and issues. Demonstrate a desire to assist
• Listen for understanding and respond empathetically
• Explain things in a manner that is easy to understand
• Excellent oral and written communication skills

Work Environment & Physical Demands

• Work is typically performed in a office environment
• Must be able to lift at least 20 lbs., up to 40 lbs.
• Ability to sit or stand - or alternate between sitting and standing - for extended periods of time.
• Ability to enter text or data into a computer by means of a traditional keyboard.
• Ability to express and exchange ideas by means of spoken and written word to accurately impart information and instructions to others.
• Ability to hear, understand, and distinguish speech in person, over the phone and through computer speakers.
• Clarity of vision at approximately 20 inches, including use of computer screens.
• Some weekend and evening hours may be required.
• Average salary range is $40k-$53k, open to further discussion based on geography.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of employees. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer
LLS is an equal employment opportunity employer committed to diversity and inclusion in its workplace. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity and expression (including transgender status), sexual orientation, pregnancy, age, race, color, creed, national origin/ancestry, citizenship, religion, genetic predisposition or information, physical or veteran status, or any other characteristic protected by law. LLS seeks such skilled and qualified individuals to share our mission and where they will join a cohort of others who have chosen to call LLS home. LLS complies with all applicable laws which prohibit discrimination and harassment in the workplace, and is committed to maintaining a diverse and inclusive environment supportive of all of our employees and the communities we serve.

Wellness program, Health insurance, Dental insurance, Flexible spending account, Paid time off, Employee assistance program, Vision insurance, 403(b), Life insurance