Applications Support Specialist I

Provides extensive Application support, investigation, and daily monitoring of software and services. Ensure maximum uptime of Applications and minimum impact to business. Performs extensive troubleshooting of on-premise software, SAAS, access permissions and authentication. Communicates effectively and timely with support from vendors, peers, and supervisors.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

Ability to follow procedures and processes as written with no variance
Ability to identify and troubleshoot issues related to on premise and cloud-based applications and services in a timely manner. Conduct basic investigation and follow standards to resolve or escalate. Monitor systems to optimize performance and uptime to assist with meeting service levels
Provide documentation and logs to Governance team to ensure compliance
Perform extensive troubleshooting and problem solving, independently as well as with the help of other support resources with least impact to business performance. Be available for providing after-hours/weekend/holiday production support when called upon. May provide on-call support when required
Required to learn and use good time management skills to complete assigned tasks. Work with senior team members and vendors to ensure stakeholders are informed and provided timely updates and resolutions
Assist with compliance of systems through existing standards and procedures. Identify gaps in compliance and remediate in a timely manner
Ability to learn new applications and services quickly. Understand how applications and services can be integrated to work together
Present the ability to work on multiple priorities. Seek guidance where applicable to help prioritize multiple priorities. Ability to take and follow direction
Ability to effectively communicate both verbal and written technical and non-technical communication. Uses good business judgment and communications to keep IS Management informed
A positive attitude, good teamwork, professionalism & interpersonal skills, proactively seeking solutions, taking initiative where necessary. Establishes and maintains effective relationships with business associates

SKILLS & CERTIFICATIONS

Maintain strong knowledge of Office 365 administrative features, functions, licensing, and settings. Understand the suite of applications and their purpose
Knowledge of Microsoft Active Directory users, groups, objects, and containers
Knowledge in Microsoft Exchange mailbox creation, policy, rule creation and database maintenance
Ability to read and understand Application and email system level logs
Administrative experience in at least one of the following (or equivalent product): Kronos, Adaxes, CTERA, WorkJam, Cherwell, CCE (Enghouse), Psigen, Filenet, Project Online, Promodag, AD Self Service, Proofpoint, MDAEMON, Email2DB
Knowledge of SCCM features and capabilities
Able to run maintenance scripts and batch jobs
Ability to identify root cause of issues and fix them
Good understanding of email routing, email security and troubleshooting email delivery issues
Microsoft Enterprise Administrator Expert certification
Azure Fundamentals certification
Microsoft Messaging Administrator Associate certification
Basic technical writing skills for maintaining relevant documentation
Willing to learn new technology that improves business performance

Title: APPLICATION SUPPORT SPECIALIST I

EDUCATION & EXPERIENCE

Bachelor's Degree/Diploma in Computer Science/ E&C
Working knowledge of Active Directory and Office 365

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Category:IT/IS

Equal Opportunity Employer, including disability and veterans.

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