Job Details

ID #12250360
State Texas
City Dallas / fort worth
Job type Permanent
Salary USD TBD TBD
Source Bravo Technical Resources
Showed 2021-04-15
Date 2021-04-14
Deadline 2021-06-13
Category Et cetera
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Application Support Specialist

Texas, Dallas / fort worth, 75201 Dallas / fort worth USA

Vacancy expired!

Applications Support Specialist / Help Desk Support Location: Downtown Dallas Position Summary: First point of contact for customer technology requests via telephone or email. Respond to customer requests and solve technology issues, while taking detailed notes in our incident management system of steps for resolution, and manage the flow of other requests Essential Duties and Responsibilities: Specific duties of this position include, but are not limited to:

  • Provide 1st and 2nd level support for firm approved applications and technology equipment.
  • Deliver high-level customer service in a fast-paced environment with the ability to stay positive under pressure.
  • Produce documented details of all service calls in the ticketing system.
  • Advanced MS Office Skillset - Certifications in Word and Outlook preferred. Office 2016 preferred.
  • Participate in and understand the life cycle of application deployments, including application installation, testing, deployment, support, and upgrades.
  • Maintain an in-depth understanding of the needs and issues of customers, departments and practice groups.
  • Maintain an in-depth knowledge of assigned application sets. With a focus on specific applications assigned to become the Subject Matter Expert for both the end user and from the troubleshooting side.
  • Create and maintain Knowledge Base articles for end user support issues.
  • Monitor support issues related to the assigned applications.
  • On assigned SME applications, participate with the project team on upgrades and keeping communications open so that the TRC, the IT Department and user community are informed.
  • Troubleshoot application problems, acting as liaison between the customer and the application owner, and at times with the vendor that may be engaged to resolve issues.
Knowledge, skills and abilities required:
  • Critical Thinking and Problem Solving Skills: Ability to work in a fast-paced environment and use these skills to resolve issues for end-users. This includes skills of asking good questions and actively listening in order to focus on the problem the customer is facing.
  • Ability to build relationships with end users and staff to provide next level support and a culture of collaboration.
  • Technical Expertise. Continual and self-paced improvement of technical expertise, specifically mastery of the firm' s applications and other technology
  • Ability to be self-directed, stay on top of deadlines and follow-up with assignments that are outside of answering service calls.
  • Thorough knowledge of complex automated information systems management as normally acquired through a Bachelor' s degree in MIS, computer science or business administration or, the equivalent experience.

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