Application Support Specialist - Dynamic Team

JOB TITLE: Application Support Specialist
JOB LOCATION: 100 Cambridge Street, Boston, MA
WAGE RANGE*: $30-35/hr.
JOB NUMBER: Client-24-1042-IT-IT001-100461

REQUIRED EXPERIENCE:
Minimum BA/BS with 2+ years of professional IT experience
Proven problem-solving skills
Strong experience with problem solving skills
Excellent written and oral communication skills
Working knowledge of Microsoft Office Suite
Exposure to the following technologies is a plus:

• Accela
• Service Desk Solutions
• JIRA
• Custom Web Applications
• Online collaborative products (such as Microsoft Teams)

JOB DESCRIPTION:

Application Support Specialist that will be part of a support team, providing technical assistance and support for end users with the operation and functionality of custom web build platforms currently used within the specific agencies/programs.

• Provide expertise and technical knowledge about a web application or suite of web applications
• Answer queries and resolve issues with custom software applications and escalate or close tickets as necessary
• Able to interpret and appropriately triage IT issues reported by users
• Respond to email messages for customers seeking help and provide on-call tech support
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Train users on specific applications and document creation
• Maintain, troubleshoot, resolve issues/bugs as they arise and ensure timely resolution
• Develop test cases and scenarios to pinpoint the root cause of product bugs
• Work closely with the development and business analyst team and assign tickets accordingly to project team
• Ability to work with cross-functional teams
• Ability to juggle multiple projects simultaneously
• Great analytical, critical thinking and problem-solving abilities
• High attention to detail
• Exhibit excellent verbal and communication skills
• Learn new technologies if requested

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.