IT Application Support Specialist Tier I-II

Job Summary:

The IT Application Support Specialist Tier I -II  client business applications and data to identify, troubleshoot, and resolve technical issues. This role requires a deep understanding of business applications and strong analytical and problem-solving skills. IT Application Support Specialist Tier I -II will work closely with users to understand their needs and provide effective solutions. They will also collaborate with Tier 3 engineers to escalate complex issues and with vendors for specialized support. 

Job Duties: 

• Analyze client business applications and data to identify and resolve technical issues.
• Capture relevant data related to issues to assist Tier 3 engineers with escalation.
• Communicate effectively with employees, contractors, and vendors to provide timely and professional support.
• Troubleshoot routine and recurring problems with customer's business applications.
• Provide training and support to users on custom business applications.
• Log, track, and follow up on tickets to ensure timely resolution.
• Assist with help desk calls, emails, and support requests as needed.
• Act as a liaison between clients and support groups.
• Provide Tier I/II support for custom business applications.
• Document tickets with detailed information for escalation to the agency Tier 3 team.
• Provide help desk support for office automation, telecommunications, and visual information hardware and software.
• Set up new user accounts with enterprise email.
• Suggest articles for the knowledge base to improve help desk efficiency.
• Participate in problem management for recurring issues.
• Coordinate customer-reported outages with the supervisor.
• Provide input into knowledge management systems and application requirements for system enhancements. 

Basic Qualifications:

• Bachelor's degree or High School Diploma with a minimum 9 years of experience in an IT support role with a focus on business applications. 
• Minimum 4 years of experience providing phone and/or in-person support for business applications (analysis, diagnosis, remediation, testing, performance analysis).
• Minimum 4 years of experience with standard Windows OS applications and MS Office applications.
• Minimum 4 years of experience of customer service experience.
• Minimum 4 years of experience of requirements definition/analysis experience.
• Must be able to obtain a Public Trust  

Preferred Qualifications:

• ITIL v4 Foundation certification.
• Business application training experience.
• Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy) is advantageous

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $60,214 - $81,466. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.