Application Support Analyst I

At First Community Bank, we are committed to making our community, the places where we live and work, a better place each day. With a true focus on “community banking,” employees find that they can make an impact through company-sponsored programs such as paid volunteer time, matching gifts for charitable contributions, and team participation in charitable events.

About the role

The Application Support Analyst I delivers support of software programs to end users in the organization in order to fulfill overall business objectives. They liaise with business units, vendors, and Information Technology (IT) for continual analysis of application use with focus on adding value to all processes.

Responsibilities

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution, which may include application and software issues within servers, databases, and other mission-critical systems.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Maintain all new and existing software and applications across the organization.
• Learn and maintain a current knowledge of bank operations and all software applications assigned.
• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Assist with the posting of knowledge bases and frequently asked questions resources on Company intranet to assist in problem resolution.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Apply diagnostic utilities to aid in troubleshooting.
• May perform assigned technical aspects of conversions, file expansions, and interfaces.
• Complete training, as assigned, within the expected timeframes.
• All employees are expected to support First Community Bank’s mission, vision, and values by exhibiting commitment to the Company Standards of Conduct and executing to the fullest extent possible the duties detailed within this job description.

Requirements

• Bachelor’s degree in Business, Computer Science, or Information Systems or equivalent education and work experience
• Three years of information technology applications and/or systems analysis experience, preferably in a financial institution
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
• Ability to develop and interpret technical documentation for training and end user procedures
• Excellent interpersonal, presentational, written, and verbal communication skills with the ability to present ideas in business-friendly and user-friendly language
• Ability to conduct research into software development and delivery concepts as well as technical application issues
• Highly self-motivated and directed
• Ability to absorb new ideas and concepts quickly
• Good analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Very strong customer service orientation
• Ability to travel, occasionally overnight
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
• Ability to lift or move up to 30 pounds
• Ability to sit in front of a computer for extended periods of time

Benefits

• Comprehensive health, vision, and dental insurance
• 401(k) plan with employer match
• Life insurance
• Paid vacation days, holidays, and other time off options
• Paid volunteer time
• Matching gifts for charitable contributions

Pay

$19.52-$26.41/hour - Grade 5