Application Support Specialist

Essential Duties & Responsibilities

• Provide first- and second-level support for firm-approved applications and technology equipment.
• Respond to user inquiries via phone, email, or ticketing system with a high level of customer service.
• Document all service requests, troubleshooting steps, and resolutions in the incident management system.
• Manage the flow of incoming support requests and ensure timely follow-up.
• Troubleshoot application issues and serve as a liaison between users, internal teams, and external vendors.
• Maintain in-depth knowledge of assigned applications and serve as a subject matter expert where applicable.
• Monitor recurring issues and identify trends to improve system performance and user experience.
• Participate in the application lifecycle, including installation, testing, deployment, support, and upgrades.
• Develop and maintain knowledge base articles and documentation for end user support.
• Collaborate with project teams on application updates and enhancements, ensuring effective communication across stakeholders.
• Build strong relationships with end users, departments, and practice groups to understand and support business needs.
• Communicate technical information clearly and effectively to non-technical users.
• Perform additional duties and special projects as assigned.

Qualifications

• Bachelor’s degree in MIS, computer science, business administration, or equivalent experience preferred.
• Minimum of 3 years’ experience in an IT helpdesk or application support role, preferably in a professional services environment.
• Advanced proficiency in Microsoft Office and Microsoft 365 applications.
• Strong problem-solving and critical thinking skills with the ability to diagnose and resolve technical issues.
• Able to communicate complex technical concepts clearly to diverse audiences.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Able to work independently and follow through on assignments beyond service requests.
• Strong interpersonal skills with a focus on customer service and collaboration.