Application Support Technician

About the role

Serve as first-line support for Vista, B2W, Salesforce, and related business applications with an SLA-aware, priority-driven approach.

Responsibilities

• Ticket Triage & Technical Diagnosis
  • Triage tickets using ticketing systems (Freshservice, Zendesk, ServiceNow, Jira Service Management, or similar) with discipline around urgency, business impact, and queuing strategy.
  • Diagnose root causes versus surface symptoms; distinguish between quick fixes (escalate with context) and systemic problems (drive to resolution) with clear judgment.
  • Use remote support tools (RDP, TeamViewer, etc.) to troubleshoot directly on user machines; ask clarifying questions rather than guessing at vague tickets.
• Technical Problem-Solving & Escalation
  • Leverage basic-to-intermediate SQL to troubleshoot data issues: read queries, understand table relationships, identify data inconsistencies.
  • Escalate complex technical problems with sufficient context and documentation to allow specialists to resolve efficiently.
  • Follow tickets through to closure and document the outcome; track patterns in escalations to identify systemic improvement opportunities.
• User Access, Provisioning & Onboarding
  • Manage user access requests, permissions, and account provisioning across supported applications with strict control and audit discipline.
  • Lead onboarding for acquired-company users: account provisioning, access setup, Vista/B2W/Salesforce training, and integration into GSI systems.
  • Communicate with non-technical end users, including newly acquired staff from unfamiliar legacy systems, with clarity and patience.
• Documentation, Knowledge Management & Continuous Improvement
  • Maintain clear, searchable documentation for common issues, workarounds, and SOPs; use these as tools to train colleagues and reduce repeat escalations.
  • Identify systemic issues and propose improvements; participate in process reviews and prioritization discussions with IT leadership.

Requirements

• Hands-on experience with application ticketing systems (Freshservice, Zendesk, ServiceNow, Jira Service Management, or equivalent).
• Bachelor's degree.
• Proficiency with remote support and troubleshooting tools (RDP, TeamViewer, or similar).
• Foundational-to-intermediate SQL: able to read and troubleshoot queries, understand table relationships, identify data inconsistencies.
• Understanding of ERP systems, business applications, and user access management.
• Demonstrated ability to diagnose and troubleshoot complex technical issues (not just memorize solutions).

Qualifications

• Experience supporting a rapidly growing or acquisitive organization (onboarding spikes, legacy system integration).
• ERP or construction-industry software experience (Vista, Unanet, Viewpoint, or similar).
• Hands-on Salesforce administration or configuration experience.
• Familiarity with reporting tools (Crystal Reports, SSRS, Power BI) as a foundation for growth into advanced analytics roles.
• Experience mentoring colleagues or training users; demonstrated ability to lift others.

Pay

US pay range for this role: $63,000—$79,000 USD.